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RefundsCancellation and Refund Policy
How cancellations, refunds, the right of withdrawal and the warranty work for the services you hire VALNET IA for.
1. Scope
No products are sold and no payments are taken on this website. This policy applies to the services you hire us for through a written proposal or contract (development, automation, implementation, support, etc.).
Each project's proposal or contract is the governing document: it sets the scope, price, payment terms, deliverables and warranty period. This policy applies to anything the proposal does not cover, and it never overrides your statutory consumer rights.
2. Cancellation by the client
- Before work begins: we refund 100% of what you paid, except for third-party costs already purchased on your behalf with your approval (see section 4).
- Once work is underway: you pay for the work completed up to the cancellation date, based on progress and the stages in the proposal. If you paid more than that, we refund the difference.
- Monthly services (support, monitoring): you can cancel with the notice period set in the proposal. The current month already provided is not refunded.
When you cancel, we hand over everything developed up to that point that has been paid for.
3. Cancellation by VALNET IA
If we cannot start or continue a project for reasons on our side, we refund what you paid for the work not delivered.
4. Third-party costs
Licenses, domains, cloud services, AI credits, templates or other third-party services we purchase on your behalf and with your approval cannot be refunded by us once purchased, because they depend on each provider's terms. We always tell you about them before buying.
5. Right of withdrawal
If you are a consumer and contract remotely (for example, online or by phone), Article 47 of Colombia's Law 1480 of 2011 gives you 5 business days from the date of the contract to withdraw, in which case we refund your money within the following 30 calendar days.
The same law excludes, among others, services that have already begun with your agreement and those custom-made to your specifications. That is why, before starting custom work, we will let you know and ask for your confirmation.
6. Warranty
If what we deliver doesn't work as agreed in the scope, we fix it at no additional cost within the warranty period set in the proposal. The warranty does not cover scope changes, new features, modifications made by third parties, or failures of external services (for example, changes to WhatsApp, a platform or a third-party API).
7. Payment reversal
If you paid by card or another electronic method and were a victim of fraud, didn't authorize the transaction, or the service doesn't match what you contracted, you can request a payment reversal under Article 51 of Law 1480 of 2011 and Decree 1074 of 2015.
8. How to request a cancellation or refund
Write to us at contacto@valnet.com.co with your name, the project or proposal and the reason. We respond within 15 business days. If a refund is approved, we issue it through the same payment method or by bank transfer within the following 30 calendar days.
If you are not satisfied with our response, you can contact Colombia's Superintendence of Industry and Commerce.