How refunds work when you buy Coexa credits.
Coexa is sold as credits. Credits are bought in advance and spent as you use the product. A credit is consumed once, when a contact is captured; everything you then do with that contact is included.
If you have bought credits and not yet spent them, you may ask for a refund of the unspent balance. We reverse the payment and issue a credit note against the original invoice, and the unspent credits are removed from your wallet at the same time.
Spent credits are not refundable. When a refund covers credits that have already been used, we refund the money in full and reclaim only what is left in your wallet — your balance is never taken below zero, and any shortfall is stated on the credit note rather than carried as a debt.
If you are charged twice for the same order, or charged for an order that did not complete, tell us and we will refund it in full. Our records are reconciled against the payment gateway, so a payment that did not result in credits is refundable regardless of when it is reported.
Refunds are made to the original payment method. Your bank or card issuer decides how long it then takes to appear — commonly five to ten working days — and that part is outside our control.
Every refund produces a credit note against the invoice it relates to. Invoices are never edited after they are issued, so the credit note is the document that records the change and the pair should be kept together for your accounts.
Email info@tecnoglare.com from the address on the account, with the invoice number. We will confirm what is refundable before anything is processed.