Terms & Conditions

These Terms & Conditions (“Terms”) govern the use of the website www.qleos.com and the purchase of products offered by QLEOS Biotech d.o.o., Bilje 112a, 5292 Renče, Slovenia (hereinafter referred to as “we”, “us”, or “QLEOS”). By accessing our website or placing an order, you agree to be bound by these Terms and our Privacy Policy.

Company Information

QLEOS Biotech d.o.o.
Bilje 112a, 5292 Renče, Slovenia
Company Registration No.: 7314701000
VAT ID: SI12955558
Email: info@qleos.com

Scope of Application

These Terms apply to all users of the website and all contractual relationships arising from the sale of products offered through www.qleos.com. Any deviations from these Terms are only valid if confirmed in writing by QLEOS Biotech.

Products and Availability

All products displayed on our website are subject to availability. We reserve the right to modify product offerings, prices, and availability at any time without prior notice. Product descriptions, specifications, images, and pricing are provided with care, but minor variations may occur. We are not responsible for typographical errors or omissions.

Orders and Contract Formation

By placing an order, you make a binding offer to purchase the selected products. A contract is concluded only when you receive an order confirmation from us. We reserve the right to refuse or cancel any order, particularly in cases of suspected fraud, pricing errors, or limited product availability.

Prices and Payment

All prices on our website are listed in EUR and include applicable VAT, unless otherwise stated. Shipping costs are calculated during checkout. Payments can be made using the payment methods provided at checkout. We reserve the right to update prices and fees at any time. We do not guarantee price matching or post-purchase price adjustments.

Shipping and Delivery

We ship within the European Union and other selected countries. Estimated delivery times are displayed at checkout and in the order confirmation. Delays may occur due to customs clearance, carrier issues, or other events beyond our control. Risk of loss passes to the buyer upon delivery.

Unless otherwise agreed, we dispatch within 30 days from order confirmation. The risk passes only when you (or a person you designate, other than the carrier) physically take possession of the goods. If you arrange your own carrier without our offer of that option, the risk passes when the goods are handed over to your carrier. Delivery estimates are indicative; events beyond our control may cause delays.

Right of Withdrawal (EU Customers)

You have 14 calendar days to withdraw from an online purchase without giving any reason. The withdrawal period ends 14 days after the day you, or a person you designate (other than the carrier), receive the goods.
To exercise the right, send us a clear statement by email to info@qleos.com You may, but are not obliged to, use our Model Withdrawal Form provided below. You must send back the goods within 14 days of informing us of your decision to withdraw.

Refunds. We will refund all payments received, including the cost of standard delivery (i.e., the least expensive delivery we offer). We will withhold reimbursement until we receive the goods back or you supply evidence of having sent them back, whichever is earlier. Refunds use the same payment method unless agreed otherwise. If you chose a more expensive delivery method, the extra cost is not refunded.

Return costs. You bear the direct cost of returning the goods (unless we agree otherwise or failed to inform you of this in advance). For bulky or heavy items we can provide an estimate on request.

Exceptions. The right of withdrawal does not apply to, among others:

• sealed goods which are not suitable for return for health protection or hygiene reasons and were unsealed after delivery (e.g., opened dietary supplements);
• goods which are liable to deteriorate or expire rapidly;
• digital content not supplied on a tangible medium once performance has begun with your prior express consent and acknowledgment that you lose the right of withdrawal.
  Your statutory rights remain unaffected. EUR-Lex+2European Union+2

Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
— To: QLEOS Biotech d.o.o., Bilje 112a, 5292 Renče, Slovenia, info@qleos.com
— I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service ():
— Ordered on ()/received on ():
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:
() Delete as appropriate.

Alternative Dispute Resolution

We aim to resolve complaints directly. If you are not satisfied, you may have access to alternative dispute resolution (ADR) under EU and national rules. We are not obliged and do not commit to participate in ADR before a specific ADR body unless mandatory law requires it. This does not affect your statutory rights.
(Note: the former EU Online Dispute Resolution (ODR) platform has been discontinued and website links to it are no longer required.)

