Refund policy

15-day protection

Where Ecuadorian consumer law applies and the nature of the service permits it, a consumer may request cessation and refund within 15 days after receiving the service. Simplex.lat also offers a 15-day money-back guarantee for a customer’s first paid MemHub purchase.

Other eligible refunds

We refund duplicate charges, verified unauthorized payments, and periods where a confirmed MemHub defect prevented access to the paid service and we could not restore it within a reasonable time. A renewal may be refunded if requested within 72 hours and the account did not materially use paid-plan capacity after renewal.

Generally non-refundable

After the applicable window, substantially used subscription periods, consumed credits, usage-based charges, and non-recoverable taxes or third-party charges are generally non-refundable, except where mandatory law requires otherwise. Cancelling normally stops the next renewal while access continues to the end of the paid term.

How to request a refund

Email info@simplex.lat with the account email, organization name, payment reference, reason, and whether the account may be closed. Do not send full card details. Approved refunds are issued by Dodo Payments to the original payment method. We aim to decide complete requests within five business days; the payment provider or bank controls the final posting time.

Chargebacks

Contact us first so we can investigate quickly. This does not waive any right to dispute an unauthorized or incorrect payment with the payment provider or competent authority.