Refunds and credits returned
When a credit comes back automatically, when a purchase can be withdrawn, and how to ask for a refund.
Updated:
Notificado is paid with credits: one credit per recipient. This guide sums up when a credit comes back and when money does. The binding conditions are the Terms.
Credits that come back on their own
| Situation | Does the credit come back? |
|---|---|
| Our mail provider refused a recipient and the message did not go out | Yes, automatically. |
| A recipient not enabled during the pilot (the message did not go out) | Yes, automatically. |
| The email bounced at the recipient's server | No: the message did go out and its send is in the evidence. See When an email bounces. |
| The recipient did not open the message or acknowledge receipt | No: the delivery is on record. |
The notification's page states, for each recipient that failed, whether their credit was refunded. The movement shows under Credits.
Withdrawing from a purchase (retracto)
You may withdraw from the online purchase of a pack you have not used at all, within 5 business days of buying it. We return what you paid within the following 15 calendar days, by the same payment method or another one you prefer. It does not apply to a pack already partly used.
Our failures
If a send fails for a reason attributable to Notificado, we return the credits and, if they were bought and you ask, their value.
What is not refunded
Used or expired credits. Purchased credits expire 12 months after purchase; trial credits, in the period stated when they were granted.
How to ask for a refund
Write to us from /soporte with:
- the firm's name and your account email;
- the date and amount of the payment, and its reference if you have it;
- the reason (withdrawal, failure, or a charge you do not recognise).
One person on the team records the request and another approves it. On approval the pack's unused credits are withdrawn and the matching electronic credit note is issued. Payments are taken through ePayco, the payment gateway: a person on the team returns the money in ePayco, on the transaction you paid with.
These rules apply without prejudice to the rights of anyone who qualifies as a consumer under Ley 1480 de 2011.