REFUND AND RETURN POLICY

VENTAS DIAGON, S.A. DE C.V.

1. General Principles

This policy outlines the conditions under which CompuCorel customers may request cancellations, returns, or refunds for services or products acquired through compucorel.com, direct quotes, or official channels.

Our commitment is to offer fair, transparent, and reasonable solutions, balancing consumer rights with the technical nature of our services and technology products.

1. Scope

This policy applies to all purchases or service agreements made with VENTAS DIAGON, S.A. DE C.V., including:

• Technical or digital services (remote support, maintenance, installation, development, digital licenses).
• Physical products (computers, accessories, peripherals, spare parts, etc.).

III. General Policy

• Each refund or cancellation request will be reviewed individually by our support team.
• CompuCorel reserves the right to approve or deny requests when the cause is not attributable to the Provider (e.g., misuse, incompatibility, change of mind, third-party interference).
• Approved refunds will be issued via the original payment method, with no additional charges.

1. Service Cancellations

Before service begins:

• The customer may cancel without penalty, provided the service has not started and no operational costs have been incurred (e.g., licenses or materials purchased).

After service has begun:

• No refunds will be issued once technical work has commenced (remote support, diagnostics, installation, or development).
• If the service cannot be completed due to reasons attributable to CompuCorel, a full refund will be offered.

Monthly or continuous support contracts:

• Cancellations will apply starting from the next billing cycle, and past payments will not be refunded.

1. Product Returns

General Conditions
A product return may be requested only in the following cases:

• Incorrect or different product received.
• Visible physical damage at delivery (must be reported within 24 hours).
• Manufacturing defect detected within the warranty period.

Requirements for return acceptance:

• The product must be unused, in its original packaging, with all accessories, manuals, and a readable serial number.
• Returns will not be accepted if the product shows signs of damage, scratches, tampering, or improper handling.
• The customer must request the return via email or through their account on compucorel.com, including supporting evidence (photos, order number, incident description).

Exclusions (non-refundable physical products):

Returns or refunds are not applicable to:

• Customized, refurbished, or open-box items (this will be clearly stated in the product description).
• Accessories, cables, or spare parts that have been opened or installed.
• Equipment damaged by misuse, power surges, moisture, or viruses.

1. Licenses, Software, and Digital Products

• Electronic licenses, digital downloads, and activation keys are non-refundable once delivered or activated.
• If a key presents an error attributable to the vendor’s activation system, CompuCorel will manage its replacement or correction directly with the manufacturer.
• The customer is responsible for verifying compatibility before purchase (version, language, platform, system requirements).

VII. Refund Processing Time and Methods

• Once the request is approved, the refund will be processed within 3 to 10 business days, depending on the payment method and processing times of banks or payment gateways.
• For credit or debit card payments, the refund will be reflected directly in the customer’s account, subject to issuer validation.

VIII. Shipping and Logistics Costs

• For returns due to CompuCorel’s error or defective products, shipping costs will be covered by the Provider.
• For returns due to customer error (wrong model, change of mind, etc.), shipping and handling costs will be borne by the Customer.

1. Special Cases

Partial or proportional refunds:
If a service or product was only partially delivered, CompuCorel may offer a proportional refund based on progress or unused time.

Billing errors or duplicates:
If a duplicate or incorrect charge is detected, CompuCorel will promptly correct and refund the amount once the transaction is verified.

Force majeure:
No refunds will be granted for failures resulting from causes beyond CompuCorel’s control, such as power outages, viruses, disasters, cyberattacks, or failures by manufacturers or external networks.

1. Request Procedure

To request a cancellation or refund, the Customer must:

1. Send an email to contacto@compucorel.com with the subject line «Refund Request» or «Service Cancellation».
2. Include the following information:

• Full name
• Order or contract number
• Clear description of the reason for the request
• Supporting evidence (if applicable)

III. Our team will respond within a maximum of 5 business days, confirming receipt and next steps.

1. Consumer Rights

This policy aligns with the:

• Federal Consumer Protection Law
• Federal Law on Protection of Personal Data Held by Private Parties (LFPDPPP)

In case of disputes or concerns, customers may contact PROFECO:
Tel: 55 5568 8722
Website: www.gob.mx/profeco

XII. Modifications

CompuCorel may update this policy due to operational, regulatory, or technological changes.
Updated versions will be published at: compucorel.com/politicas, with their effective date.

XIII. Contact

VENTAS DIAGON, S.A. DE C.V.
Avenida Chapultepec No. 480, Floor 9, Apt. 901
Colonia Roma Norte, Cuauhtémoc Borough
Zip Code 06700, Mexico City
Email: contacto@compucorel.com

CompuCorel reserves the right to modify this policy.
All changes will be published on the website and will apply to transactions following their publication.