Refund Policy

This Refund Policy sets the conditions under which ConlineWeb (the “Provider”) evaluates refund, payment-return, or compensation requests related to contracted digital services, including web development, design, custom software, SEO, managed hosting, maintenance, and recurring plans.

It complements our Terms & Conditions, the signed quote or service order, and applicable Mexican law — especially the Federal Consumer Protection Law (LFPC), the Commercial Code, and NOM-151-SCFI-2016 for e-commerce operations.

If this general document conflicts with a properly executed specific contract, the express agreement between the parties prevails, provided it does not violate mandatory consumer-protection rules.

Development and digital consulting services from ConlineWeb are generally custom, intangible, and performed to the client’s brief. Under LFPC article 56 Bis, in distance contracts the consumer may rescind within five business days after contracting, subject to legal exceptions.

Relevant exceptions apply when:

• The service has been fully or partially performed with the client’s express consent.
• The work is custom-made digital content or development to client specifications, clearly disclosed before payment.
• The client received clear prior notice of refund limits, consistent with the Provider’s information duties.

Before contracting, the client receives in writing (email, quote, or contract) the scope, price, timeline, and cancellation/refund terms for that specific service.

Phased projects typically use a deposit, delivery milestones, and a final balance. General rules:

• Deposit / kickoff: covers team reservation, discovery, architecture, and planning. Non-refundable once documented work has started, except for Provider-attributable breach.
• Milestone payments: correspond to approved deliverables or verifiable progress in the service order. If the client pauses without Provider fault, completed milestones are not refundable.
• Outstanding balance: must be paid under the contract before final release of access, credentials, code, or IP transfer, per the Intellectual Property Policy.

When partial refunds apply, they are calculated on the unperformed portion, minus direct costs already incurred (activated licenses, subcontractors, provisioned infrastructure, or documented work).

ConlineWeb will review refunds when one of the following applies:

• Provider-attributable breach: failure to start within the agreed timeline without justified cause, or proven inability to continue the service.
• Duplicate charge or billing error: supported by receipts; the excess is refunded within a reasonable time.
• Cooling-off rescission: when LFPC cooling-off rights apply and no legal exception exists.
• Mutual written agreement: early termination agreed in writing by both parties.
• Defective service not remedied: under LFPC article 92, if the Provider does not correct a defect within the agreed period after a substantiated client request, a partial or full refund may apply based on severity and value already received.

Unless mandatory law or an express agreement requires otherwise, refunds do not apply when:

• The client cancels after approving intermediate deliverables (wireframes, designs, content, or features).
• Delays stem from missing assets, late approvals, scope changes, or client-side dependencies.
• Licenses, domains, hosting, gateways, or third-party services already purchased for the client or irreversibly activated.
• Projects delivered and accepted (expressly or tacitly), except defects covered by the Service Warranty Policy.
• Maintenance or SEO plan periods already consumed in the billed cycle.

Send a formal request to info@conlineweb.com including:

• Name or legal entity and contact details.
• Quote, invoice, or contract number.
• Substantiated reason and supporting documents.
• Payment receipt(s).

ConlineWeb will acknowledge receipt within 3 business days and issue a reasoned decision within 15 business days, and may request reasonable additional information. Approved refunds are processed via the original payment method unless technically impossible and otherwise agreed, within 30 calendar days after approval.

If you disagree with the Provider’s response, as a consumer you may use PROFECO conciliation mechanisms. As a consumer, you may seek conciliation through Mexico’s Federal Consumer Protection Agency (PROFECO), under the Federal Consumer Protection Law (LFPC).

For related commercial terms, also see our Terms & Conditions and the written proposal for your project.