Cancellations and refunds

1. Provider

Thalia Ontiveros, Guerrero #402, Colonia Centro, Oaxaca de Juárez, Oaxaca, Mexico, ZIP 68000. Support email: hola@thaliaontiveros.com.

2. General principles

• Each request is reviewed individually, reasonably and in good faith.
• If a sales page, proposal or contract offers a more favorable guarantee, that guarantee applies.
• Before paying, review the description, content, delivery method, price and currency, dates, technical requirements, access duration and guarantee terms.

3. Purchases made on Hotmart

• The guarantee may be 7, 15, 21 or 30 days depending on the product; the exact period appears on the payment page or purchase confirmation.
• Refunds are requested within the guarantee period through Hotmart's channels or by writing to hola@thaliaontiveros.com for guidance.
• Receiving a request does not mean automatic approval; it is reviewed under Hotmart's rules and applicable law.

4. Digital products sold directly

• 7-calendar-day guarantee from payment confirmation, unless the sales page states a different period.
• Applies to recorded courses, manuals, ebooks, guides, templates, prompts, recorded webinars and downloadable resources.
• Where the law allows, a refund may be refused if there is substantial or abusive use: downloading most files, consuming most of the course, using templates or materials, or distributing the content.

5. Right of withdrawal in other countries

People protected by European Union or equivalent rules may have a 14-day right of withdrawal for distance purchases. For digital content delivered immediately, you may be asked to expressly consent to the start of delivery and acknowledge that the right may be lost once delivery begins.

6. Defective or misdescribed products

If a file does not open, is damaged, cannot be downloaded for reasons attributable to the provider, or the content differs substantially from what was offered, write to us. Solutions may include technical support, a new link, file replacement, access correction, a proportional price reduction or a full or partial refund.

7. Technical issues on the user's side

There is no automatic refund for internet failures, incompatible devices, lack of storage, browser blocks, forgotten passwords, misspelled emails or messages in spam. We will always offer reasonable support before resolving.

8. Live courses, webinars and events

• Notice of 7 or more calendar days: refund or date change, subject to availability.
• Notice of 3 to 6 days: credit for another date or equivalent product.
• Notice of less than 72 hours or no-show: no refund, unless there is a justified cause or a mandatory legal right.
• If a recording or equivalent material is provided, it may count as full or partial fulfillment.

9. In-person courses and events

• Enrollment reserves a seat.
• 7 or more days' notice: refund. 3 to 6 days: date change or credit. Less than 72 hours or no-show: no refund, unless justified.
• You may transfer your seat to another person with prior authorization and before the event starts.
• Travel, lodging, food, parking and personal materials are not refunded.

10. Events canceled by the provider

You may choose a refund of the amount paid directly to the provider, a new date or a credit for an equivalent product or service. Personal, banking, travel or third-party costs are not covered unless the law requires it.

11. Changes to date, time or format

For justified reasons the date, time, platform, venue, guest speaker or format may change. Notice will be given as early as possible. If the change substantially alters the service and you cannot attend, you may request rescheduling, credit or a refund for the affected service.

12. 1:1 consulting, audits and individual sessions

• Each session reserves exclusive time. You may reschedule free of charge with at least 24 hours' notice, once per session, subject to availability.
• The session is considered delivered and non-refundable if you cancel with less than 24 hours' notice, do not join, arrive significantly late or fail to provide the necessary information, unless there is a justified cause.
• Late arrival reduces the session time.
• You may cancel with a refund if you request it more than 48 hours in advance and no personalized work has started.
• If the provider cancels and no new date is agreed, the amount paid for the session not held is refunded.
• For 1:1 consulting, the session recording is provided for 30 days and is part of the service.

13. Custom services

Audits, ad campaigns, automations, chatbots, funnels, launches, websites, AI implementations and special projects are governed by the accepted proposal, quote or contract. If you cancel after work has started, you pay for the work done and any previously authorized non-recoverable expenses; any unearned balance is refunded where applicable.

14. Deposits and reservations

The purpose and terms of any deposit are disclosed before payment. Deposits are not automatically non-refundable: upon cancellation, the work done, reserved time and non-recoverable expenses are calculated, and any unearned amount is returned.

15. Client-caused delays

Missing information, access, approvals, copy or materials may move delivery dates without it being a breach by the provider. Prolonged inactivity may lead to suspension or closure of the project under the contract.

16. Business results

A refund is not granted only because expected sales were not reached, the investment was not recovered, recommendations were not implemented or the course was abandoned after the guarantee period. No product or service guarantees specific financial results.

17. Advertising and technology platforms

There are no automatic refunds for decisions outside the provider's control: ad rejections, account suspensions, algorithm changes, updates or outages at Meta, Google, WhatsApp, ManyChat or Hotmart. Each case is analyzed to offer a reasonable solution.

18. Subscriptions and memberships

Billing frequency is disclosed before purchase. You can cancel future renewals; access continues until the end of the paid period and no new charges are made after a successful cancellation.

19. Duplicate or incorrect payments

Write to hola@thaliaontiveros.com with your full name, purchase email, date, amount, product and receipt. Confirmed duplicate or incorrect charges are refunded.

20. Bonuses, certificates and product changes

• Bonuses are part of the full offer; after a full refund, access to the main product and its bonuses may be removed.
• Certificates of participation are not official degrees or licenses and may be voided after a refund.
• You may request, once and subject to availability, to use your payment as credit toward another product, paying any difference if applicable.

21. How to request a refund

Email hola@thaliaontiveros.com with your name, purchase email, product or service, date, amount, order number or reference, reason and evidence if applicable. Never send full card numbers or passwords. We will confirm receipt within 5 business days whenever possible.

22. Refund method and timing

Refunds go to the original payment method whenever possible. Timing depends on Hotmart, Mercado Pago, the issuing bank, the country and the currency. Exchange-rate differences or bank fees are handled by the financial institution, unless the law provides otherwise.

23. Chargebacks and abuse of the guarantee

Please contact us first. Fraudulent chargebacks or those made after consuming the product may be disputed with evidence such as purchase confirmations, access logs or downloads. Abusive requests (repeatedly buying, using and returning, or sharing or reselling the content) may be rejected where the law allows.

24. Consumer protection

Nothing in this policy removes rights granted by law. In Mexico you may contact the Federal Consumer Protection Agency (PROFECO). Consumers in other countries keep their mandatory local rights. Ambiguous clauses are interpreted in favor of the consumer.

25. Changes and acceptance

The version in force at the time of purchase applies, unless a later change is more favorable. By purchasing you confirm that you had the opportunity to review this policy before paying.