This is a convenience translation. In case of discrepancy, the Spanish version prevails.
Refund Policy
1. Scope of this Policy
This Policy governs the refunds applicable to the contracting of the Nimboo SalesKit platform, operated by NIMBOO VISUAL INTERNATIONAL S.A.S. DE C.V. (doing business as Nimboo). It forms an integral part of the Terms and Conditions of Use and is governed by the applicable Mexican regulations.
2. Nature of the service and of the Client
Nimboo SalesKit is a business software tool (SaaS) intended exclusively for the professional and commercial use of real estate developers, sales agencies and brokers. By contracting the Platform, the Client represents and acknowledges that it acquires it for the conduct of its business or professional activity, in its capacity as a merchant, and not as an end consumer for personal, family or household purposes.
Accordingly, the relationship between Nimboo and the Client is a business-to-business (B2B) relationship and is governed by the applicable commercial and civil legislation, in accordance with the express will of the parties set out in these documents.
3. General principle: immediately performed service
Access to the Platform constitutes a digital service of immediate performance and availability. Once the service is activated, it is deemed to be provided and consumed continuously during the contracted period, for as long as the Platform is available to the Client.
Because of this nature, and because it is a business service accepted expressly and knowingly at the time of contracting, membership fees are non-refundable, except for the exceptions expressly provided for in this Policy. The Client acknowledges and accepts this condition before making any payment.
4. Implementation charge
The one-time Implementation charge covers a manual, customized service of setting up the Client's project on the Platform (initial data upload, brand customization, configuration of units, unit types, galleries and other elements of the development). This service involves specialized work time dedicated specifically to the Client.
4.1 Cancellation before setup begins
If the Client pays the Implementation and requests its cancellation before Nimboo has begun the setup work, it may obtain a refund, with 25% of the amount retained for administrative, scheduling and preparation expenses already incurred. This retention does not constitute a penalty, but the recovery of actual costs associated with the start of the service.
4.2 Setup begun or completed
Once Nimboo has begun the setup work, the Implementation charge is NON-refundable, since it corresponds to a manual service actually provided and to work time invested specifically for the Client.
4.3 Implementation not completed due to Nimboo
If Nimboo fails to complete the implementation within a reasonable period of 30 calendar days from payment, for reasons exclusively attributable to Nimboo and not to the Client's failure to deliver materials, the Client will be entitled to a full refund of the Implementation charge.
5. Monthly membership
For subscriptions with a monthly cycle:
- The monthly fee is non-refundable, in whole or in part, once the charge has been processed.
- The Client may cancel the renewal at any time from its billing portal.
- Upon cancellation, the Client retains full access until the end of the month already paid. No further charges will be made thereafter.
- Unused days of the current month are not refunded.
6. Annual membership
For subscriptions with an annual cycle:
- The annual fee is non-refundable, in whole or in part, once the charge has been processed.
- The annual cycle grants the Client a discount compared to monthly payment, in consideration for the commitment to use the service during the year. Therefore, no refund of the remaining period applies in the event of early cancellation.
- The Client retains full access to the Platform until the end of the annual period already paid.
- The Client may disable automatic renewal at any time from its billing portal. The subscription will end at the end of the paid period without renewing.
7. Automatic renewal
Both monthly and annual memberships renew automatically at the end of each period, charging the registered payment method, unless the Client has previously disabled renewal.
For annual memberships, Nimboo will send a reminder to the registered email at least 15 calendar days before the renewal date, so that the Client can decide whether to continue or cancel.
8. Credit balance (account credit)
As a result of prorations due to changes of plan, cycle or number of advisors, the Client may accumulate a credit balance in its account. This balance:
- Is applied automatically to the Client's subsequent invoices.
- Constitutes a service credit, not convertible into cash nor refundable by return to the payment method.
- Does not expire as long as the Client keeps its subscription active.
9. Additional developments
The Nimboo SalesKit model is structured by developments. Each additional development requested by the Client may involve an implementation charge and, where applicable, an adjustment to the membership fee. Implementation charges for additional developments are governed by the same rules as section 4 of this Policy.
10. Exceptions applicable to the membership
Notwithstanding the foregoing, a membership refund will apply only in the following exceptional cases:
- Serious service failure: if the Platform was inaccessible for more than 30 consecutive days for reasons attributable exclusively to Nimboo, the Client may request a proportional refund for the time not enjoyed.
- Substantial breach by Nimboo that prevents the proper use of the service and is not remedied within a reasonable period after notice from the Client.
- Duplicate or erroneous charge attributable to an error by Nimboo or the payment processor.
11. Cancellation scenarios (summary)
| Item | Outcome |
|---|---|
| Monthly membership | Access until the end of the paid month. No refund of the current period. |
| Annual membership | Access until the end of the paid year. No refund of the remaining period. |
| Implementation (before it begins) | Refund with 25% retained for preparation expenses. |
| Implementation (begun or completed) | Non-refundable. |
| Credit balance | Credit applicable to future invoices. Not convertible into cash. |
| Uploaded content | Retained for 90 days after cancellation; deleted thereafter. |
| Advisor access | Ends on the same date as the Master Broker's. |
12. Chargebacks and disputes
If the Client files a chargeback with its bank without first attempting to resolve the matter directly with Nimboo, this may result in:
- Immediate suspension of the account and associated services.
- Passing on to the Client the bank penalties or fees arising from the chargeback.
- Inclusion in internal fraud prevention records.
Nimboo always favors resolving any dispute directly with the Client over the chargeback route. The Client undertakes to exhaust direct communication with Nimboo before initiating any claim before third parties.
13. Refund request process
13.1 Channel
Every request must be sent in writing to legal@nimboo.com.mx from the email registered in the account.
13.2 Required information
- Full name and account email
- RFC (Federal Taxpayer Registry number, if applicable)
- Item to be refunded and amount
- Reason for the request
- Official identification (INE voter ID card or passport) of the account holder
13.3 Response and processing time
Nimboo will confirm receipt of the request within 24 business hours and will resolve it within a maximum of 10 business days. If the refund is approved, it is processed through Stripe to the same original payment method. The time it takes to be reflected depends on the issuing bank (typically 5 to 10 business days).
14. Amendments to this Policy
Nimboo may amend this Policy. Amendments will be published at saleskit.nimboo.com.mx/legal/reembolsos and notified to the Client at least 30 calendar days in advance when they are substantial. Refunds requested before the effective date of the new terms will be processed under the Policy in force at the time of the request.
15. Contact
For any request or question about refunds:
Email: legal@nimboo.com.mx
Response time: 24 business hours