Refund Policy – Online Services
1. Objective
To establish clear and transparent guidelines for handling refund requests for services contracted and paid through our online platform.
2. Scope
This policy applies to all customers who contract and pay for services through our website, mobile application, or any authorized digital platform.
3. General Conditions
All payments are processed online through secure third-party platforms (Stripe, PayPal, MercadoPago, or others).
The customer is responsible for verifying the information before confirming the purchase of the service.
Approved refunds will be made through the same payment method used by the customer.
Under no circumstances will refunds be made in cash.
4. Deadlines to Request a Refund
Early cancellation: The customer may request a refund up to 72 hours before the scheduled date and time of the service.
Late cancellation: If the request is made less than 72 hours before the service, a cancellation fee equivalent to 30% of the total value will apply.
No Show: If the customer does not use the service at the scheduled date and time, no refund will be granted.
5. Non-Refundable Services
Services already provided, in whole or in part.
Promotions, special discounts, or services purchased as part of a “non-cancelable package.”
Cases where cancellation depends on external providers and they do not grant a refund.
6. Procedure to Request a Refund
The customer must send an email to [email@company.com] with the following information:
Full name
Order/Service number
Reason for cancellation
Once the request is received, the Customer Service department will review it within 48 business hours.
If applicable, the refund will be processed within 10 to 15 business days, depending on the payment gateway’s processing times.
7. Special Cases
Force majeure (illness, emergencies, etc.): The company may evaluate each case and grant a credit to reschedule the service at no additional cost, instead of issuing a refund.
Cancellations by the company: If the service cannot be provided due to causes attributable to the company, the customer will receive a 100% refund of the payment made.
8. Contact
For questions or clarifications regarding this policy, the customer may contact:
info@kinkysquad.com
(619)517.6046