Refund Policy

Every paid subscription plan includes a 60-day (2-month) free trial with access to all features. No payment method is required to start the trial, and no charge is made during the trial period.

If you do not upgrade before the trial ends, your account simply reverts to the free plan ("Amigo"); there will be no surprise charges.

After the trial, subscriptions renew automatically (monthly or annually, depending on the cycle you chose).

• You may cancel at any time from your account settings.

• Cancellation takes effect at the end of the current paid period; you retain access until then.

• We do NOT issue prorated refunds for unused days in the current cycle (standard SaaS industry practice).

• If you are charged in error (for example, a billing bug on our side), we will issue a full refund within 7 business days.

If you purchased an annual plan and contact us within 30 days of the initial annual charge, we will refund the full annual amount minus any payment-processor fees.

After 30 days, annual plans are non-refundable for unused months, but you may cancel auto-renewal at any time.

For pet-related products purchased through the MaskotIA marketplace:

• Digital downloads or services (e.g. premium pet ID cards, downloadable templates): refundable within 7 days of purchase if not yet downloaded.

• Physical products sold by partner clinics: refund terms depend on the selling clinic's policy; we will facilitate communication between the parties.

Send an email to soporte@maskotia.com with:

• Your account email.

• The order or subscription ID (found on your invoice).

• A brief reason for the refund (helps us improve; not required).

We aim to respond within 2 business days and process approved refunds within 5 to 10 business days, depending on your payment method.

Refunds are processed in the same currency and payment method as the original transaction. Taxes collected at checkout (VAT, IVA, sales tax) are refunded together with the base amount.

Payments are processed by our external processor acting as Merchant of Record. Refunds appear on your statement as a credit from the same merchant name as the original charge.

If you believe you were charged in error, please contact us first. We resolve nearly all disputes amicably and faster than a bank chargeback.

Initiating a chargeback before contacting us may result in your account being preventively suspended while the dispute is investigated.

Refund questions: soporte@maskotia.com