Refund policy

At Cyber Maintain, we are committed to delivering high-quality services in IT systems maintenance, computer equipment maintenance, and technology consulting. We understand that unforeseen situations may arise, so we have established the following policy to ensure clarity, transparency, and a strong relationship with our clients.

Contracted Services

Our services are contracted through our website, where clients select the plan that best fits their needs, make the payment, and receive a confirmation email. All prices are listed in Mexican pesos (MXN) and include itemized VAT.

Cases Eligible for a Refund

A full or partial refund may be requested in the following situations:

1. When the contracted service has not been delivered due to reasons attributable to Cyber Maintain.
2. If the client cancels the service at least 48 hours in advance and before it is carried out.
3. In the event of billing errors or verified duplicate payments.
4. If Cyber Maintain is unable to deliver the service due to technical or logistical reasons and a rescheduling is not feasible for the client.

In such cases, the client must send an email to atencion@cybermaintain.com with the subject “Refund Policy Request”, including an explanation of the reason, full name, order number or payment reference, and proof of the charge.

Cases Not Eligible for a Refund

Refunds will not be granted in the following scenarios:

1. Refunds will not be granted in the following scenarios:
2. If the client fails to appear, respond, or otherwise prevents the service from being carried out for reasons not attributable to Cyber Maintain.
3. When the refund request is submitted more than 5 business days after the purchase or cancellation date.
4. For subjective dissatisfaction with the content or approach of the service if it was delivered as agreed.

Procedure and Timeframes

Once the refund request is received with all required information, Cyber Maintain will review the case within 5 to 7 business days and inform the client whether the refund will proceed. If approved, the refund will be issued within 7 to 10 business days to the same account used for the original payment. If necessary, confirmation of your card number or bank account (CLABE) may be requested. Refunds are only processed after a formal request is made and approved.

Invoicing and Refunds

If a fiscal invoice has already been issued and the refund is approved, the client must provide a corresponding credit note in order for the refund to be processed.