Refund policy

Scope

This policy applies to payments made for Imagina IT Solutions licences, renewals, maintenance, support and digital services.

Our products usually require activation, technical configuration or support associated with a specific licence.

Before activation

If payment has been made but the licence, renewal or service has not yet been activated or started, the customer may request cancellation and refund by writing to [email protected].

After activation

Once the licence has been activated, maintenance renewed, support provided or the contracted service started, payment will not be refundable except in the event of an error attributable to Imagina IT Solutions, duplicate charge or applicable legal right.

Refundable cases

• Duplicate charge or clearly incorrect amount.
• Payment made by mistake and reported before service activation.
• Technical impossibility confirmed by Imagina IT Solutions before the service becomes operational.
• Any mandatory case required by applicable regulations.

How to request it

The request must be sent to [email protected] indicating company, contact, product, payment reference, date and amount.

We will review the request and normally respond within a reasonable timeframe. If the refund applies, it will be made through the same payment method whenever possible.

Fees and third parties

Bank fees, exchange differences, taxes, withholdings or third-party costs may not be recoverable if they do not depend on Imagina IT Solutions.