Refunds and Cancellation Policy

1. Scope

Sections describing FacturaOS refund windows, credits, and seat adjustments apply only to fees paid directly to FacturaOS for subscriptions and workspace seat capacity. They do not govern refunds that a FacturaOS business user owes its own customers or processing, service, refund, dispute, or other fees charged by Stripe, Evertec, ATH Móvil Business, or another payment provider.

In-app subscriptions purchased through Apple's App Store are billed and refunded by Apple under the App Store purchase terms and applicable law. Apple—not FacturaOS or RevenueCat—decides App Store refund eligibility and sends an approved refund to the applicable Apple payment method. RevenueCat validates transaction status and synchronizes the resulting entitlement; neither FacturaOS nor RevenueCat independently charges your Apple Account or can alter, cancel, approve, issue, or control the timing of an App Store refund.

2. Customer memberships and business refunds

A membership, service, product, invoice, or other purchase from a business using FacturaOS is a transaction with that business—not a purchase from FacturaOS. The business sets and is responsible for its customer terms, cancellation policy, benefit availability, service delivery, refunds, and consumer-law obligations. Contact the business shown at checkout or on the receipt about the purchase.

FacturaOS cannot approve or issue a refund from a connected business's Stripe account or for ATH Móvil Business, cash, check, transfer, or another externally collected method unless a specific product flow expressly says otherwise. Cancelling or pausing a membership stops future access or billing only as shown and does not automatically refund a completed charge or unused benefit. The business must use the provider-supported refund process and accurately update its records.

3. Trials and conversion to paid service

Eligible new subscribers purchasing directly from FacturaOS may receive a 30-day introductory trial. App Store purchases use the introductory period Apple displays before confirmation. The checkout or App Store purchase sheet shows the selected plan, billing interval, trial terms, renewal price, and renewal period before enrollment. Provider-specific eligibility and duration rules apply; Apple determines App Store introductory-offer eligibility for the applicable subscription group.

Cancel before the displayed trial end to avoid the first charge. If you do not cancel, the subscription converts to the selected paid plan at the displayed price and renews until cancelled. Cancel an App Store trial or subscription in Apple subscription settings.

4. Monthly subscriptions

For subscriptions paid directly to FacturaOS, monthly charges are generally non-refundable once processed. You may cancel future renewal, and access normally continues through the end of the paid monthly period unless the product states otherwise, the account is deleted, or access is suspended for cause. App Store monthly refunds are decided only by Apple.

5. Annual subscriptions

For an annual plan paid directly to FacturaOS, you may request a refund of the first annual-plan purchase within 14 calendar days after the charge. Direct annual renewals may also be refunded if requested within 14 calendar days after renewal, subject to verification, applicable law, and deduction or denial for material abuse, excessive use after renewal, or benefits already consumed where law permits. This FacturaOS window does not apply to an App Store purchase; Apple alone evaluates that refund request under its rules and applicable law.

After the direct-purchase 14-day window, annual charges paid to FacturaOS are generally non-refundable and cancellation stops the next renewal while access continues through the paid term. App Store access normally continues until the entitlement expires unless Apple reports a refund or revocation.

6. Plan changes and billing intervals

For direct billing, upgrades and annual-plan changes may take effect immediately with a prorated charge or account credit shown before confirmation. Downgrades normally take effect at renewal and do not create a cash refund for unused time. Annual-to-monthly changes normally begin after the annual term; monthly-to-annual changes may begin immediately as shown in the product. Apple controls the timing, price treatment, and any prorated refund for an App Store upgrade, downgrade, or crossgrade.

Account credits are not cash, are not transferable, and apply only to future eligible FacturaOS charges unless law requires otherwise.

7. Seat purchases and reductions

Added seat capacity may be charged immediately on a prorated basis. An accidental seat addition may be refunded or credited if requested within 14 calendar days of the seat charge and the invitation was unused or the member is promptly removed.

Otherwise, reducing seats normally creates an account credit or takes effect at renewal as shown. Assigned members and pending invitations must be removed or revoked before capacity can be reduced.

8. Billing mistakes and service failures

For a direct charge, we will refund or credit a verified duplicate charge, incorrect amount, or billing error caused by FacturaOS. Report suspected errors promptly with the account email, charge date, amount, and non-sensitive supporting information. For an App Store charge, request billing review or a refund from Apple; FacturaOS may investigate the corresponding entitlement but cannot reverse Apple's charge.

If a material FacturaOS outage or access failure prevented normal paid use, support may provide a prorated credit or refund after reviewing duration, scope, cause, affected plan, and available workarounds. This is discretionary unless law or a signed service-level agreement requires otherwise. Third-party outages, provider reviews, unsupported configurations, device or internet problems, and failure to complete setup do not automatically qualify.

9. How to cancel or request review

Cancel a subscription paid directly to FacturaOS through the workspace billing controls. If those controls are unavailable, email contact@facturaos.com before renewal with the account email and workspace name. Manage or cancel an App Store subscription through Apple subscription settings at https://apps.apple.com/account/subscriptions; FacturaOS and RevenueCat cannot cancel it for you. Deleting a FacturaOS account is separate and does not cancel an App Store subscription.

Send refund or credit requests for direct FacturaOS charges to contact@facturaos.com within the applicable window. We may verify identity, workspace authority, payment records, usage, invitations, and prior refunds. Approved direct refunds return to the original method when possible; provider and bank processing times vary.

For an App Store charge, sign in at https://reportaproblem.apple.com with the Apple Account used for the purchase and submit the subscription refund request to Apple. Apple controls eligibility, approval, payment method, status, and return timing under its policies and applicable law. Contact FacturaOS support only for product access or entitlement-sync help; neither FacturaOS nor RevenueCat can approve, issue, or expedite an App Store refund.

10. Chargebacks and non-waivable rights

For a direct FacturaOS charge, contact us before filing a chargeback so we can investigate. For an App Store charge, use Apple's refund and support channels. An Apple-approved refund, transaction revocation, failed renewal, or billing dispute may suspend or end paid access when Apple reports that the entitlement is no longer active. FacturaOS and RevenueCat cannot override that provider status, and the event does not automatically create separate FacturaOS refund eligibility. Fraudulent or abusive disputes may lead to termination.

Nothing in this Policy limits refund, cancellation, or cooling-off rights that cannot be waived under applicable law. Where such law provides greater protection, that law controls.