Encampo Pro Plan Refund Policy
Last updated: 2026-07-21
This document was originally drafted in Spanish. In case of discrepancy with a translation, the Spanish version prevails.
This policy relates exclusively to the Pro Plan purchased on https://encampo.pro. The Encampo mobile app is free; Pro Plan payments are made outside the app (via web). Apple and Google do not participate in these transactions.
1. General Rule: Payments Are Non-Refundable
As a general rule, Pro Plan payments are non-refundable. By completing the purchase, you accept this policy and acknowledge that the Operator will not return the amount received, except for the mandatory legal exceptions described in Section 3 and the specific cases described in Section 4.
2. Reason: Non-Recoverable Costs Paid to Third Parties
The Pro Plan includes provisioning per-user space in cloud infrastructure (Supabase, storage, compute, and synchronization). At the moment your payment is processed, the Operator pays third-party providers to reserve your individual capacity for the billing period (monthly or annual).
These providers charge in advance and do not refund the Operator when a user cancels. The Operator additionally absorbs transaction costs (Stripe commissions, gateway taxes, VAT, international currency conversion fees) that are not recoverable.
For this reason, any refund would be funded by the Operator itself, and the amount would already have been committed to third parties before the user expresses dissatisfaction.
By completing the purchase, the user acknowledges having read this explanation and accepts that the service is provided throughout the billing period, without refund.
3. Mandatory Legal Exceptions
This policy does not exclude rights that applicable law guarantees as non-waivable. Specifically:
3.1 Right of Withdrawal Before Use Commences (EU B2C)
If you reside in the European Union and are a consumer under Art. 3 of Directive 2011/83/EU, you have a 14-calendar-day right of withdrawal from the conclusion of the contract, provided you have not begun using the Pro Plan features.
To exercise withdrawal without having used the Pro Plan, write to support@encampo.pro within 14 days. We will refund 100% of the amount paid, without deductions, to the original payment method within 14 business days.
Notice of waiver of withdrawal right upon use (Art. 16(m) Directive 2011/83/EU): If you request and we begin providing the service before 14 days (i.e., you access or use any Pro functionality), you expressly waive your right of withdrawal for that contract, as permitted by Art. 16(m) cited. In that case, no refund is due under the withdrawal right.
3.2 PROFECO / Mexico (B2C)
If you reside in Mexico and are a consumer under PROFECO, the Federal Consumer Protection Law recognizes the right to cancel distance purchases in certain cases. Contact us at support@encampo.pro to strictly evaluate the applicable circumstances.
3.3 California State Statutes / USA (B2C)
Under California Civil Code §1789.3 and other state consumer protection statutes, California residents may be entitled to specific disclosure. Any dispute will be resolved under the individual arbitration clause of the Terms of Service.
4. Cases Where We MAY Issue a Refund
We acknowledge that errors may occur. We will issue a refund in the following cases, evaluated on a case-by-case basis:
| Case | Action |
|---|---|
| Duplicate charge due to gateway error (two charges for the same transaction) | 100% refund of the duplicate charge within 10 business days |
| Charge to a card the holder does not recognize (fraud) | 100% refund after verification by the card issuing entity |
| Pro Plan never activated due to Operator technical failure (not user error) | 100% refund if no Pro feature was enabled |
| Stripe billing error (amount charged different from published) | Adjustment to the correct amount or refund of the difference |
| Death of the account holder | Pro-rata refund of the unused period, with documentation |
| Structural failure of the Pro Plan service for more than 30 consecutive days due exclusively to the Operator | Pro-rata refund of the unused period |
5. Cancellation of the Pro Plan During the Billing Period
You may cancel the automatic renewal of the Pro Plan at any time by writing to support@encampo.pro or from your account at https://encampo.pro/account (if available).
Cancellation stops future charges, but does not entitle you to a refund of the current period. You retain access to Pro features until the end of the billing period, after which your account automatically returns to the Free Plan.
Example: if you paid on day 1 and cancel on day 15, no refund is issued; you retain Pro access until day 30 (end of the month); from day 1 of the following month, your account operates in Free mode with no new charges.
6. Automatic Renewal Cancellation
The Operator does NOT process surprise charges. Three (3) days before each scheduled charge (monthly or annual), we send a reminder email to the registered email. If you want to cancel the renewal, do so from the account panel or by responding to the email before the charge date.
Once the charge is processed by the gateway, no refund is due under the general policy of Section 1.
7. How to Request an Exception Case
To request a refund under the exceptions in Section 4:
- Email: support@encampo.pro with subject "Refund Request — Pro Plan"
- Include: your Encampo account email, date and amount of the charge (visible in the payment confirmation email or your card statement), last 4 digits of the card used (do not send full card details by email), reason why the exception applies (duplicate charge, fraud, etc.), and if applicable: a screenshot of the bank statement showing the duplicate or unrecognized charge.
- Response time for review: 14 business days from receipt. We will contact you by email to confirm the decision or request additional information.
8. Policy Limitations
This policy applies exclusively to Pro Plan payments processed via the SaaS Web at https://encampo.pro. It does not cover:
- Charges made directly by Apple or Google (there are no payment functions within the Encampo mobile apps).
- Third-party services contracted directly by the user (e.g., if you hire external storage to export CSV).
- Indirect costs: internet connection, NFC devices, user hardware, mobile data plan, etc.
- Charges that have been previously disputed through the bank (chargeback) — if you initiate a chargeback with your card issuer, you acknowledge that this does not waive the arbitration clause for any remaining disputes. We reserve the right to contest chargebacks through the applicable card network and to recover amounts charged back plus any chargeback fees assessed by our payment processor.
Charges will appear on your card statement as "ENCAMPO" or "ENCAMPO PRO". For billing inquiries, contact support@encampo.pro.
9. Express Acceptance
By completing the Pro Plan purchase, you declare:
- Having read and understood this Refund Policy.
- Accepting that the payment is final and non-refundable, except for mandatory legal exceptions.
- Acknowledging that the Operator pays third parties (Supabase and infrastructure providers) in advance to reserve your individual capacity, and that said third parties do not refund the Operator.
- Understanding that cancelling automatic renewal does not generate a refund of the period already paid.
- Accepting that any dispute will be resolved through individual arbitration in accordance with the Terms of Service.
10. Changes to This Policy
We may update this policy when the Pro Plan changes features, price, or due to legal requirements. We will notify you by email to the registered email before any charge subject to the new policy. The "Last updated" date at the top reflects the effective date.
We reserve the right to modify this policy at any time. Material changes will be notified as described above. It is your responsibility to review this policy periodically.