REFUNDS AND CANCELLATIONS

XtrategixLab – CREZK DIGITAL STRATEGY S.A. DE C.V.

GENERAL PRINCIPLES

This policy establishes the procedures, conditions, and timeframes applicable to requests for refunds and cancellations of monthly subscription services offered through xtrategixlab.com.

Fundamento Legal: Federal Consumer Protection Law, Articles 1, 7, 7 Bis, and 56 Bis, Commercial Code on electronic transactions.

CANCELLATION POLICY

1. RIGHT OF WITHDRAWAL

Reflection period: 7 calendar days from the date of contracting the service.

Conditions for exercising the right:

  • The specific activities of the contracted plan have not been initiated.
  • No access to confidential or strategic materials has been provided.
  • The application must be submitted in writing within the established deadline.
  • The identity of the account holder is verified.

Procedure:

  1. Send application to informacion@xtrategixlab.com
  2. Include subscription number and reason for cancellation
  3. Please wait for confirmation of receipt (maximum 24 hours).
  4. Refund processed within a maximum of 30 calendar days in accordance with PROFECO.

2. VOLUNTARY CANCELLATION

Cancellation without cause: Available at any time, effective at the end of the current billing period.

Simplified process:

  • Preferred method: User panel on the website
  • Alternative method: Email with express request
  • Confirmation: Immediate via electronic means
  • Effectiveness: At the end of the paid monthly cycle

Specific policies per plan:

Explorer and Strategist Plans:

  • Immediate cancellation available
  • No minimum time restrictions
  • Access to materials delivered up to the date of cancellation

Guerrero and Comandante Plans:

  • Recommended 15 days' advance notice
  • Delivery of work in progress before the cut-off date
  • Transfer of access and credentials

Conquistador and Total Victory Plans

  • Mandatory notification of 30 calendar days
  • Transition period for complex projects
  • Closing session and transfer of assets digitals

3. CANCELLATION FOR JUSTIFIED REASONS

Accepted reasons:

  • Serious breach in the provision of the service
  • Unilateral changes to the terms and conditions without prior notice
  • Persistent technical failure that prevents use of the service
  • Extraordinary circumstances affecting the customer (illness, business closure)

Required documentation:

  • Evidence of non-compliance or extraordinary circumstances
  • Previous communications requesting correction of the problem
  • Proposed solution rejected or not implemented

Effects: Immediate cancellation with proportional refund for the unused period.

REFUND POLICY

1. AUTOMATIC REFUNDS

Withdrawal during the cooling-off period:

  • Amount: 100% of the payment made
  • Processing: Maximum 30 calendar days according to PROFECO provisions.
  • Method: Same payment method originally used
  • Requirements: Comply with the conditions of the right of withdrawal.
  • No penalties or deductions of any kind

2. REFUNDS FOR NON-COMPLIANCE

Service failure:

  • Evaluation: Case-by-case analysis by the quality department
  • Amount: Proportional to the affected period
  • Maximum resolution time: 15 business days
  • Alternative: Compensation with additional services

Evaluation criteria:

  • Targeted impact on service delivery
  • Downtime or deficiency
  • Corrective measures implemented
  • Demonstrable damage to the customer

4. CASES NOT ELIGIBLE FOR REFUND

No refunds will be given in the following cases:

  • Cancellations after the cooling-off period without just cause
  • Full use of services during the paid month
  • Customer's failure to comply with contractual obligations
  • Violation of terms of use or company policies
  • Customized services already delivered and approved

SPECIFIC PROCEDURES

1. CANCELLATION REQUEST

Required information:

  • Full name and registered email address
  • Plan purchased and start date
  • Reason for cancellation
  • Desired effective date

Application channels:

2. REFUND REQUEST

Required documentation:

  • Completed application form
  • Original proof of payment
  • Official identification of the holder
  • Evidence of cause (where applicable)

Evaluation process:

  1. Reception and registration: 1 business day
  2. Technical evaluation: 3–5 business days
  3. Decision: Communicated within a maximum of 7 business days
  4. Processing: 5–10 additional business days

3. RESPONSE TIMES

Confirmation of receipt: 24 hours maximum
Initial assessment: 3 business days
Final resolution: 10 business days
Refund processing: 7–15 business days

REIMBURSEMENT METHODS

1. PAYMENT METHOD PREFERENCES

Credit or debit card.

  • Reversion to the original card
  • Time: 3–5 business days
  • No additional fees

Credit to the user:

  • Time: 3–5 business days
  • Subject to policies

2. CURRENCIES AND EXCHANGE RATES

Refunds in USD: Same amount originally charged
Conversion to pesos: Exchange rate on the day the refund is processed
Exchange rate differences: These are not the responsibility of XtrategixLab.

2. TEMPORARY SUSPENSION

Available only for:

  • Conquistador and Total Victory Plans
  • Periods of 1–3 months maximum
  • With valid business justification

3. TRANSFER OF SERVICES

Between accounts held by the same account holder:

  • At no extra cost
  • 48-hour administrative process

To third parties:

  • Subject to credit approval
  • New owner must accept current terms

DISPUTE RESOLUTION

1. INTERNAL MECHANISM

First instance: Customer service (informacion@xtrategixlab.com)
Second instance: Commercial supervision
Third instance: General Directorate

Time per instance: 5 business days maximum each

2. EXTERNAL INSTANCES

PROFECO: In accordance with the procedures of the Federal Consumer Protection Law
Conciliation: Recognized commercial conciliation center
Arbitration: Mexico City

POLICY CHANGES

Notice: 30 calendar days in advance via email and website
Effectiveness: Not retroactive, applies only to new hires
Historical archive: Previous versions available for 24 months

CONTACT AND SUPPORT

Email: informacion@xtrategixlab.com
Business hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. (Mexico City)
Guaranteed response time: 24 hours on business days

This policy supplements XtrategixLab's General Terms and Conditions and Privacy Policy. In the event of a conflict between documents, the more specific conditions contained in this policy shall prevail.

Effective from: September 10, 2025
Specific contact for refunds: informacion@xtrategixlab.com

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