Refunds and cancellations

Changed your mind: 10 days, full refund

Within 10 calendar days of the purchase you can ask to undo it, with no need to explain why, and the full amount charged is refunded — including VAT when the sale carried it.

It does not matter whether you already installed the platform or how much you used it in those days. The only condition is the deadline.

Cancelling during the term: prorated refund

After those 10 days, you can cancel at any time before the contracted period ends. Full unused months are refunded, calculated on the net amount you paid.

An example with numbers, which is clearer than the rule: on an annual package of USD 4,320 net, cancelling at the end of the fourth month leaves eight unused months, so the refund is 8/12 of 4,320 = USD 2,880 net, plus the VAT corresponding to that figure.

The current month is not prorated by days. If you cancel halfway through the fifth month, that month counts as used and the refund covers the remaining seven.

This applies to the twelve-month payment, the one charged up front. The monthly subscription works differently and has its own section below.

The monthly payment: there is nothing to cancel

The monthly option is a single charge for one month, not a live subscription. There is no auto-renewal to stop: if you do not want to continue, you do not buy again and nothing further is charged. The month you paid stays active until it ends.

If you want automatic recurring billing — the charge repeating without having to buy again — write to contacto@arguz.io and we set it up with an invoice. The reason it is not on the button is concrete: Mercado Pago does not allow automatic charges above 350,000 pesos per charge, and every Moonin package is above that.

If you change your mind within the first 10 days of the monthly charge, the retraction above applies: full refund, no need to explain why.

How to request it

Write to contacto@arguz.io with the purchase reference and, if you want, the reason. The reason is not required and does not change the outcome; it helps us fix whatever needs fixing.

We confirm by email within one business day that the request came in, with the amount to be refunded. If it does not match what you expected, we discuss it there before executing.

The refund goes back through the same method you paid with. If it was a card, the money returns to that card: the provider that processed your purchase — Mercado Pago or Transbank Webpay, depending on the amount — returns it within a few days, and the issuing bank can take up to two billing cycles to show it on your statement. That last stretch does not depend on us and we cannot speed it up.

What happens to your cluster data

The history Moonin collected from your clusters stays available to export for 30 days from cancellation. After that it is deleted.

If you need more time to migrate, ask in the same email: it is a conversation, not a system limit.

What is not refunded

Nothing, for now. There is no setup cost, no activation charge and no handling fee held back. If any of that ever exists, it will be stated on this page before it appears on a charge.

The only figure that does not come back in full is the fee the provider withholds in some partial-refund cases. When that happens, we tell you the exact amount before executing.

And there is one case where a partial refund cannot be done through the system: if you paid in instalments with Webpay, its API rejects partial reversals. There the refund goes for the full amount, or we arrange it by bank transfer. This is measured, not an assumption, and we tell you when we confirm the request.

This is a manual process, and we say so

Today a person reads your email, verifies the purchase and executes the refund in the provider that charged it. There is no self-service button.

The honest consequence is that requests come in during business hours, not at three in the morning on a Sunday. We prefer saying it to having you find out nobody is on the other side.