Returns, Refunds, and 60-Day Guarantee

We accept returns for unopened and unused products within 14 days of delivery. To initiate a return, please contact info@qleos.com. Returns must be pre-authorized and shipped to the return address provided in our instructions. Refunds are processed upon inspection of the returned goods.

We do not accept returns of:

• Opened or used dietary supplements
• Products returned after the 14-day statutory withdrawal period
• Items not in their original sealed packaging
• Promotional gifts
• Digital/downloadable products (if applicable)

Refunds for statutory withdrawals include the cost of standard delivery; any supplemental delivery costs for premium shipping options are not refunded. We may withhold your refund until we receive the goods back or you provide evidence of having sent them back.

Donation Refund Policy
Contributions made to the Youth Sports Development Fund are voluntary and non-refundable. Since these donations are directed to a charitable purpose, they cannot be returned or canceled once the transaction has been processed.

Damaged or Defective Products

If an item is defective or incorrect, please notify us within 7 days of delivery at info@qleos.com with your order number and photo evidence. We may offer a replacement, refund, or store credit at our discretion. Return shipping costs will be covered by us in such cases.

60-Day Satisfaction Guarantee

For selected products, QLEOS offers a voluntary 60-day satisfaction guarantee under the following strict conditions:

• You must request the product testing form within 3 days of receiving the product by contacting info@qleos.com.
• You must use the product daily and as directed for at least 40 consecutive days.
• The completed product usage tracking form serves as proof of compliance and must be submitted to claim the guarantee.
• Claims before day 40 or without a completed usage form will be denied.

The 60-day guarantee:

• Applies only to first-time purchases per product per customer
• Does not override statutory withdrawal rights
• Is not valid if you do not follow the product usage protocol
• May require you to return unused product or packaging as part of the claim review

Approved claims may result in a refund, partial refund, or store credit.

Late or Missing Refunds

If you haven’t received your refund within 14 business days of approval, please:

1. Check your bank or payment app
2. Contact your payment provider
3. If unresolved, email us at info@qleos.com

Fraudulent Claims

We reserve the right to deny future claims, refuse refunds, and block customer accounts in cases of misuse, abuse, or suspected fraudulent activity.

Store Credits (Nature & Use)

• Nature. Store Credits are a promotional, non-cash value tied to your account. They are non-transferable, do not bear interest, and are not redeemable for cash.
• Earning. Credits are calculated from the eligible order subtotal (net product value after coupons; excluding shipping, taxes, fees, and excluded SKUs/categories). Credits are granted when an order status is Completed. Orders in On-hold/Processing do not yet earn credits.
• Redemption. Credits can be applied at checkout as a non-taxable negative fee that reduces the payable amount. Per-order thresholds and/or caps may apply (e.g., up to X% of the post-coupon total) and are shown in your Credits Center.
• Exclusions. Credits do not apply to shipping, taxes, gift cards, fees, or specifically excluded products/categories unless explicitly stated on the product or cart page.
• Validity. Unless otherwise announced, credits do not expire. QLEOS may update this rule prospectively with reasonable notice.
• Refunds & Cancellations (Proportional).
• – If an order from which credits were earned is later refunded or cancelled in whole or in part, the credited amount is reversed proportionally.
• – If an order where credits were used is refunded/cancelled, the used credits are returned proportionally to your balance.
• Self-referral & Fair Use. Credits are intended for end customers. Self-referral (e.g., generating referral rewards from one’s own code/attribution) does not earn rewards. Coupon abuse, duplicate accounts, order-status manipulation, and fraud/chargebacks are prohibited. QLEOS may revoke benefits and/or restrict access to the Program in such cases.
• Transferability. Store Credits are personal and tied to your account email; transfer or resale is not permitted.
• Program Changes. QLEOS may modify Program rules (e.g., earn rates, redemption limits, exclusions) or discontinue the Program. Material changes will be posted on this page. If the Program ends, QLEOS will provide a reasonable redemption period and/or convert remaining balances into personal vouchers usable on qleos.com.
• Balance Disputes. For any balance questions or discrepancies, contact info@qleos.com. For auditability, we maintain a ledger of credit earnings/spends and proportional adjustments on refunds.

