Store refund policy

1. Scope

This policy applies to purchases of extensions and other digital products marketed under the Alamarte Engineering name through its online store.

The specific conditions of each product, including price, compatibility, update period, support and other commercial features, are stated on the corresponding product page before the purchase is completed.

This policy supplements the Purchase Terms and Conditions and the Digital products license terms of the store.

2. General refund principle

Except where mandatory rights are granted under applicable law, purchasing a digital product does not by itself create an automatic or unlimited right to a refund once the product has been delivered, downloaded, used or made available to the purchaser.

Requests that do not arise from a mandatory legal right may be assessed individually, taking into account factors such as the reason for the request, the delivery status of the product, the existence of verifiable technical problems, the use made of the product and the conditions of the payment provider.

Nothing in this section excludes rights relating to defective products, products that do not correspond to what was offered, products that were not delivered, or any other mandatory right to a refund or remedy.

3. Right of withdrawal

Where legally applicable under Colombian law, consumers may exercise the right of withdrawal within the five (5) business days provided for distance transactions, calculated according to the nature of the transaction and the applicable legal provisions.

Whether the right of withdrawal applies will be determined by considering the characteristics of the product or service, the time at which it was delivered or performed and the exceptions established by applicable law.

Immediate delivery of a digital product, its download or the commencement of associated services will not be interpreted as a waiver of rights that cannot legally be waived.

Where the right of withdrawal applies to an e-commerce transaction and the consumer has complied with the applicable requirements, the refund will be made within the maximum period established by applicable law and through the payment instrument originally used or another legally permitted and agreed method.

4. Technical problems, defects or incorrect product

If the product has a technical problem that prevents the use of the features offered, does not substantially correspond to its description or cannot be delivered correctly, the purchaser must report the issue so that it can be reviewed.

Where reasonably possible, an attempt will first be made to identify and correct the problem within the scope of the product and the support included with the purchase.

If the problem cannot be resolved and a refund is legally or contractually required, it will be processed through the provider that handled the transaction, without prejudice to any other rights available to the consumer.

5. Purchases processed by Paddle

When a purchase is processed through Paddle, Paddle acts as the Merchant of Record for the transaction and manages payment collection, applicable taxes, transaction documents and refunds associated with the payment.

In these cases, Alamarte Engineering may review matters related to the product and, where appropriate, request or authorize the refund to be processed through Paddle. Funds will not be returned through a separate mechanism that duplicates a refund already processed by Paddle.

The purchaser may also review Paddle's refund conditions and buyer support mechanisms directly:

• Paddle Refund Policy.
• Paddle buyer support.

Where applicable law or conditions offered by Alamarte provide rights that are more favorable than Paddle's general conditions, the applicable mandatory or more favorable rights will be respected.

6. How to request a refund

To request a refund review for a purchase made through the store, write to .

The request must include the information necessary to locate and assess the transaction, such as:

• Name and email address used for the purchase.
• Order number, invoice number or transaction reference, when available.
• Product purchased.
• Reason for the request.
• Technical information necessary to verify a problem, where applicable.

Do not send full card numbers, CVV codes, passwords or other sensitive financial credentials.

7. Refund processing

Once a request has been received, the purchase will be verified and the appropriate procedure will be determined according to the reason for the request, the provider that processed the payment, the conditions of the transaction and the applicable legal rights.

Where a refund is approved, it will preferably be processed using the same payment method used for the original transaction where possible, or through the procedure established by the payment provider and applicable law.

The time required for the refunded amount to become available again may depend, in addition to the processing time of the refund itself, on the financial institution, card network or payment method used.

8. Payment reversal

A payment reversal is a mechanism separate from an ordinary refund and from the right of withdrawal.

Where applicable under Colombian law and where the transaction was made using an electronic payment instrument, a payment reversal may be requested in the legally established circumstances, including:

• Fraud.
• Unauthorized transaction.
• Product not received.
• Product that does not correspond to what was ordered.
• Defective product.

To use this mechanism, the consumer must comply with the legally established time limits and requirements, including submitting the corresponding claim and notifying the issuer of the payment instrument where applicable.

9. Effects of a refund on digital products

Where a full refund is granted, the commercial services associated with the purchase may end, including protected access to new downloads, automatic updates and support that depend on an active purchase.

Where the product is software distributed under the GNU General Public License (GPL), the refund does not retroactively alter the rights granted by the applicable license over copies of the software that were legitimately received.

Credentials, keys or commercial services linked to a refunded purchase may be disabled where their sole purpose is to verify ongoing entitlement to downloads, updates or support.

10. Chargebacks and payment disputes

Before initiating a chargeback or payment dispute with a financial institution, purchasers are encouraged to contact Alamarte Engineering or the provider that processed the transaction so that the matter can first be clarified or resolved.

This recommendation does not limit the purchaser's right to use any claim, payment reversal or dispute mechanisms available under applicable law.

A refund should not be requested simultaneously through different channels for the purpose of obtaining more than one reimbursement for the same transaction.

11. Updates to this policy

This policy may be updated when applicable law, the products offered, payment providers or the procedures used to manage refunds and claims change.

For a specific purchase, the conditions applicable to that transaction will be taken into account, without prejudice to mandatory consumer protection rules.