Política de reembolso

Refund Policy

1. Introduction and Commitment to Customer Satisfaction

At PROTEUS R.L., we are firmly committed to providing an exceptional delivery experience to all our users, both customers and delivery partners. We understand that in the dynamic world of deliveries and logistics, unexpected situations can arise. That's why we have developed this comprehensive Refund Policy, designed to offer clarity, transparency, and fair solutions in cases where our service may not have met expectations.

This policy establishes in detail the conditions under which customers and delivery partners can request refunds, and meticulously describes the process we follow to evaluate and resolve each request. Our goal is to maintain a fair balance between the interests of our customers, delivery partners, and the integrity of our service.

By using our services, you accept the terms and conditions of this policy. We invite you to read it carefully to understand your rights and responsibilities regarding refunds.

1.1 Our Commitment

At PROTEUS R.L., the satisfaction and safety of our users are our top priority. We commit to:

Evaluate each refund request individually and objectively.
Consider the particular circumstances of each case to ensure a fair resolution.
Maintain clear and timely communication throughout the refund process.
Implement continuous improvements in our service based on the feedback received.

Our ultimate goal is to offer a transparent and reliable service, where customers can fully trust the quality of our deliveries, and delivery partners have a solid and fair support system in unforeseen situations.

2. Conditions for Requesting a Refund

We understand that situations may arise where our service does not meet expectations. Below, we detail the conditions under which you can request a refund:

2.1 Incorrect Orders

If the products delivered do not match the order placed, you have the right to request a refund. This may include:

Receiving a completely different product from the one ordered.
Significant variations in size, color, or model of the ordered product.
Receiving a different brand from the one requested, when the specific brand was an essential part of the order.

2.2 Damaged or Poor Condition Products

You have the right to request a refund if you receive products that are:

Physically damaged (broken packaging, crushed products, etc.).
Expired or close to expiration (in the case of food or perishable products).
Not fit for consumption or use due to evident quality issues.
With broken or tampered security seals.

2.3 Incomplete Delivery

If you do not receive all the products requested in your order, you can request a refund for the missing items. This includes:

Products that appear in your order but were not delivered.
Incorrect quantities (for example, receiving 2 units instead of the 3 requested).
Missing accessories or components that should have been included with the main product.

2.4 Problems with Delivery Service Quality

You can request a refund if you experience significant problems with the delivery service, such as:

Non-receipt of the order: If the order never arrives at the provided address.
Significant delay: If there is a delay in delivery that considerably exceeds the estimated time, without reasonable justification.
Delivery to incorrect location: If the order is delivered to an address different from the one specified.
Delivery partner conduct issues: If you experience inappropriate or unprofessional behavior from the delivery partner.

2.5 Important Note on Order Verification

To avoid misunderstandings and facilitate the refund process, we strongly recommend our customers to:

Verify the order at the time of delivery, in the presence of the delivery partner when possible.
Check the condition of the products immediately after receiving them.
Report any discrepancy or problem as soon as possible, ideally within the first 24 hours after delivery.

If the customer accepts the delivery without immediate objections, it will be initially assumed that everything was received in satisfactory condition. However, we understand that some problems may not be immediately evident, so each case will be evaluated individually.

3. Procedure for Requesting a Refund

If you experience any of the situations mentioned above and believe you are entitled to a refund, we ask you to carefully follow the following procedure:

3.1 Immediate Communication

It is crucial that you notify us about the problem as soon as possible. To do this:

Contact our customer support team within the first 24 hours after receiving your order.
Use the designated communication channel in our application or website to report incidents.
Provide clear and precise details about the problem experienced.
If possible, attach photos or videos that evidence the problem (e.g., damaged products, incorrect orders, etc.).
Have the order number and any other relevant information that can help us identify and verify your request on hand.

3.2 Case Review

Once we receive your request, our specialized team will carefully proceed to evaluate the case. This process includes:

Verification of order details in our system.
Analysis of the evidence provided (photos, videos, problem description).
Review of delivery history and any relevant notes from the delivery partner.
When necessary, contact with the delivery partner to obtain additional information.
Evaluation of applicable policies and the specific circumstances of the case.

3.3 Response and Resolution

We commit to providing a response to your request within 3 to 5 business days. During this time:

We will keep you informed about the progress of your request.
We might contact you to request additional information if necessary.
Once the review is completed, we will notify you of the decision made regarding your refund request.
In case of approval, we will inform you about the amount to be refunded and the refund method.
If the request is rejected, we will provide a detailed explanation of the reasons.