Earning Credits & Friend Discount

• Referral purchases. If a customer completes an order using your short link or referral code, you earn Store Credits at the Program rate (e.g., 3% of the eligible amount), subject to minimum order thresholds and per-order caps set in the Program.
• Friend discount. Friends using your code receive a cart-level percentage discount (e.g., 5%) applied at checkout.
• When granted. Credits are granted when the order status becomes Completed. Orders that are Cancelled/Refunded/Failed do not earn credits.

Refunds & Reversals (Proportional)

• If you used credits on an order that is later refunded, the used credits are returned proportionally to your balance based on the refunded share.
• If you earned credits from a referred or your own purchase and that order is refunded, the earned credits are revoked proportionally.
• This proportional method mirrors how WooCommerce allocates refunds across the order.

Referral Codes & Fair Use

• Each code is unique and tied to a single account. QLEOS may refuse codes that are misleading, infringing, or offensive.
• Self-referrals (using your own code) do not generate referral earnings.
• Prohibited conduct includes: creating duplicate accounts, public resale of personal codes where disallowed, manipulating order status, coupon abuse, or fraud/chargebacks. QLEOS may suspend or terminate Program access and void benefits in such cases.

Program Changes

QLEOS may modify Program rules (percentages, caps, exclusions, friend discount, redemption limits) or discontinue the Program. Material changes will be published on this page. If the Program ends, QLEOS will provide a reasonable redemption period and/or convert balances to vouchers of equivalent value usable on qleos.com.

Youth Sports Development Fund

Customers may voluntarily add a €2 contribution (or other specified amount) at checkout to support the Youth Sports Development Fund. This contribution is considered a charitable donation and is not required for purchase. All collected funds will be allocated exclusively to supporting young promising athletes, including but not limited to training, equipment, and program development. Donations made to the Youth Sports Development Fund are non-refundable, even if you exercise your statutory withdrawal right for purchased goods.

Product Safety and Intended Use

QLEOS products are dietary supplements designed for adult use only. Products must be used strictly as directed on the label or website. They are not intended to diagnose, treat, cure, or prevent any disease. Consult your physician before starting any supplement, especially if you are pregnant, nursing, on medication, or have a medical condition. We are not liable for misuse or off-label use of our products.

Legal Guarantee of Conformity (EU)

Consumers benefit from a statutory guarantee of conformity for goods. If a product is not in conformity, you are entitled—without charge—to have it brought into conformity by repair or replacement within a reasonable time and without significant inconvenience. Where the non-conformity persists or repair/replacement is impossible or disproportionate, you may request a proportionate price reduction or terminate the contract. If a lack of conformity becomes apparent within 30 days after delivery, you may withdraw from the contract and obtain a refund. These rights apply for at least two years from delivery and exist independently of any commercial warranties or the voluntary 60-day satisfaction guarantee.

Intellectual Property

All content on www.qleos.com—including product names, text, branding, images, design, logos, and videos—is the intellectual property of QLEOS d.o.o. or its licensors and is protected by copyright and trademark law. Unauthorized use, reproduction, or redistribution is strictly prohibited.

Limitation of Liability

To the maximum extent permitted by law, QLEOS disclaims liability for indirect, incidental, or consequential damages arising from the use of its products or website. Our liability for direct damages shall be limited to the price paid for the product in question. We do not warrant uninterrupted or error-free access to our website.

Data Protection

We process personal data in accordance with our Privacy Policy, which forms part of these Terms. By placing an order, contacting us, or using our website, you consent to the collection and lawful processing of your data as described therein.

Loyalty & Rewards

The Program is available to natural persons with a QLEOS account and a valid email. Enrollment occurs when you create an account or join via My Account → Rewards. Benefits are personal, non-transferable, and tied to your account email.

