{"id":2385,"date":"2025-09-13T16:26:16","date_gmt":"2025-09-13T22:26:16","guid":{"rendered":"https:\/\/publipunch.com\/?page_id=2385"},"modified":"2025-09-13T17:16:32","modified_gmt":"2025-09-13T23:16:32","slug":"politica-de-reembolsos-y-cancelaciones","status":"publish","type":"page","link":"https:\/\/publipunch.com\/en\/politica-de-reembolsos-y-cancelaciones\/","title":{"rendered":"Refund and Cancellation Policy"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"2385\" class=\"elementor elementor-2385\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4f9800f2 e-con-full e-flex e-con e-parent\" data-id=\"4f9800f2\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-365d3e29 elementor-widget elementor-widget-text-editor\" data-id=\"365d3e29\" data-element_type=\"widget\" data-no-translation=\"\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t<style>.elementor-element-365d3e29{display:none !important}<\/style>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fb5c3fb elementor-widget elementor-widget-text-editor\" data-id=\"fb5c3fb\" data-element_type=\"widget\" data-no-translation=\"\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>Last update:<\/strong>September 2, 2025<br \/><strong>Applicable to:<\/strong> All services on publipunch.com<br \/><strong>Legal framework:<\/strong> Federal Consumer Protection Law and the Commercial Code, and its Regulations<\/p>\n<p><strong>COMMITMENT TO DIGITAL SATISFACTION<\/strong><\/p>\n<p>At <strong>PUBLIPUNCH<\/strong>, 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.<\/p>\n<p><strong>1. LEGAL CLASSIFICATION OF OUR SERVICES<\/strong><\/p>\n<p><strong>PUBLIPUNCH<\/strong>offers digital services including:<\/p>\n<ul>\n<li><strong>Digital Marketing Consulting:<\/strong>Customized strategies and specialized advice<\/li>\n<li><strong>Digital Campaign Management:<\/strong>Administration of advertising campaigns on digital platforms<\/li>\n<li><strong>Analysis and Reports:<\/strong>Market studies and digital performance analysis<\/li>\n<li><strong>Digital Content Creation:<\/strong>Development of creative materials for digital media<\/li>\n<li><strong>Digital Training:<\/strong>Courses and training in digital marketing<\/li>\n<li><strong>Configuration Services:<\/strong>Initial setup of tools and platforms<\/li>\n<\/ul>\n<p><strong>2. PRINCIPLES OF OUR POLICY<\/strong><\/p>\n<p><strong>Full Transparency<\/strong><\/p>\n<p>Clear conditions without small print for intangible digital services.<\/p>\n<p><strong>Commercial Fairness<\/strong><\/p>\n<p>Balance between customer protection and viability of digital services.<\/p>\n<p><strong>Smart Flexibility<\/strong><\/p>\n<p>Options adapted to the intangible nature of our services.<\/p>\n<p><strong>User Protection<\/strong><\/p>\n<p>Specific guarantees for digital services and technical failures.<\/p>\n<p><strong>3. CANCELLATION POLICY<\/strong><\/p>\n<p><strong>3.1 Digital Consulting Services<\/strong><\/p>\n<p><strong>Consulting Not Started<\/strong><\/p>\n<ul>\n<li>Full cancellation up to 24 hours before start<\/li>\n<li>100% refund without penalties<\/li>\n<li>One-time free rescheduling if needed<\/li>\n<\/ul>\n<p><strong>Consulting In Progress<\/strong><\/p>\n<ul class=\"decimal_type\">\n<li>Partial cancellation proportional to services not yet provided<\/li>\n<li>No refund for sessions already completed<\/li>\n<li>Temporary pause up to 30 days at no additional cost<\/li>\n<\/ul>\n<p><strong>3.2 Digital Campaign Management<\/strong><\/p>\n<p><strong>Campaigns Not Launched<\/strong><\/p>\n<ul>\n<li>Full cancellation if execution has not started<\/li>\n<li>Full refund minus already incurred setup costs<\/li>\n<li>Delivery of the strategy developed up to that point<\/li>\n<\/ul>\n<p><strong>Active Campaigns<\/strong><\/p>\n<ul>\n<li>Non-refundable advertising budget already spent on platforms<\/li>\n<li>Immediate cancellation of future services<\/li>\n<li>Final report of results obtained to date<\/li>\n<\/ul>\n<p><strong>4. REFUND SCENARIOS<\/strong><\/p>\n<p><strong>4.1 Automatic Refunds<\/strong><\/p>\n<p><strong>Attributable Technical Failures<\/strong><\/p>\n<ul>\n<li>Platform unavailability for more than 48 hours<\/li>\n<li>Errors in campaign setup due to internal failures<\/li>\n<li>Data loss caused by PUBLIPUNCH technical issues<\/li>\n<\/ul>\n<p><strong>Services Not Provided<\/strong><\/p>\n<ul>\n<li>Consulting not delivered on the agreed date due to internal causes<\/li>\n<li>Reports not delivered within the established timeframe<\/li>\n<li>Configurations not completed according to specifications<\/li>\n<\/ul>\n<p><strong>For services not started or not delivered:<\/strong><\/p>\n<ul class=\"decimal_type\">\n<li>Term: 5 business days after contracting<\/li>\n<li>Refund: 100% without penalties<\/li>\n<li>Exception: Customized services already executed according to specifications<\/li>\n<\/ul>\n<p><strong>4.2 Satisfaction Guarantee<\/strong><\/p>\n<p><strong>Consulting Services<\/strong><\/p>\n<ul class=\"decimal_type\">\n<li>30 days to request a refund if the service does not meet expectations<\/li>\n<li>Requirement: Active client participation in the process<\/li>\n<li>Excludes: Changes in strategy due to external factors to the service<\/li>\n<\/ul>\n<p><strong>4.3 Express Exclusions<\/strong><\/p>\n<p><strong>Marketing Results<\/strong><\/p>\n<ul>\n<li>Performance of campaigns on external platforms (Google, Facebook, etc.)