Refund Policy
Last updated: 2026-05-25
Vuelve a Casa is free to use. Optional contributions on the "Support Us" page help cover hosting, infrastructure, and maintenance costs. This policy describes when and how those contributions can be refunded.
What contributions are
Contributions are voluntary payments to support the platform. They are not purchases of a product or service, are not donations to a registered charity, and do not give you extra features, access, or any kind of priority on the platform.
Contributions are non-refundable by default
Because contributions are voluntary and no goods or services are delivered in exchange, they are non-refundable once processed. Please contribute only what you are comfortable losing.
Exceptions
We will refund a contribution in full when: (a) the payment was made without the cardholder's authorization (suspected fraud or stolen card), or (b) the same charge was duplicated due to a technical error on our side, or (c) the law of your country of residence grants you a right of withdrawal that we are required to honor.
How to request a refund
Write to the contact email below from the email address used during the contribution. Include the transaction ID (visible in your card statement or PayPal/MercadoPago receipt) and the approximate date of the charge. Refunds are processed through the original payment method.
How long it takes
Once we receive a complete request, we acknowledge it within 5 business days. Approved refunds are issued within 10 business days from acknowledgement. Depending on your card issuer or wallet provider, the funds may take additional days to appear on your statement.
Provider-specific notes
Stripe, PayPal, and MercadoPago refunds reverse on the original transaction; small currency-conversion differences may occur if the charge crossed currencies. Cryptocurrency contributions (USDT and similar) are irreversible on-chain and can only be refunded by sending an equivalent amount back to a wallet you control — provide that wallet address with your request.
Your consumer rights
Nothing in this policy limits any non-waivable consumer-protection right you may have under the laws of your country of residence, including EU directive 2011/83/EU on consumer rights where applicable.
Contact
To request a refund, write to hola@vuelveacasa.pet from the email address used during the contribution, including the transaction ID and approximate date.