Return and Refund Policy

Overview

The return and refund policy of ALTA CREATORS S.A. DE C.V., hereinafter referred to as ATARA IN, is valid for a period of 10 days from the date of purchase. After this period, unfortunately, we cannot offer a full refund or exchange for another product.

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

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

• Request Within the Specified Period: The customer must submit the return request within the timeframe specified in the first paragraph.
• Proof of Purchase: The customer must provide the original proof of purchase demonstrating the acquisition of the digital service. This may include a payment receipt, an electronic invoice, or any other valid document proving the transaction.
• Justified Reason: The customer must provide a valid and justified reason for returning the digital service. This may include unresolved technical issues, breach of contract terms, dissatisfaction with the quality of the service, or other reasons accepted by ATARA IN.
• Additional Documentation: In some cases, ATARA IN may request additional documentation supporting the return request, such as screenshots of errors, 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 should not have been used in its entirety or significantly in a manner that impedes 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 ATARA IN for requesting and processing the return of the digital service. This may include completing an online return form, contacting customer service, or following specific instructions provided by ATARA IN.

Refunds

To evaluate a refund for the customer, the following process must be followed:

• Refund Request: The customer must initiate the refund process by contacting ATARA IN ‘ customer service department. This can be done via email or phone as 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 ATARA IN ‘ refund policy. This includes checking that the request is within the specified timeframe and that the reason for the request is valid.
• Documentation: The customer may be required to provide additional documentation supporting their refund request. This may include proof of purchase, details of the contracted service, screenshots of issues, or any other relevant information.
• Request Evaluation: The customer service team evaluates the refund request and determines whether it proceeds according to ATARA IN ‘ 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 credit to the customer’s original payment method.
• Refund Process: ATARA IN 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 will be sent to the customer via email or another agreed-upon method, informing them that the refund has been successfully processed.
• Post-Refund Follow-up: After the refund, ATARA IN may follow up to ensure 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 your refund, we recommend checking your bank account again and contacting your credit card company. Sometimes, refunds may take time to officially reflect in your account.

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

Exchanges

We offer the option to replace digital products with another of equal value or, if the desired product is of higher value, the customer will need to pay the difference.

Modifications

The most recent version of this document will be updated on our website; we suggest visiting this section regularly.

LAST UPDATED: AUGUST 2024