Refund policy

1. Scope

This policy applies to subscriptions to Kembrio, the service of Inversiones Nupa S.A.S. (“Nupa”). Purchases made outside Colombia are processed by Paddle.com, our reseller and the merchant of record for those orders; in Colombia, Nupa charges directly. It supplements the Terms and conditions of the service.

2. Free trial

Every new account has a free trial of fourteen (14) days, with no payment method required. Nothing is charged during the trial, and anyone who decides not to continue does not have to pay or request any refund.

3. Fourteen-day refund on a new subscription

If the Client takes out a new subscription, monthly or annual, it may request a full refund of that first charge within the fourteen (14) calendar days following the date of the charge, without having to give a reason. Once the refund is made, the subscription is canceled and access ends.

4. Renewals and cancellation

Renewal charges do not give a right to the refund in the previous section. To avoid a renewal, the Client may cancel at any time before the paid period ends; the cancellation takes effect at the end of that period, and the account keeps working until then. The unused part of a period that has already started is not refunded, except in the cases provided for in the Terms and conditions (for example, if Nupa terminates without cause or withdraws an essential feature of the plan) or when the law or Paddle’s terms of purchase give the buyer a greater right.

5. Charges made in error

A duplicate charge or a charge made in error is refunded in full, whenever it is discovered.

6. Onboarding and services already provided

Onboarding (initial setup, data loading and support) is not part of the subscription and is not paid through Paddle or through the payment gateway: it is quoted and invoiced separately, under the commercial proposal, and its refund is governed by what that proposal says. Onboarding services already provided are not refunded.

7. How to request a refund

Depending on where the purchase was made:

• Purchases made with Paddle (outside Colombia): at paddle.net, by looking up the purchase with the email used to pay, or by replying to the receipt Paddle sent by email. Paddle processes and pays those refunds.
• Purchases in Colombia: by writing to hola@kembrio.com with the company name, the account email, and the date and amount of the charge.

The refund is made through the same method used to pay. How long it takes to show up depends on the bank or the payment provider.

8. Contact

For any question about this policy, the Client may write to hola@kembrio.com. Inversiones Nupa S.A.S., Km 4, sector vía a San Onofre, Toluviejo, Sucre, Colombia.