Refund Policy – CuentasGo

Last updated: January 24, 2026

This Refund Policy regulates the conditions under which CuentasGo may process refunds related to transactions carried out on the platform for access to shared account profiles (streaming, software, or other digital services). By using CuentasGo, you agree to this policy.

1. Nature of the service and scope

CuentasGo acts as an intermediary platform between users. Refunds, when applicable, are managed in accordance with this policy and the payment flows enabled on the platform. CuentasGo does not guarantee the service of the underlying digital provider (third party), nor is it responsible for any decisions or changes made by the latter.

2. When a refund is applicable

A full or partial refund may be applicable, as the case may be, when any of the following circumstances are verified:

1. Failure to provide accessThe seller does not provide access to the profile within the announced time frame (or, if no time frame was announced, within a reasonable time).
2. Invalid or non-functional access at the time of delivery Incorrect credentials, non-existent invitation, access blocked from the outset, or objective impossibility of use attributable to the seller.
3. Access materially different from what was advertisedThe access provided does not match what was described (e.g., clearly different country/type of access/conditions) and this substantially affects use.
4. Unjustified withdrawal of access shortly after purchaseThe seller revokes access without reasonable cause or without offering an equivalent alternative within a reasonable time frame.

3. When a refund is NOT applicable

No refund will be granted when:

1. The buyer breaches the conditions of accessFor example, unauthorized changes, attempts to appropriate the profile, abusive use, or any conduct contrary to the rules of the seller or the platform.
2. Incidents caused by third parties unrelated to the sellerGeneral service outages, changes in supplier policies, blockages due to supplier measures for reasons not attributable to the seller (unless the seller has acted fraudulently).
3. Change of mindIf access was provided and worked as advertised, no refund will be given for “I don't want it” or “I don't need it anymore.”
4. Late claimsIf the incident is reported outside the deadlines indicated in this policy (see section 4), except in cases of legal obligation or verifiable exceptional circumstances.
5. Lack of minimum evidenceIf the buyer does not provide sufficient information to review the incident (screenshots, messages, details of the error, approximate date/time, etc.).

4. Deadlines for requesting a refund

For the claim to be valid, the buyer must report the incident within these deadlines:

• Non-delivery: within 48 hours of the time when access should have been delivered (or 48 hours after purchase if there is no published deadline).
• Invalid access or access different from what was advertised: within 24 hours after delivery.
• Withdrawal of access: within 48 hours of detecting the withdrawal.

CuentasGo may extend these deadlines in the event of technical incidents, complex disputes, or when there is clear evidence of damage.

5. How to request a refund

The buyer must open a ticket through the support channels enabled on the platform, providing:

• Transaction number or identifier (if available).
• Reason for the claim (non-delivery/does not work/does not match/withdrawal).
• Evidence: screenshots, messages, access attempt logs, date/time, and any other relevant information.

The seller must respond and cooperate by providing their version and evidence, if applicable.

6. Review and resolution process

1. Initial receipt and verificationThe request is validated to ensure it is within the time limit and includes sufficient information.
2. Request for additional information (if applicable)CuentasGo may request additional information from the buyer and/or seller to clarify the case.
3. DecisionAfter review, CuentasGo may decide:

• Full refund
• Partial refund (for example, if there was verifiable partial use or an accepted partial solution)
• Refund denied (if the conditions are not met)
• Replacement/alternative solution (if the seller offers equivalent access and the buyer accepts it)

7. Refund method

• Refunds are processed, where possible, using the same payment method used in the transaction or the mechanism enabled by the platform.
• Reflection times may depend on the payment provider and the user's bank.
• If there are any non-refundable fees charged by payment processors, these will be reported and applied in accordance with applicable regulations.

8. Prevention of abuse and fraud

To protect the community, CuentasGo may:

• Denied refunds in cases of reasonable suspicion of abuse (repeated unfounded claims, manipulation of evidence, etc.).
• Suspend listings or accounts if fraudulent behavior is detected on the part of the seller or buyer.
• Request additional verifications in high-risk cases.

9. Changes to this policy

CuentasGo may update this Refund Policy for legal, technical, or operational reasons. The current version will be the one published on the site. If the change is significant, it will be communicated through available means.