1. General policy: no refunds for partial periods
Because the Platform immediately enables the advertising space, contact tools and web visibility once payment is approved, charges that have already been processed (both monthly and annual) are final and non-refundable.
The Platform does not give money back or credits for months or days that were partially used, nor for the Provider not using their business profile during the contracted period.
2. Right of cancellation belongs exclusively to the Provider
The Provider is solely responsible for managing the continuation of their subscription.
- Self-service: The Provider may cancel their subscription at any time by logging in to their control panel on the website, at least twenty-four (24) hours before their next automatic charge date.
- Effect of cancellation: When cancelled, the Provider's business profile stays active and visible in the directory until the period they already paid for ends (the 30 days of the monthly cycle or the 12 months of the annual cycle). On that expiry date, the subscription is not renewed, the automatic charge to the card stops and the profile is hidden.
3. Special exceptions and refund criteria
Refunds are only evaluated and processed in the following specific scenarios:
- A) Businesses rejected in the "Verified Business" process: If a business pays for the plan that includes the "Verified Business" seal, but the administration determines that it does not meet the minimum documentation requirements (and the reason can be fixed), it is given 15 calendar days to correct it. If the business decides not to correct it or the profile cannot be approved because of the website's restrictions, 100% of the amount charged is refunded and the account is deactivated.
- B) System errors or duplicate charges: If the payment gateway processes a double charge in the same billing cycle because of a technical error, the Provider must report it to the contact email of this policy. Once our technical team has verified the error, the duplicate charge is refunded.
Write to us at raicesbylocals@gmail.com.
4. No refund for breach of terms
No refund of any kind and no right to claim applies if the Provider's account is suspended, deleted or hidden by the administration because of a direct violation of the website's Terms and Conditions. This includes, without exception:
- Advertising health services without the proper certification from Costa Rica's professional associations.
- Offering informal or usurious loan schemes.
- Publishing false or misleading information or unlawful content.
5. Bank refund procedure and timelines
For the cases authorized in clause 3, the process works as follows:
- 1The Provider must request the refund formally by email, attaching the Electronic Invoice issued by the Platform and the proof of the bank charge.
- 2The Platform notifies the approval or rejection of the request within a maximum of five (5) business days.
- 3Once approved, the Platform manages the reversal of the money through the payment gateway to the same credit or debit card used for the purchase.
- 4Legal note: how long it takes for the money to actually show up in the customer's account depends exclusively on the bank that issued the card in Costa Rica (usually between 3 and 15 business days), a timeframe that is completely outside the Platform's control.
Write to us at raicesbylocals@gmail.com.