Refunds and Cancellations Policy

Last updated: September 28, 2026

This policy explains how an appointment is cancelled, how a business cancels its subscription and when the amounts FromChats has charged are refunded.

1. Two different matters

1. The appointment an end client books with a business. FromChats does not charge the client anything for booking, and payments between the client and the business do not go through FromChats: if the business charges anything, it does so on its own.
2. The subscription FromChats charges the business for using the platform. It is the only thing FromChats charges, and the only thing it can refund.

2. End client appointments

2.1 Cancelling or changing an appointment

The client can cancel or change their appointment from the chat or from “My bookings”, and both the business and the client are notified. The conditions for late cancellations or no-shows are set by each business, which must communicate them before the booking.

2.2 Payments and complaints to the business

The service is provided by the business, which is an independent merchant. Any refund of what the client has paid it is decided and carried out by that business, through the same means by which it charged: FromChats did not collect that money and cannot refund it.

1. The client first contacts the business, through the same chat in which they booked.
2. If the business does not respond within 5 business days, the client may write to soporte@fromchats.com indicating the business, the date of the appointment and the reason.
3. FromChats acknowledges receipt within 48 business hours and will forward the complaint to the business.

3. The business's subscription

3.1 Trial

The first 30 days are a trial, free of charge and with no card required, so there is nothing to refund for that period. FromChats does not store cards or make automatic charges: each period is paid through a payment link that is sent by email and is available in the panel.

3.2 Cancelling

The business can cancel from the panel whenever it wishes, with no penalty. It keeps the service until the end of the paid period and is not charged again. There is no partial refund for any remaining unused time.

3.3 7-day right of withdrawal

Within the 7 calendar days following any subscription charge, the business may request a full refund of that charge, without giving reasons. FromChats grants this right voluntarily, in addition to any rights the law gives you. To request it:

1. Write to soporte@fromchats.com from the account's email address, indicating the business and the charge (date and amount).
2. We order the refund from dLocal Go within the following 5 business days, always to the same payment method used for the payment. The time it takes for the money to appear depends on the card issuer and usually ranges between 5 and 20 business days.

Once the charge has been refunded, the period it paid for is void.

3.4 Deleting a business

Deleting a business cancels its subscription immediately. If the deletion takes place within 7 days of a charge, a refund of that charge may still be requested under the previous section.

3.5 Non-refundable items

• Charges more than 7 days old, including unused time after a cancellation.
• 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 published, 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

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. For each subscription charge we keep the date, the amount, the business it relates to and the dLocal Go reference, and we make them 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. Complaints and contact

If you are not satisfied with our answer and you qualify as a consumer, you may file a complaint with Panama's Consumer Protection and Competition Authority (ACODECO).