<\/li>\n<li>Conversion metrics below expectations<\/li>\n<\/ul>\n<p><strong>Client Circumstance Changes<\/strong><\/p>\n<ul>\n<li>Modification of business objectives during the service<\/li>\n<li>Budget changes unrelated to the service<\/li>\n<li>Strategic decisions after service start<\/li>\n<\/ul>\n<p><strong>Digital Services Already Consumed<\/strong><\/p>\n<ul>\n<li>Consulting already delivered in completed sessions<\/li>\n<li>Reports already delivered and reviewed<\/li>\n<li>Training already provided with certificate issued<\/li>\n<li>Configurations completed and functioning correctly<\/li>\n<\/ul>\n<p><strong>5. REFUND REQUEST PROCESS<\/strong><\/p>\n<p><strong>5.1 Required Information<\/strong><\/p>\n<ul class=\"decimal_type\">\n<li>Contract details: Service number and contracting date<\/li>\n<li>Detailed description: Specific reason for the request<\/li>\n<li>Evidence: Documentation supporting the request (emails, screenshots, reports)<\/li>\n<li>Proposed solution: Preferred alternative (refund, re-execution, credit)<\/li>\n<\/ul>\n<p><strong>5.2 Contact Channel<\/strong><\/p>\n<ul>\n<li>Specialized Email: atencion@publipunch.com<\/li>\n<li>Subject Information: Refund Request<\/li>\n<li>Initial Response: Maximum 48 business hours<\/li>\n<\/ul>\n<p><strong>6. REFUND METHODS<\/strong><\/p>\n<p><strong>Monetary Refund<\/strong><\/p>\n<p><strong>By Original Payment Method<\/strong><\/p>\n<p><strong>7. SPECIAL CASES<\/strong><\/p>\n<p><strong>7.1 Customized Services<\/strong><\/p>\n<p>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.<\/p>\n<p><strong>7.2 Service Packages<\/strong><\/p>\n<p>In service combinations, the refund will be calculated proportionally according to components already executed vs. pending execution.<\/p>\n<p><strong>8. PREVENTION OF CONFLICT SITUATIONS<\/strong><\/p>\n<p><strong>8.1 Proactive Communication<\/strong><\/p>\n<ul>\n<li>Regular progress reports during execution<\/li>\n<li>Early alerts about possible deviations<\/li>\n<li>Interim reviews on long projects<\/li>\n<li>Open two-way feedback channels<\/li>\n<\/ul>\n<p><strong>8.2 Transparent Documentation<\/strong><\/p>\n<ul>\n<li>Clear scopes defined in writing before start<\/li>\n<li>Specific schedules with verifiable milestones<\/li>\n<li>Mutually established acceptance criteria<\/li>\n<li>Change log during execution<\/li>\n<\/ul>\n<p><strong><\/strong><\/p>\n<p><strong>9. DISPUTE RESOLUTION<\/strong><\/p>\n<p><strong>9.1 Internal Mediation<\/strong><\/p>\n<p>Escalation: If no agreement is reached initially, a different internal mediator is assigned to review the entire case.<\/p>\n<p>Term: 10 additional business days for second evaluation.<\/p>\n<p><strong>9.2 External Instance<\/strong><\/p>\n<p>For cases not resolved internally, it is possible to turn to PROFECO or commercial mediation, with PUBLIPUNCH maintaining full openness to the process.<\/p>\n<p><strong>10. CONTINUOUS IMPROVEMENT<\/strong><\/p>\n<p><strong>10.1 Mandatory Feedback<\/strong><\/p>\n<p>Each refund request includes an experience survey to identify improvement areas in our processes.<\/p>\n<p><strong>10.2 Policy Update<\/strong><\/p>\n<p>This policy is reviewed semi-annually incorporating lessons from real cases and changes in the digital marketing industry.<\/p>\n\n<p><strong>SPECIALIZED CONTACT<\/strong><\/p>\n<p><strong>Refund Assistance<\/strong><\/p>\n<p><strong>Email:<\/strong><a href=\"mailto:atencion@publipunch.com\"><strong>atencion@publipunch.com<\/strong><\/a><br \/><em>This policy is specifically designed for digital services, recognizing their nature and establishing fair conditions for all parties involved.<\/em><\/p>\n\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>\u00daltima actualizaci\u00f3n: 2 septiembre 2025Aplicable a: Todos los servicios de la p\u00e1gina publipunch.comMarco legal: Ley Federal de Protecci\u00f3n al Consumidor y C\u00f3digo de Comercio, [&hellip;]<\/p>","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2385","page","type-page","status-publish","hentry"],"acf":{"full_width":true,"header_transparent":false},"_links":{"self":[{"href":"https:\/\/publipunch.com\/en\/wp-json\/wp\/v2\/pages\/2385","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/publipunch.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/publipunch.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/publipunch.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/publipunch.com\/en\/wp-json\/wp\/v2\/comments?post=2385"}],"version-history":[{"count":73,"href":"https:\/\/publipunch.com\/en\/wp-json\/wp\/v2\/pages\/2385\/revisions"}],"predecessor-version":[{"id":2459,"href":"https:\/\/publipunch.com\/en\/wp-json\/wp\/v2\/pages\/2385\/revisions\/2459"}],"wp:attachment":[{"href":"https:\/\/publipunch.com\/en\/wp-json\/wp\/v2\/media?parent=2385"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}