Cancellation & Refund Policy

Last updated: 2026-08-03

This policy explains how to cancel your ABAKU subscription, when you are entitled to a refund, how we prorate prepaid terms and how long the money takes to reach you. It complements the Terms & Conditions; where the two overlap, this document governs refunds.

Nobody is charged without seeing the product working first. Every institution gets a demo and a written quote with the exact amount, the billing frequency and what is included, before any payment link is issued.

The payment link states the amount, whether it is a one-off or recurring charge, and its expiry date. If what you see on that page does not match what you were quoted, do not pay: write to us and we will reissue it.

ABAKU is a subscription, billed per active user or student. You choose the frequency when you sign: monthly, quarterly, half-yearly or yearly. Longer terms are paid up front and carry a discount agreed in your quote.

Charges are not automatic surprises: each period is invoiced and notified before it is charged.

Write to hola@abaku.mx from an address registered on the account, or tell your advisor. That is all. There is no form, no retention call and no notice period.

The cancellation takes effect at the end of the period you already paid for: you keep the service until then, and we do not charge you again.

You can export your institution's data at any time while the service is active, and we return it to you if you leave.

We refund in full, without discussion, when: the charge was duplicated; the charge was made after you cancelled; the charge was not authorised by you; or the service was never activated after payment.

We also refund in full if within the first 15 days of your first paid period the service does not do what we sold you. This is not a satisfaction guarantee for a change of mind — it is our responsibility for what we promised.

Beyond that, a failure attributable to us that leaves the service unusable for more than 72 consecutive hours is refunded in proportion to the days affected.

The deadline to request any refund is 30 calendar days from the charge.

If you paid a term up front and cancel before it ends, we refund the whole months you did not use.

The months you did use are recalculated at the standard monthly price, and the difference is deducted from the refund. The reason is simple: the discount on a long term exists in exchange for the commitment, and without this rule a yearly plan cancelled in month three would just be a cheap quarter.

Worked example. A yearly term of $48,000 MXN with a discount, on a service whose monthly list price is $4,800. You cancel after 3 months: those 3 months are valued at $14,400, and we refund $33,600.

Partial months are not prorated by the day: the month in progress is not refunded, and you keep the service until it ends.

Periods already used and completed.

Setup, migration or training work already performed, when it was quoted as a separate one-off item.

Suspensions or terminations caused by serious breach of the Terms, unlawful use or sustained non-payment.

Third-party services contracted directly by you (domains, external mail providers, your own hosting), even if we helped you set them up.

Write to hola@abaku.mx with the institution's name, the date and amount of the charge, and what happened. That is enough — you do not need the transaction reference, we can find it.

We reply with a decision within 5 business days. If we need something else to resolve it, we ask for it in that same reply, not in a chain of them.

Once approved, we issue the refund within 5 business days.

It then goes back through the same method you paid with. By card it usually appears in 5 to 10 business days, and some banks take up to two statement cycles. By bank transfer (SPEI) it goes to the account the payment came from, usually within 1 to 3 business days.

We do not refund as credit or vouchers unless you ask us to.

If you see a charge from ABAKU you do not recognise, write to us before opening a dispute with your bank. We can usually resolve it the same day, and a chargeback freezes the amount for weeks for both of us.

That said, opening a dispute is your right and using it does not affect how we treat you. If it turns out we were wrong, we say so.

For anything related to this policy: hola@abaku.mx.

The current version is always at abaku.mx/en/refunds with its update date. Substantial changes are notified to active clients at least 30 days in advance and never apply retroactively to a charge already made.

ABAKU · hola@abaku.mx · abaku.mx · See also the Terms and the Privacy Notice.