Refunds and Cancellations Policy

Last updated: 19 de enero de 2026

This policy explains how refunds and cancellations of payments made through FromChats are requested and resolved, and who is responsible in each case.

1. Two types of charge, two different sets of rules

Two charges of a different nature can be generated through FromChats:

1. The payment an end client makes to an affiliated business for a booked product or service (for example, an appointment, a service or a deposit).
2. The fee or charge FromChats bills the affiliated business for use of the platform.

Each is governed by its own rules, detailed below.

2. Payments from the end client to an affiliated business

FromChats does not sell the product or provide the service: the affiliated business does, being an independent merchant. Therefore, the decision on a refund for dissatisfaction, for an unperformed service or for non-performance rests with that business, in accordance with its own sale conditions, which it must disclose to its clients.

2.1 Cancellation by the client

Unless the affiliated business sets different conditions and communicates them before purchase, the following applies:

• Cancellation more than 24 hours before the booked time: a 100% refund of the amount paid.
• Cancellation less than 24 hours in advance: the affiliated business may retain up to 50% of the amount as a scheduling reservation.
• No-show without notice: the amount may be non-refundable, at the affiliated business's discretion.

2.2 Cancellation by the business

If the affiliated business cancels the booking, cannot provide the service or does not show up, the end client is entitled to a full refund of the amount paid, with no deductions.

2.3 How to request it

1. The client first contacts the affiliated business through the same chat channel where the booking was made.
2. If the business does not respond within 5 business days, or if the client considers that the response does not address their complaint, they may write to soporte@fromchats.com indicating the transaction reference, the date and the reason.
3. FromChats acknowledges receipt within 48 horas hábiles, mediates between the parties and, if the business authorizes the refund or a platform error is verified, orders the return.

2.4 Return timeframes

Once the refund is approved, the return is ordered to the payment processor within the next 5 business days. The time it takes for the money to appear on the client's payment method depends on the issuer and the method used, and usually ranges between 5 and 20 business days. The refund is always made to the same payment method used for the purchase.

3. Fees and charges billed by FromChats to the business

3.1 7-day right of withdrawal

An affiliated business that contracts a FromChats paid service may request a full refund within the 7 calendar days following the first charge, provided it has not processed any end-client transactions during that period.

3.2 Pro rata after 7 days

After those 7 days, unsubscribing from a service contracted by period gives the right to a pro rata refund of the unused fraction, calculated by whole days from the date of the request to the end of the paid period.

3.3 Non-refundable items

• Fees already retained on transactions actually processed, since they correspond to a service rendered and to costs incurred with the payment processor.
• Periods already fully consumed.
• Amounts corresponding to accounts suspended for breach of the Terms and Conditions, in particular for fraudulent use, unlawful activity or impersonation.

4. Duplicate charges and technical errors

If a duplicate charge occurs, a charge for an amount other than the one authorized, or any other error attributable to the platform, FromChats returns the full amount on its own initiative as soon as it detects it, or within the 3 business days following the report, with no deduction.

5. Unrecognized charges and disputes

If you do not recognize a FromChats charge on your statement, write to us before opening a dispute with your bank: in most cases we can identify and resolve it faster. We keep the record of each transaction, including date, amount, affiliated business and the booking's origin channel, and make it available to the payment method holder upon request.

In the event of a formal dispute before the card issuer, we will cooperate with the relevant documentary information.

6. Contact