Soluciones Tecnologicas Modotrex, S.A. de C.V. (hereinafter “Add Host”), a company incorporated under Mexican law and headquartered in Mexico, ensures refunds according to the conditions established in this refund policy.
When a customer contracts a service or accepts an offer for a project with a fixed, predetermined, or quoted amount, the customer makes a deposit payment. This payment remains with Add Host until the service is completed and the customer releases it, according to the service provided.
If any issues arise with the service, whether due to non-compliance, inconsistency, partiality, imperfection, or dissatisfaction by either the customer or Add Host, the service may be canceled by mutual agreement. In this case, the amount still under deposit may be refunded to the customer, meaning the value that has not been released to the professional by the customer.
In the event of a cancellation with a refund to the customer, this amount will be credited to the customer’s account registered with Add Host according to the payment method used in the initial transaction. At that time, the customer may choose to use the amount as credit towards future services or request a refund to their account.
If Add Host fails to send the services to the customer’s indicated email address according to their Order, or fails to send the purchase confirmation to the customer’s address according to the Order, the customer has the right to request a refund under the terms and conditions set forth.
The customer is required to follow the payment process provided by Add Host. If the customer sends funds to Add Host and then requests a cancellation by a third-party financial institution before contacting Add Host, the customer will be responsible for covering the cancellation costs.
The right to a refund only arises if the customer has paid for the Services according to what is stipulated in the Order, including all relevant fees.
Any charges that may arise from processing the refund will be borne solely by the customer. Relevant charges will be deducted from the final refund amount.
To apply for a refund, the customer must request and complete a Refund Form and send it to soporte@add-host.com from the email account associated with the customer’s account at Add Host.
The review of the refund request submitted by the customer can only begin once the customer’s identity has been verified on the Platform.
Add Host will process the Refund Form submitted by the customer as soon as possible within reasonable limits. Response times may vary depending on the reasons for the refund request and workload. In any case, Add Host will notify the customer of the outcome of the request.
The customer may also contact the support department available Monday through Saturday from 8:00 am to 6:00 pm Central Time for updates.
Please note that submitting the Refund Form does not guarantee that the refund request will be approved.
Refunds will not be possible in cases where the customer has received the contracted services to their satisfaction according to the terms of their Order. However, if the customer changes their mind and wants to return the delivered service, Add Host will not be able to process their refund as it has fulfilled its part of the service.
Add Host expects the customer to contact Add Host’s Support department at soporte@add-host.com to resolve any issues related to existing Orders before requesting a chargeback. This paragraph does not affect any rights or claims the customer may have against the relevant bank or financial institution.
Add Host will investigate chargeback requests made by the customer and will contact the customer’s bank or financial institution as directed by the relevant institutions.
If an issue arises with the service, it may be canceled. If the customer requests the cancellation, they must provide justification within 24 hours. If Add Host encounters any impediments to delivering the service due to factors beyond its control, it will notify the customer of the impediment within less than 48 hours. The customer can then choose another service or request a refund for cancellation.
In the event of a cancellation with a refund to the customer, this amount will be credited to the account or payment method used by the customer at Add Host within no more than 48 hours. At that time, the customer may choose to use the amount as credit for future contracts or request a refund.
The following information also applies to cases where customers add credit to their account.
If the customer opts for a refund, it will be processed according to the payment method used in the initial transaction.
Notes: If the payment method used is canceled or replaced, the customer should contact their issuer to verify how the refund will be processed. From our side, the refund information is sent to the card issuer.
When a Refund is Not Possible: When a refund is not possible, either because the payment is over 180 days old or the method used does not allow refunds, we can offer the customer assistance in providing available refund information.
It is important to clarify that, in all cases, the costs of withdrawing any method are the customer's responsibility. In no case will Add Host be responsible for these costs.
Whenever a refund is requested, we will refund the total amount that customers have as a deposit on a requested service at Add Host. It is important to remember that refunds are only possible on fixed amount projects or custom quotations.
The process is managed by Add Host within 48 business hours after receiving the refund request (see the instructions above).
The refund method will be the same as the payment method originally used.
Refunds to credit cards generally reflect within a longer period than debit cards, although in exceptional cases it may take a little less time, not exceeding 30 business days.
Our team of Jedi experts is committed to providing you with the best service, ensuring Make sure your website is always available and working perfectly, like a well-tuned droid.
2024 ADD HOST. All rights reserved.