4. Refund Methods

At PROTEUS R.L., we strive to offer convenient and efficient refund methods for our users. If your refund request is approved, we will process the refund using the original payment method whenever possible. Below, we detail the different refund methods and their particularities:

4.1 Refunds to Credit/Debit Cards

For payments made with a credit or debit card:

The refund will be processed directly to the card used for the original purchase.
Processing time may vary between 7 and 14 business days, depending on the financial institution issuing the card.
In some cases, the refund may appear as a credit on your next statement, instead of reversing the original charge.
We recommend checking with your banking entity if you don't see the refund reflected after 14 business days.

4.2 Refunds for Cash Payments

If you made the payment in cash at the time of delivery:

We will offer a credit voucher for the corresponding amount for future purchases on our platform.
In exceptional cases, we can agree on an alternative refund method, such as a bank transfer or cash delivery, depending on what is most convenient and safe.
The process for cash refunds may take up to 7 business days to be managed and effected.

4.3 Refunds for Online Payments

For payments made through digital payment platforms (such as PayPal, Apple Pay, Google Pay, etc.):

The refund will be processed through the same payment platform used for the original transaction.
Processing times will vary according to the policies of each payment platform, generally between 3 and 10 business days.
We recommend consulting directly with the corresponding payment platform if you have doubts about the status of your refund.

4.4 General Considerations on Refunds

Refunds will be processed for the total amount of the order or for the value of the affected items, as appropriate.
In some cases, we may offer additional compensation (such as credits for future purchases) as a gesture of goodwill.
Service charges, tips, or other additional charges will be evaluated on a case-by-case basis for refund.
We will keep you informed about the status of your refund through notifications in the application or by email.

5. Partial Refunds or Rejections

At PROTEUS R.L., we strive to be fair and reasonable in all our refund decisions. However, there are situations where we may only be able to offer partial refunds or, in some cases, we may be forced to reject the refund request. Below, we detail these circumstances:

5.1 Partial Refunds

We may offer partial refunds in the following situations:

Partial delivery of the order: We will refund the value of the undelivered items.
Partial damage to products: We will refund the value of the damaged items, maintaining the charge for items in good condition.
Proportional discount: In cases of delivery delay or minor quality issues, we may offer a partial discount as compensation.
Perishable products: If only a part of the perishable products is in poor condition, we will refund that specific part.

5.2 Situations That May Result in Refund Rejection

There are circumstances in which we might be forced to reject a refund request:

Used or partially consumed products: If the product has been used or partially consumed, unless the quality issue was not evident before consumption.
Damage to the product caused after delivery: If it is determined that the damage occurred after the product was delivered and accepted in good condition.
Requests submitted outside the timeframe: Requests made beyond the 24-hour timeframe after delivery, without a reasonable justification for the delay.
Lack of evidence: When sufficient evidence is not provided to support the refund request, and it is not possible to verify the claim by other means.
Non-compliance with usage conditions: If it is determined that the problem arose due to improper use or contrary to the product instructions.
Problems not attributable to PROTEUS R.L. or its associates: Situations beyond our control, such as extreme weather conditions or access restrictions not previously informed.

5.3 Evaluation Process

We assure our users that each case will be carefully evaluated by our specialized team. Our evaluation process includes:

Detailed review of the evidence provided by the customer.
Analysis of the user's order and delivery history.
Consultation with the delivery partner and, if necessary, with the establishment of origin of the order.
Consideration of external factors that could have affected the delivery.

We commit to making the fairest decision based on all available evidence and the particular circumstances of each case.

6. Refunds to Delivery Partners

At PROTEUS R.L., we recognize that our delivery partners are a fundamental part of our service. Therefore, we also consider situations where delivery partners may be eligible for refunds or compensations:

6.1 Platform Technical Issues

If a delivery partner cannot complete a delivery due to a technical failure of our platform, we will consider the following actions:

Compensation for the time and distance traveled up to the point where the failure occurred.
Reimbursement of incurred expenses (such as fuel or parking) directly related to the delivery attempt.
Additional bonus as a gesture of goodwill, depending on the severity and duration of the technical problem.

