Last updated: September 29, 2026 · Under Mexico's Federal Consumer Protection Law (PROFECO)
This Refund Policy governs refunds for payments made on the Attendae Platform, in accordance with Mexico's Federal Consumer Protection Law (Ley Federal de Protección al Consumidor) and under the oversight of PROFECO (Mexico's Federal Consumer Protection Agency).
Payments on Attendae correspond to the per-event initial service fee and, where applicable, the variable charge for certificates issued (see Section 5 of the Terms of Service). Each payment enables the contracted features exclusively for the event selected at the time of purchase. Attendae guarantees service availability during the contracted event; in case of a technical failure attributable to the Platform, a refund is guaranteed under the terms of this policy.
All prices are billed in Mexican Pesos (MXN).
The following scenarios and conditions apply for refunds:
Technical failure attributable to Attendae that prevented effective use of the plan during the event. The error must be documented and verifiable by the support team.
Duplicate charge due to a system payment error. The duplicate must be confirmed in Stripe records. Credited to the same payment method within 5 business days of confirmation.
Request made within 72 hours of purchase, provided no event session has been activated (all sessions have qr_activo = 0) and no participants have been registered.
Request submitted between 72 hours and 7 calendar days after purchase, provided the event has not yet started (no active sessions and no registered participants).
Important note: "Event not started" means no event session has had the QR active (qr_activo = 1) and no participants or check-ins have been registered in the system. Once the event begins operations in any of its sessions, no refunds are available except for a documented technical error attributable to Attendae.
No refund is issued in the following cases:
To initiate a refund request, follow these steps:
Write to soporte@attendae.com with the exact subject line: "Refund request".
The email must include: your Attendae account email, the event ID (visible in the admin panel), reason for the request, and evidence if applicable (screenshots of the error, Stripe transaction ID, etc.).
The Attendae team will review the request and respond within a maximum of 5 business days, confirming whether the refund is approved, the approved amount, and the basis for the decision.
Once the refund is approved, Attendae processes it through Stripe. The time to credit the original payment method is 5 to 10 banking business days, depending on the user's financial institution.
Refund method: Refunds are credited exclusively to the same payment method used in the original purchase (credit or debit card through Stripe). No cash refunds or bank transfers to accounts other than the original payment method are made.
Verified technical errors: If the Platform prevented the plan from functioning correctly during the event (QR system failure, inability to record attendance, service outage during the event) and the error is verifiable by the Attendae team, a full refund or plan extension to another event is guaranteed, at the user's choice.
Bank disputes (chargebacks): If the user initiates a dispute or chargeback with their bank before contacting Attendae, the direct refund request is suspended until the dispute is resolved. We recommend contacting soporte@attendae.com first, as most requests are resolved faster and more directly without initiating a banking process.
Discounted purchases: Partial refunds for plans purchased at a discount or promotion are calculated on the price actually paid, not the list price.
This policy operates under Mexico's Federal Consumer Protection Law. Attendae recognizes and respects all rights that law grants to consumers.
If you believe your consumer rights were not addressed by Attendae in accordance with the Federal Consumer Protection Law, you may file a complaint with PROFECO (Procuraduría Federal del Consumidor), Mexico's Federal Consumer Protection Agency:
Website: www.profeco.gob.mx
Phone: 800 468 8722
We recommend trying to resolve your request directly with Attendae at soporte@attendae.com before contacting PROFECO, as we respond within a maximum of 5 business days.
For any inquiry related to refunds or payments:
Last updated: September 29, 2026. This policy supersedes any previous version of Attendae's Refund Policy.