Return and refund policy

AGENCIA DIGITAL 21FEET S.A. DE C.V.

This policy sets out the procedures and conditions under which you can request the cancellation of the services contracted in our digital store.

NATURE OF SERVICES

The services offered by 21 Feet are digital, custom and custom-madeand, therefore, from the time of payment, human, technical and creative resources are allocated immediately.

Therefore, all requests for cancellation or reimbursement are analysed individuallyin accordance with the time of submission of the application and the status of the project.

SCOPE

Cancellations may only be requested under the following circumstances:

  • By decision of the client: the customer can desist from service at any time; however, this does not generate the right to reimbursement, in accordance with the conditions of this policy.
  • For customer failure: If the customer does not provide information, materials or access necessary for the performance of the service, does not respond to communications or does not comply with its contractual obligations, the project may be terminated without any reimbursement.
  • For reasons attributable to 21 Feet: if for reasons directly attributable to 21 Feet the service contracted is not possible, the reimbursement of the amount paidprovided that the development of the project has not begun.

Cases in which it does not apply

No refund shall be made in the following cases:

  • When the project has partially or fully initiated.
  • When the customer decides cancellation for personal or convenience reasonswithout non-compliance by the 21 Feet.
  • Where the delay or impossibility of execution results from lack of response or delivery of information by the client.
  • When the service involves investment in advertising, third-party procurement or purchase of external resources, since these amounts are not recoverable.
  • When bank contracts or disputes initiated unilaterally by the client.

CANCELLATION AND REEMBOLSE PROCEDURE

  1. Formal request: the customer must send a written request to the mail administration @ novadesign.com.mx, indicating:
    • Full name or business name.
    • Order number or purchase reference.
    • Service hired.
    • Reason for the application.
  2. Evaluation: equipment 21 Feet it shall analyse the application and verify the status of the project and the applicable conditions.
  3. Resolution: the customer will receive an email response within a maximum of 5 working days, indicating whether the refund is appropriate or not.
  4. Method of reimbursement: if applicable, reimbursement shall be made only by the same means of payment used at the time of purchase.
    The time of accreditation will depend on the banking institution or payment platform, may take 5 and 20 working days Once authorized.

COBRO ERRORES

In the case of double charges or errors in the processing of payment, the operation shall be verified and, once the error has been confirmed, the immediate reimbursement for the same means of payment shall be managed.

DISPLACES AND CONTRACARKS

Before starting any bank or contract dispute, the customer must to exhaust the internal review and reimbursement process provided for in this policy.

If a contract is submitted without notice:

  • The service will be suspended immediately.
  • The evidence for the financial institution shall be provided.
  • The possibility of future contracts with 21 Feet.

MODIFICATIONS AND IMPLEMENTATION

This policy can be updated to reflect changes in our operations or applicable legislation. The requests for cancellation and reimbursement shall be governed by the version in force at the time of submission.

CONTACT

For any request or clarification related to cancellations or repayments, you can contact the mail: administration @ novadesign.com.mx

Last updated: October 2025