Cancellation, Return and Refund Policy
Version 1.1 · Last updated
English translation for convenience — the Spanish version is the governing text.
1. Scope
This Policy explains how you can cancel Ancuria's paid services (the "Platform") and when a return or refund applies. It covers every charge made through the Platform: monthly subscriptions, à-la-carte AI Advisor unlocks, and additional-listing charges.
1.1 Relationship to other documents
This Policy supplements the Terms and Conditions (Contrato General de Adhesión Electrónica) and the Software License. Where they differ on cancellations and refunds, this Policy prevails.
1.2 Consumer rights
Nothing in this Policy limits the non-waivable rights granted to you by the Ley Federal de Protección al Consumidor where it applies.
2. Trial period
2.1 No charge
New accounts receive a 30-day trial with access to the paid levels at no cost. Nothing is charged during the trial, so there is nothing to refund. When the trial ends the account moves to the free plan unless you purchase a paid plan.
3. Monthly subscriptions
3.1 Cancel any time
You can cancel your subscription at any time from your subscription panel or by writing to support. There is no cancellation penalty.
3.2 Effect of cancellation
Cancellation takes effect at the end of the monthly period already paid. You keep access to your plan's features until that date and no further charges are made.
3.3 No refund of the elapsed period
The current monthly period and any earlier periods already used are not refunded, in full or pro rata.
3.4 Plan changes
When you upgrade you are charged only the prorated difference for the rest of the period. When you downgrade, the change applies at the next renewal; the difference for the current period is not refunded.
3.5 Duplicate or incorrect charges
If you find a duplicate charge or an amount different from the published price, contact us: the incorrect charge is refunded in full.
4. À-la-carte AI Advisor unlocks
The Virtual Agent (Level 2) and Personal Assistant (Level 3) are purchased with a one-time payment, independent of your subscription.
4.1 Refund within 7 days if unused
You may request a full refund of an unlock within 7 calendar days of payment, provided you have not sent any message to that assistant.
4.2 Final once used
Once you send the first message to the assistant, or once 7 days have passed, the purchase is final and no refund applies.
5. Additional-listing charges
5.1 Failed publication
If the payment is captured but the property cannot be published for a reason attributable to the Platform, the charge is refunded in full.
6. How to request a refund
6.1 Request
Send your request to soporte@ancuria.com or by WhatsApp at +52 322 350 0097, stating your account email, the date of the charge and the reason.
6.2 Resolution time
We resolve requests within 10 business days of receipt and confirm the decision by email.
6.3 Refund method
Card payments are refunded to the same card through our payment processor (Conekta); the credit can take up to 30 calendar days depending on your bank. Cash payments (for example, OXXO) are refunded by bank transfer to the CLABE account you provide in the account holder's name.
6.4 Currency
All charges and refunds are made in Mexican pesos (MXN) for the amount originally charged.
7. Cancellation by the Platform
7.1 For breach
Suspension or cancellation of an account for a cause attributable to the user, under the Acceptable Use Policy, does not give rise to a refund of amounts paid.
7.2 For discontinuation of a service
If the Platform discontinues a paid service you have already purchased, the proportional part of the unused period is refunded.
8. Contact and changes to this Policy
8.1 Contact
Support: soporte@ancuria.com or by WhatsApp at +52 322 350 0097. Hours: Monday to Friday, 9:00–18:00 (Central Mexico time).
8.2 Changes
We may update this Policy. Changes are published on this page with their update date and apply to charges made after publication; they never reduce your rights over charges already made.