Refund policy

1. Scope

This policy applies to the report credit packs that agencies purchase in La Llave's agency portal. Payments are processed by Paddle.com, our reseller and Merchant of Record.

2. Unused credits

You can request a refund of any credits you have not used within 14 days of purchase. If you have used part of a pack, we refund the unused credits pro rata at that pack's price per credit.

3. Used credits

A used credit corresponds to a report that has already been generated and is not refundable.

If a report fails to generate, or is generated with a technical error attributable to the platform, we return the credit to your balance or, if you prefer, refund its amount.

4. How to request a refund

Email [email protected] from your agency's email address with the purchase date or your Paddle order number. You can also request it directly from Paddle via your purchase receipt (paddle.net).

We reply within 5 working days. Approved refunds are returned to the original payment method; how long they take to appear depends on your bank (usually 5-10 days).

5. Closing your account

If you close your agency account, the same rules apply: unused credits purchased in the last 14 days are refunded.

6. Contact

[email protected] · +376 379 150.