Refund, Guarantee & Cancellation Policy

Overview

This policy explains what ElGrupito guarantees, how we fix problems, how cancellation works, and the specific cases in which money goes back to you. It applies to every purchase made through ElGrupito and forms part of our Terms of Use, together with the specific conditions published on each product page. By placing an order you confirm you have read and accepted all of them.

Why a Completed Delivery Cannot Be Undone

This is not a policy we chose for convenience — it follows from what the product is. When you order, we assign you a real place on a real account: a slot is consumed, credentials are issued to you, and the cost of that subscription is incurred by us at that moment and cannot be recovered. Unlike a physical item, digital access cannot be handed back: once you have seen the credentials, you have had everything the purchase consisted of, whether or not you go on to use it. That is why the law in many of the markets we serve treats digital content supplied immediately, at the buyer's express request, as outside the ordinary right to change your mind — and why our checkout asks you to consent to delivery starting straight away and to confirm you understand the sale becomes final once it does.

Our Role and Its Limits

ElGrupito is an intermediary between you and the platforms whose services you contract. Our responsibility is to give you working access to the product you bought and to keep it working for the period you paid for. From the moment you receive that access, how you use the account and how the platform treats it is between you and that platform. We are not responsible for changes a platform makes to its plans, prices, terms, content catalogue or availability after your purchase, for restrictions or sanctions it applies to an account, or for playlists, files, settings or any other content you keep inside the account.

Before You Buy

Because deliveries are final, the moment to check the details is before you pay. Every product page lists the specific conditions of that product: how the account is shared, what the plan includes, delivery times, and any limitation the platform imposes. Those conditions are part of this agreement. If anything is unclear, our support team will answer before you buy — that conversation is free, and it is the best protection you have.

What We Guarantee: Repair and Replacement

Every account we sell carries a replacement guarantee for the whole subscription period you purchased, provided neither our Terms of Use nor the platform's own terms have been broken. If something goes wrong, this is the order things happen in:

1. Account repair — report the problem and our technical team starts a repair. Most cases are solved in minutes; depending on severity it can take up to 72 hours. We email you when access is restored.
2. Free replacement — if the account cannot be repaired, we replace it with an equivalent one for the time remaining on your subscription. A Canva Pro account is replaced by another Canva Pro account.
3. Alternative delivery — where access was given as an invitation code, we issue a new code; where the product allows no other route, we may propose an equivalent solution.

Replacements are offered during the current subscription period only, for the time remaining on it, and under the specific conditions of each product.

When You Get Your Money Back

Money goes back when we did not give you what you paid for. Concretely:

• We never delivered your order, and cannot deliver it.
• We delivered something different from what you bought — you ordered a ChatGPT Plus account and received another product — and we cannot correct it.
• The access never worked from the start, and we can neither repair nor replace it.
• You were charged twice for the same order, or charged after a cancellation had already been confirmed.

When You Do Not Get Your Money Back

Once we have delivered the access you ordered and it works, the purchase is complete. We do not refund:

• A change of mind — you no longer want the account, found it elsewhere, or ordered it by mistake.
• Not using the subscription, or using it less than you expected to.
• Buying without reading the product's specific conditions, when the product behaves exactly as those conditions describe.
• Changes a platform makes after your purchase to its prices, plans, features, content catalogue or terms.
• Restrictions, blocks or sanctions a platform applies to an account, or limits on simultaneous users, region or usage time that are inherent to the plan.
• Loss of playlists, files, personal settings or any content you stored inside the account.
• Accounts suspended for breaking our Terms of Use, the platform's terms, or the product's conditions — see the strike system below.
• The part of a subscription period you have already used, when you cancel part-way through.

Misuse and the Strike System

Shared accounts only work if everyone follows the rules, so misuse costs the other members of your group. Changing the password without authorisation, blocking other members' access, altering the account's billing details, or any other use that breaks the platform's terms or ours counts as an infraction.

• First strike — for a minor infraction we record a strike and notify you, so you can correct the behaviour.
• Second strike — a repeat infraction suspends the service permanently, with no refund.
• Serious infraction — an infraction that significantly harms the system or other users suspends the service immediately, without warning and with no refund.

Cancellation Is Not a Refund

Cancelling means asking us not to renew your plan for future periods. You can cancel at any time before the next renewal charge is processed, and we action it as soon as we receive the request. Cancelling does not end your current access — you keep the account until the end of the period you already paid for — and it does not refund that period. A cancellation stops future charges; it does not reverse past ones. To cancel, contact support.

ElGrupito Credits

Our wallet lets you hold a balance in your ElGrupito account and spend it on any product in our catalogue, including renewals. Credits are valid across the whole catalogue, subject to each product's own conditions, and any credit added to your wallet is yours to spend whenever you like.

How to Open a Claim

There is no form to hunt for. Write to us and a human picks it up:

1. Contact support through the contact page, live chat, or by email.
2. Give us your order number and the email address you bought with.
3. Describe the problem — what you expected, what you got, and when it started. A screenshot of the error helps us move faster.
4. We confirm we have your claim and tell you how we will resolve it.
5. We keep you posted by email until the case is closed.

If you disagree with the outcome, reply on the same thread and ask for a review. We look at every appeal, and if we still cannot agree, you keep whatever rights your local consumer protection law gives you.

How Long It Takes

Account repairs usually take minutes and at most 72 hours. Replacements are issued as soon as stock allows. Where a refund applies, it is sent within 5 to 10 business days of approval, and your bank may take another 2 to 5 business days to show it on your statement — that last stretch is outside our control. We email you the moment a refund is initiated.

Please Talk to Us Before Disputing a Charge

If something is wrong, support will almost always fix it faster than your bank can. Opening a chargeback freezes the order while the payment provider investigates, which means we cannot repair, replace or resolve anything until it closes — it delays the very thing you want. It also suspends your ElGrupito account while the dispute is open. We keep delivery records for every order, including when access was sent and the terms accepted at checkout, and we present them when a dispute is raised. Write to us first: we would much rather solve it.

Changes to This Policy

We may update this policy, and changes take effect when published here with a new revision date. Purchases made before a change are governed by the policy in force at the time of purchase.

Questions?

If anything here is unclear, ask before you buy rather than after. Our support team answers around the clock:

Email support