6.2 Assignment Errors

In cases where an order was incorrectly assigned, resulting in the loss of a viable delivery for the delivery partner, we will offer:

Compensation based on the base delivery rate that the delivery partner would have received.
Priority in the assignment of future orders to compensate for the lost opportunity.
Review and adjustment of our assignment system to prevent similar errors in the future.

6.3 Last-Minute Cancellations

For situations where an order is canceled after the delivery partner has invested significant time and resources:

Partial compensation based on the distance traveled and time invested.
Reimbursement of direct expenses incurred (such as parking fees) if applicable.

6.4 Request Process for Delivery Partners

Delivery partners should follow the following process to request a refund or compensation:

Notify the incident immediately through the application or designated support channels.
Provide specific details of the problem, including time, location, and any relevant evidence.
Complete any form or report required by our support team.
Cooperate with any investigation or request for additional information.

We commit to reviewing and responding to all requests from delivery partners within 48 business hours.

7. Order Cancellations

We understand that circumstances can change and that sometimes it is necessary to cancel an order. Our cancellation policy is designed to be fair to both customers and delivery partners and associated establishments.

7.1 Cancellations before Processing

If you wish to cancel an order before it has been processed or sent:

You can do so without penalty through the application or by contacting our customer service.
The full refund will be processed using the original payment method.
The refund processing time will follow the timeframes mentioned in section 4 of this policy.

7.2 Cancellations during the Delivery Process

Once the order has been accepted by the delivery partner and is in the process of being delivered:

It will not be possible to request cancellation, except in exceptional cases.
Exceptional cases may include verifiable personal emergencies or significant errors in the order.
In these cases, the possibility of a partial refund will be evaluated, considering the costs already incurred.

7.3 Cancellations by PROTEUS R.L.

In certain circumstances, PROTEUS R.L. may be forced to cancel an order:

Product availability issues at the establishment.
Serious technical incidents that prevent the processing or delivery of the order.
Extreme weather conditions or force majeure events that compromise safety.

In these cases, a full refund will be processed and the customer will be notified immediately, offering alternatives when possible.

8. Special Cases

At PROTEUS R.L., we recognize that unique situations may arise that are not specifically covered by this policy. We reserve the right to evaluate these exceptional cases individually, always with the aim of finding a fair and satisfactory solution.

8.1 Evaluation of Special Cases

For situations not explicitly covered by this policy, our approach will include:

Detailed analysis of the particular circumstances of the case.
Consultation with relevant departments within PROTEUS R.L.
Consideration of similar precedents, if any.
Evaluation of the impact on the customer, the delivery partner, and our platform.

8.2 Resolution of Special Cases

In these cases, our support team will:

Communicate directly with the user to fully understand the situation.
Clearly explain the available options and the reasoning behind any decision.
Seek a solution that is fair and reasonable for all parties involved.
Document the case for future reference and possible update of our policies.

Our commitment is to make our best effort to offer satisfactory solutions within reason, maintaining the integrity of our service and the trust of our users.

9. Modifications to the Refund Policy

PROTEUS R.L. reserves the right to modify this Refund Policy at any time to reflect changes in our business practices, improvements in our service, or updates in applicable legislation.

9.1 Update Process

Any significant modification will be communicated to our users through the application, email, or our official website.
Minor updates or clarifications may be made without specific notification.
The date of the last update will always be visible at the end of this policy.

9.2 Applicability of Modifications

Changes to the policy will take effect immediately after their publication, unless otherwise specified.
Refund requests will be processed according to the policy in effect at the time of the request, not at the time of purchase.

9.3 Recommendations for Users

We strongly recommend that you:

Periodically review this policy to stay informed about any changes.
Contact our customer service if you have questions about how changes may affect your rights or previous orders.

10. Contact

If you have any questions, concerns, or need more information about our Refund Policy, please don't hesitate to contact us. We are here to help you and ensure that your experience with PROTEUS R.L. is always satisfactory.

10.1 Contact Methods

You can communicate with us through the following channels:

Email: soporte@miproteus.com
In-app chat: Available for assistance in less than 24 hours.

10.2 Service Process

When contacting us, please:

Provide your order number or user ID for faster assistance.
Clearly describe your query or problem.
Include any relevant documentation or evidence if you are reporting a specific issue.

We commit to responding to all inquiries within 24 business hours.

Last updated: 9/11/2024

PROTEUS R.L. strives to maintain the highest quality in our services and in the attention to our users. Your satisfaction is our priority, and this Refund Policy is part of our ongoing commitment to you.