Refund and Cancellation Policy
Last update:September 2, 2025
Applicable to: All services on publipunch.com
Legal framework: Federal Consumer Protection Law and the Commercial Code, and its Regulations
COMMITMENT TO DIGITAL SATISFACTION
At PUBLIPUNCH, we understand that in the digital world, flexibility and transparency are essential. This policy sets fair conditions for the handling of refunds and cancellations of our intangible digital marketing services.
1. LEGAL CLASSIFICATION OF OUR SERVICES
PUBLIPUNCHoffers digital services including:
- Digital Marketing Consulting:Customized strategies and specialized advice
- Digital Campaign Management:Administration of advertising campaigns on digital platforms
- Analysis and Reports:Market studies and digital performance analysis
- Digital Content Creation:Development of creative materials for digital media
- Digital Training:Courses and training in digital marketing
- Configuration Services:Initial setup of tools and platforms
2. PRINCIPLES OF OUR POLICY
Full Transparency
Clear conditions without small print for intangible digital services.
Commercial Fairness
Balance between customer protection and viability of digital services.
Smart Flexibility
Options adapted to the intangible nature of our services.
User Protection
Specific guarantees for digital services and technical failures.
3. CANCELLATION POLICY
3.1 Digital Consulting Services
Consulting Not Started
- Full cancellation up to 24 hours before start
- 100% refund without penalties
- One-time free rescheduling if needed
Consulting In Progress
- Partial cancellation proportional to services not yet provided
- No refund for sessions already completed
- Temporary pause up to 30 days at no additional cost
3.2 Digital Campaign Management
Campaigns Not Launched
- Full cancellation if execution has not started
- Full refund minus already incurred setup costs
- Delivery of the strategy developed up to that point
Active Campaigns
- Non-refundable advertising budget already spent on platforms
- Immediate cancellation of future services
- Final report of results obtained to date
4. REFUND SCENARIOS
4.1 Automatic Refunds
Attributable Technical Failures
- Platform unavailability for more than 48 hours
- Errors in campaign setup due to internal failures
- Data loss caused by PUBLIPUNCH technical issues
Services Not Provided
- Consulting not delivered on the agreed date due to internal causes
- Reports not delivered within the established timeframe
- Configurations not completed according to specifications
For services not started or not delivered:
- Term: 5 business days after contracting
- Refund: 100% without penalties
- Exception: Customized services already executed according to specifications
4.2 Satisfaction Guarantee
Consulting Services
- 30 days to request a refund if the service does not meet expectations
- Requirement: Active client participation in the process
- Excludes: Changes in strategy due to external factors to the service
4.3 Express Exclusions
Marketing Results
- Performance of campaigns on external platforms (Google, Facebook, etc.)
- Conversion metrics below expectations
Client Circumstance Changes
- Modification of business objectives during the service
- Budget changes unrelated to the service
- Strategic decisions after service start
Digital Services Already Consumed
- Consulting already delivered in completed sessions
- Reports already delivered and reviewed
- Training already provided with certificate issued
- Configurations completed and functioning correctly
5. REFUND REQUEST PROCESS
5.1 Required Information
- Contract details: Service number and contracting date
- Detailed description: Specific reason for the request
- Evidence: Documentation supporting the request (emails, screenshots, reports)
- Proposed solution: Preferred alternative (refund, re-execution, credit)
5.2 Contact Channel
- Specialized Email: atencion@publipunch.com
- Subject Information: Refund Request
- Initial Response: Maximum 48 business hours
6. REFUND METHODS
Monetary Refund
By Original Payment Method
7. SPECIAL CASES
7.1 Customized Services
For specific developments or specialized consulting, particular terms will apply according to the scope agreed upon in each project, which may differ from this general policy.
7.2 Service Packages
In service combinations, the refund will be calculated proportionally according to components already executed vs. pending execution.
8. PREVENTION OF CONFLICT SITUATIONS
8.1 Proactive Communication
- Regular progress reports during execution
- Early alerts about possible deviations
- Interim reviews on long projects
- Open two-way feedback channels
8.2 Transparent Documentation
- Clear scopes defined in writing before start
- Specific schedules with verifiable milestones
- Mutually established acceptance criteria
- Change log during execution
9. DISPUTE RESOLUTION
9.1 Internal Mediation
Escalation: If no agreement is reached initially, a different internal mediator is assigned to review the entire case.
Term: 10 additional business days for second evaluation.
9.2 External Instance
For cases not resolved internally, it is possible to turn to PROFECO or commercial mediation, with PUBLIPUNCH maintaining full openness to the process.
10. CONTINUOUS IMPROVEMENT
10.1 Mandatory Feedback
Each refund request includes an experience survey to identify improvement areas in our processes.
10.2 Policy Update
This policy is reviewed semi-annually incorporating lessons from real cases and changes in the digital marketing industry.
SPECIALIZED CONTACT
Refund Assistance
Email:atencion@publipunch.com
This policy is specifically designed for digital services, recognizing their nature and establishing fair conditions for all parties involved.