Refunds and cancellations
If you changed your mind or need to cancel before the term ends, here is what applies and how to ask for it. The process is by email today and a person handles it.
Write to contacto@arguz.io with your purchase reference. The reference appears on the page shown after paying and in the confirmation email, and looks like MOONIN-UC20-ANUAL-1789689082545.
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 is refunded, VAT included.
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.
On monthly payment there is no refund to calculate: it stops and the next month is not charged.
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: Mercado Pago processes it in 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 Mercado Pago withholds in some partial-refund cases. When that happens, we tell you the exact amount before executing.
This is a manual process, and we say so
Today a person reads your email, verifies the purchase and executes the refund in Mercado Pago. 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.