Home Refund Policy

Overview

Our return and refund policy extends for a period of 10 days from the date of purchase. After this period, unfortunately, we cannot offer you a full refund or exchange for another product.

Considering that the products we sell on our website are digital, in order to proceed with a return or exchange for another similar digital product, we require proof of payment reflecting the order number and amount paid.

To complete your return, the following requirements must be met:

  • Request Within Specified Period: The customer must submit the return request within the specified period in the first paragraph.
  • Proof of Purchase: The customer is required to present the original purchase receipt demonstrating the acquisition of the digital service. This can be a payment receipt, an electronic invoice, or any other valid document that proves the transaction.
  • Justified Reason: The customer must provide a valid and justified reason for the return of the digital service. This may include unresolved technical issues, breach of contract terms, dissatisfaction with the quality of service, among other reasons accepted by ALTA CREATORS S.A. DE C.V.
  • Additional Documentation: In some cases, ALTA CREATORS S.A. DE C.V. may request additional documentation to support the return request, such as error screenshots, technical support emails, or any other relevant evidence supporting the customer's claim.
  • Service Condition: The digital service must be in a condition to be returned, meaning it must not have been used in its entirety or in a significant manner that prevents its return. In the case of subscription services, subscription cancellation may be required before proceeding with the return.
  • Return Process: The customer must follow the process established by ALTA CREATORS S.A. DE C.V. to request and process the return of the digital service. This may include completing an online return form, contacting customer service, or following specific instructions provided by ALTA CREATORS S.A. DE C.V.


Refunds

For ALTA CREATORS S.A. DE C.V. to consider issuing a refund to the customer, the following process must be followed.

  • Refund Request: The customer must initiate the refund process by contacting ALTA CREATORS S.A. DE C.V.'s customer service department. This can be done by email or phone, which is indicated in the contact section of this website.
  • Eligibility Verification: The customer service team will verify if the customer meets the requirements for a refund according to ALTA CREATORS S.A. DE C.V.'s refund policy. This includes checking that the request is within the specified period and that the reason for the request is valid.
  • Documentation: The customer may be required to provide additional documentation to support their refund request. This may include proof of purchase, details of the service contracted, screenshots of issues, or any other relevant information.
  • Request Evaluation: The customer service team evaluates the refund request and determines whether it is appropriate or not according to ALTA CREATORS S.A. DE C.V.'s terms and conditions. If more information is required, the customer will be asked to provide it.
  • Refund Approval: If the refund request is approved, the customer will be notified, and the refund process will proceed. This involves issuing the corresponding credit to the customer's original form of payment.
  • Refund Process: ALTA CREATORS S.A. DE C.V. processes the refund according to the established payment methods. This may involve refunding the money to the customer's credit card, through bank transfer, or other payment methods used in the initial transaction.
  • Customer Confirmation: Once the refund process is completed, a confirmation is sent to the customer by email or through another agreed-upon communication method, informing that the refund has been successfully processed.
  • Post-Refund Follow-Up: After the refund, ALTA CREATORS S.A. DE C.V. may follow up to ensure that the customer is satisfied with the process and address any additional concerns that may arise.


Delayed or Missing Refunds

If you have not yet received the refund, we recommend checking your bank account again and contacting your credit card company. Sometimes, refunds may take some time to be officially reflected in your account.

If you have followed these steps and still have not received your refund, please do not hesitate to contact us via email.

Exchanges

We offer the possibility of replacing digital products with another of equal value or, if the desired product is of higher value, the customer must pay the difference.

Modifications

The latest version of the document will be kept updated on our website, so we suggest visiting this section regularly.

LAST UPDATED: APRIL 2024