PAYMENTS & STATUTORY WITHDRAWAL

Refund Policy

Commercial terms, final sales on digital software assets, and consumer withdrawal rights under Law 1480 of 2011.

Version 2.2·Last updated: November 2026·

01SECTION 01

Policy Summary and General Rule of Final Sales

Payments for subscriptions and digital assets are final and non-refundable, as they constitute immediate-access digital software and compute.

All payments made for CELAEST subscriptions (Starter, Pro, and Enterprise) and direct digital asset purchases on the Marketplace (open-source VBA Excel macros, Python scripts, AI automation agents, and workflow connectors) are definitive and strictly non-refundable.

CELAEST exclusively commercializes immediate-access digital products and computing services: service delivery begins and digital assets are made available the exact moment transaction confirmation succeeds.

The sole exception is a demonstrable, unresolvable Platform defect as detailed in Section 02. No refunds are granted for subjective dissatisfaction, lack of usage, change of mind, subsequent promotions, or uncancelled recurring subscriptions. This policy forms an integral, legally binding part of our Master Terms of Service.

02SECTION 02

Sole Refund Condition: Demonstrable Platform Defect

Refunds apply exclusively upon verified code defects attributable to CELAEST that substantially impede usage and remain unresolved after 10 business days.

A refund request shall be admitted exclusively when all the following cumulative technical conditions are met:

Upon full technical confirmation of these criteria, CELAEST will refund the purchase price of the defective asset or the pro-rata unused portion of the active subscription period (monthly or annual), calculated from the formal report date to the end of the paid period. Prior periods and consumed compute are strictly non-refundable.

A minor bug, isolated typo, or cosmetic issue that does not substantially prevent core execution does not constitute a platform failure; CELAEST will remediate it via technical update without granting economic refund rights.

Customer formally reported the defect via official support channels (support@celaest.com), identifying the affected account, script/macro/API endpoint, and reproduction steps.
CELAEST engineering verified and confirmed that the defect is strictly attributable to the Platform codebase, and not external factors such as client Excel versions, operating systems, network firewalls, corporate antivirus, or third-party client dependencies.
The defect substantially prevents use of the purchased asset or service, and CELAEST failed to resolve or remediate the issue within ten (10) business days following technical confirmation.

03SECTION 03

Non-Refundable Circumstances

Strict exclusions: subjective dissatisfaction, lack of use, change of mind, uncancelled auto-renewals, or customer local environment incompatibilities.

Under no circumstances shall refunds be issued for the following reasons:

Acquiring open-source automation scripts grants immediate, irreversible intellectual property access, precluding post-download buyer's remorse.

Subjective dissatisfaction or disagreement with the methodology, architecture, or user experience of the Platform.
Lack of usage, partial usage, uninstallation, or technical unfamiliarity with Python or Excel VBA execution on the Customer's side.
Change of mind or unilateral commercial decisions following purchase or source code download.
Promotions, discounts, coupons, or price modifications introduced after the transaction date (no price matching or retroactive refunds).
Automatic subscription renewals that the Customer failed to cancel prior to the scheduled billing date.
Local device issues, obsolete Excel versions without modern macro support, operating system constraints, corporate group policy restrictions (GPO), or network failures on the Customer's end.
Accounts suspended, penalized, or terminated due to Terms of Service violations (multi-accounting, credential sharing, web scraping, API abuse, or abusive chargebacks).
Purchases executed outside official CELAEST channels or customized Enterprise contracts governed by specific SLAs.

04SECTION 04

Subscription Cancellation vs. Monetary Refund

Cancellation stops future recurring charges while retaining access through the paid cycle. It does not yield a refund for the active cycle.

Canceling a subscription prevents future recurring renewals. It may be executed at any time prior to the renewal date via the Customer profile dashboard or payment gateway customer portal. Access to the AI Mesh and purchased assets remains active through the end of the current billing cycle. Cancellation does not trigger refunds for the in-progress cycle.

Requesting a refund is an extraordinary procedure, governed strictly by Section 02, managed exclusively via CELAEST support. An approved refund immediately terminates access and revokes operational licenses for the refunded asset.

Timely cancellation is the exclusive responsibility of the Customer. While CELAEST may send renewal reminders when technically practicable, the absence of any reminder does not exempt the Customer from timely cancellation obligations.

05SECTION 05

Promotions, Discounts, and Pricing Adjustments

Promotional rates apply strictly to new subscribers and carry no retroactive effect or cash surrender value.

Unless promotion terms explicitly declare otherwise:

Renewal prices respect applicable contractual rates, with any substantial price adjustments notified at least thirty (30) days in advance.

Promotional pricing and introductory discounts are valid exclusively for first-time subscribers (entities or persons who have never held a paid account).
Discounts do not apply retroactively and grant no entitlement to price matching or refund of differences on prior purchases.
CELAEST reserves the right to deny promotional rates to entities attempting cancellation and immediate re-subscription to exploit discounted introductory pricing.
Promotional vouchers and coupons are personal, non-transferable, and possess zero cash surrender value.

06SECTION 06

Application Procedure and Prohibition of Abusive Chargebacks

Requests must be addressed to support@celaest.com. Filing a bank chargeback without exhausting support triggers immediate, permanent account ban.

Refund applications are handled exclusively via the CELAEST corporate support desk. There is no automated self-service refund mechanism. Customers must submit requests from their registered corporate email to support@celaest.com.

Submissions must include: 1) Order ID and transaction receipt; 2) Reference to the previously submitted technical bug report; 3) Detailed description and evidence of the 10 business days elapsed without remediation. Incomplete requests will be rejected.

Prohibition of Abusive Chargebacks: Initiating a payment dispute or bank chargeback without exhausting official support channels empowers CELAEST to suspend the offending account and recover collection costs, without prejudice to statutory payment reversion rights under Article 51 of Colombian Law 1480 of 2011 for unauthorized fraudulent transactions.

07SECTION 07

Processing and Financial Settlement Timelines

Refunds executed via the Stripe payment gateway or local bank transfers in Colombia within standard business timeframes.

When legally warranted under Section 02, refunds are executed through the Stripe payment gateway directly back to the original payment instrument.

For transactions completed via direct electronic bank transfers in Colombia, refunds are processed via electronic transfer to the origin bank account following identity verification.

Technical engineering evaluation: Up to five (5) business days.
Gateway refund instruction: Immediate upon formal engineering approval.
Bank account credit: Five (5) to ten (10) business days (governed by Customer's financial institution).

08SECTION 08

Consumer Protection and Statutory Right of Withdrawal

Statutory withdrawal exception pursuant to Article 47 of Colombian Law 1480 of 2011 for immediate digital software execution.

The provisions of this policy are without prejudice to mandatory statutory consumer rights under applicable legislation.

In Colombia, the statutory right of withdrawal (derecho de retracto) pursuant to Article 47 of Law 1480 of 2011 may be exercised within five (5) business days following purchase. However, pursuant to paragraph 1 of Article 47, the right of withdrawal is expressly inapplicable to contracts where digital performance commences immediately with the consumer's express agreement.

Given that CELAEST software assets and AI Mesh compute are delivered and activated immediately upon payment authorization, Customer explicitly agrees and consents to immediate performance, perfecting the statutory exception to withdrawal.