At SORTU SOLUTIONS S.A. DE C.V., hereinafter referred to as DASSA SOLUTIONS, we strive to offer services of the highest quality. Our Refund Policy (the “Policy”) is designed to provide clarity and transparency in the refund process, ensuring a fair and consistent experience for all DASSA SOLUTIONS clients.

A. REASONS FOR RETURN, CANCELLATION, AND REFUND

DASSA SOLUTIONS provides Clients with various reasons for non-compliance that may necessitate the use of this Policy. These reasons are as follows:

• Service Quality: The service provided by DASSA SOLUTIONS does not meet the promised or expected quality standards.
• Inaccurate Description: The service or product does not match the description provided at the time of purchase.
• Order Errors: Provision of a service different from the one requested by the client.
• Delivery Delays: Significant delays affecting the usefulness or relevance of the service for the client.
• Lack of Correspondence: The service provided does not align with the requirements outlined in the contract or order.

In the event of an issue with the service, such as non-compliance, inconsistency, partiality, defects, or dissatisfaction on the part of the client or DASSA SOLUTIONS, the service may be canceled by mutual agreement. In such cases, the amount held as a guarantee may be refunded to the client, which means the amount not released to the professional by the client.

In the event of cancellation and refund to the client, the amount will be credited to the account registered with DASSA SOLUTIONS according to the payment method used in the original transaction. Subsequently, the client may choose to use the credit for future services or request a refund to their bank account.

The Client must adhere to the payment process established by DASSA SOLUTIONS. If the Client sends funds to DASSA SOLUTIONS and later requests a cancellation through an external financial entity without first contacting DASSA SOLUTIONS, they will be responsible for the costs associated with such cancellation.

The right to a refund will only apply if the Client has paid for the Services as specified in the order, including all relevant fees. Any costs associated with processing the refund will be borne solely by the Client.

These charges will be deducted from the total refund amount.

B. CONDITIONS FOR REFUNDS

Depending on the Service offered by DASSA SOLUTIONS, the Client must adhere to the following conditions:

• Refund Form: The Client must complete a Refund Form and send it to atencion@dassa-solutions.com from the email address associated with their DASSA SOLUTIONS account.
• Response: DASSA SOLUTIONS will process the Refund Form submitted by the Client as soon as possible within a reasonable timeframe. Response times may vary based on the reasons for the refund and workload. In any case, DASSA SOLUTIONS will inform the Client of the outcome of their request. The Client may also contact the support department, available 24/7, for updates on their request.

If the client requests a refund, it will be processed using the same payment method used in the original transaction.

Credit Card Payments: For payments made with a credit card within the last 15 to 30 days, the refund will be made to the same card.

Debit Card Payments: For payments made with a debit card within the last 10 to 15 days, the refund will be made to the same card.

Payments Older than 180 Days: If the payment was made more than 180 days ago and the payment processor no longer allows refunds (varies by processor, between 180 and 365 days), the refund will be made to the information provided by the client, provided that the details correspond to the original purchaser.

Notes: Refunds will not be processed if the Client has received the contracted services according to their order and is fully satisfied with them. However, if the Client changes their mind and wishes to return the service already provided, DASSA SOLUTIONS will not be able to process the refund as the service has been completed as agreed.

In exceptional situations, DASSA SOLUTIONS reserves the right to evaluate each case individually and offer alternative solutions, such as adjustments to the services provided or credits for future projects.

If the payment method used has been canceled or replaced, the client must contact their service provider to verify how the refund will be managed in this case. We, as part of the process, will send the refund information to the card issuer.

C. CONTACT AND SUPPORT

For any inquiries related to our Policy or to request a refund, please contact our support team via email at: atencion@dassa-solutions.com. At DASSA SOLUTIONS, we are available to assist you and ensure that all your concerns are addressed efficiently.

D. POLICY UPDATES

DASSA SOLUTIONS reserves the right to update this Policy at any time. Changes will be posted on our website, and the date of the latest update will be indicated at the top of the document. Clients are encouraged to review this Policy periodically to stay informed of any changes.

Updated as of August 2024