You earn rewards based on eligible product subtotal on paid orders. One XP is granted for each euro of eligible product spend. Taxes, shipping, fees, and any excluded categories or SKUs do not qualify. Progress remains pending while orders are in On-hold or Processing status and becomes confirmed only when an order is marked Completed in our system. QLEOS may exclude specific products or categories from the Program; such exclusions will be reasonably disclosed on product or cart pages or in help pages.

Your active discount always reflects the highest tier you’ve reached within the current protection window. In practical terms, once your eligible spend reaches roughly forty-five euro you receive three percent (rank “Mouse”); at about ninety euro it becomes five percent (“Fox”); at one hundred fifty it is seven percent (“Wolf”); around two hundred twenty-five unlocks ten percent (“Bear”); at three hundred you move to twelve percent (“Tiger”); at roughly four hundred you get fifteen percent (“Gorilla”); by five hundred twenty-five you reach eighteen percent (“Stag”); and from six hundred seventy-five onward the discount is twenty percent (“Lion”). Your personal loyalty coupon may be automatically applied at checkout while valid and while you are signed in. QLEOS may exclude certain products or categories from the percentage discount and may limit stacking with other promotions unless expressly allowed on the product or cart page.

Each eligible purchase resets a seventy-day “Tier Protection” window. If seventy days pass without an eligible purchase, your discount will soft-decay to the previous tier and can continue to step down to zero percent after further inactivity. Any new eligible purchase restarts the seventy-day window and may raise your tier again.

Badges may be unlocked as you participate and can grant rewards issued as personal vouchers, either fixed-cart amounts or free-shipping perks. Illustrative examples include Patron (donation) with a small fixed voucher, Sistem Upgrade (Optimized Creatine) and FlowState (Optima 900 ml) with modest fixed vouchers, Sprinter and Marathon for sustained engagement windows with increasing fixed vouchers, Beast Mode when a higher percentage tier is reached, Lionheart for the top tier, as well as XP-based milestones such as Momentum, Elite, Consistency, Endurance, Personal Record, Athlete, and Alpha with progressively larger fixed-cart vouchers; the Elite milestone provides a free-shipping benefit described below. Voucher values and badge criteria may be updated over time; the Rewards Center reflects your current entitlements.

Vouchers are personal to your account email, generally single-use, and may not be sold or transferred. Free-shipping vouchers apply to standard shipping methods available to your region and do not cover surcharges, oversized or expedited services, or remote-area fees. QLEOS may update eligible shipping methods or coverage zones from time to time.

If an order is cancelled, refunded, or fails after rewards have been granted, QLEOS will reverse the corresponding XP, badges, vouchers, streak increments, tier progress, and any pending balances. If a badge was triggered by purchasing a specific product and that product is later refunded, QLEOS may remove that badge unless you have other Completed orders with the same product.

To preserve fairness, QLEOS may suspend or terminate Program access and void benefits in cases such as account sharing or duplicate accounts, public sharing or resale of personal coupons, coupon abuse or manipulation of order status, or fraud or chargeback activity.

QLEOS may modify Program rules, including tiers, badges, voucher values, and exclusions, or discontinue the Program. Material changes will be posted on this page with an updated “Last updated” date. If the Program ends, unused vouchers may expire and discounts will cease.

Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of Slovenia. If you are a consumer residing in the EU/EEA/UK, you also enjoy the protection of the mandatory consumer law of your country of residence, and you may bring proceedings in the courts of that country. Nothing in these Terms limits your mandatory consumer rights.

Changes to the Terms

We reserve the right to modify or update these Terms at any time. The latest version is always available on our website. Continued use of the website after changes have been posted constitutes your acceptance of the new Terms.

Force Majeure

QLEOS shall not be held liable for any failure to perform due to events beyond its reasonable control, including but not limited to natural disasters, war, acts of terrorism, pandemics, strikes, supply chain disruptions, or government restrictions.

Acceptance of Terms

By placing an order on our website, signing up for our newsletter, submitting a contact form, or otherwise using our services, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions and our Privacy Policy.

Contact

For any questions regarding these Terms, please contact:

QLEOS Biotech d.o.o.
Email: info@qleos.com