Refund & returns

1.1. ALTTOS AI S.A.S. (hereinafter, "Alttos AI", "the Company" or "we"), a simplified joint-stock company incorporated under the laws of the Republic of Colombia, identified with Tax ID (NIT) 902.073.594-8, registered with the Aburrá Sur Chamber of Commerce under commercial registration No. 296498, is the owner and operator of the website alttos.ai (the "Website"), of the app.alttos.ai application and of the Alttos AI software platform (the "Platform").

1.2. This Policy applies to all purchases made on the Platform: subscription plans (monthly and annual) and credit packages. Alttos AI is a software-as-a-service (SaaS) customer support service powered by AI Agents; all of its products are 100% digital in nature.

1.3. This Policy governs both the legal right of withdrawal and payment reversal provided under Colombian law, as well as the voluntary commercial commitments that Alttos AI offers above the legal minimum. In case of doubt, the interpretation most favorable to consumer rights prevails.

2.1. Customers in Colombia. Where the contracting of the Services constitutes a consumer relationship governed by Colombian law, the provisions of Law 1480 of 2011 (Consumer Statute) and the rules that amend, regulate or supplement it shall apply. This Policy develops the provisions on the right of withdrawal and the handling of requests, complaints and claims (PQR) set out in the Terms and Conditions.

2.2. Customers outside Colombia. Customers located outside Colombia may have rights of withdrawal or refund under the consumer protection legislation of their own jurisdiction (for example, the fourteen (14) day period for distance contracts in the European Union and the United Kingdom, where applicable). Where a third party acts as Merchant of Record for the order, such rights are handled through that provider and are additionally governed by its terms, whose identity is disclosed to the Customer at the time of purchase. The right of withdrawal may not apply where the Customer has requested the immediate commencement of the provision of the Services and acknowledged the loss of that right.

2.3. Nothing in this Policy limits, restricts or excludes the non-waivable rights that applicable law grants the Customer in their capacity as a consumer.

2.4. Business contracting (B2B). Where contracting takes place between businesses for professional or commercial purposes and does not constitute a consumer relationship under the law, the Terms and Conditions and the specific contract or quote entered into shall govern; in such cases, certain rights specific to the consumer protection regime (such as the right of withdrawal) may not apply.

3.1. Prices are expressed and charged in United States dollars (USD). The purchase receipt is issued at the time of the transaction.

3.2. Merchant of Record. Payments are processed through a payment provider that acts as Merchant of Record for the order, whose identity is disclosed to the Customer at the time of purchase. In that capacity, such provider handles invoicing and the settlement of applicable taxes, and appears as the charge on the Customer's payment statement. Payment processing is additionally governed by such provider's terms.

3.3. Refunds. Refunds for orders are handled through the payment provider in accordance with its terms. The Customer may initiate the request with Alttos AI (section 10) or with the provider's buyer support indicated on the payment receipt.

3.4. In all cases, approved refunds are returned to the original payment method through the same provider used for the purchase. The actual crediting times depend on such provider, the payment method and the issuing institution.

4.1. For sales made in Colombia through non-traditional or distance methods (including those entered into by electronic means), the Customer who qualifies as a consumer may exercise the right of withdrawal within the five (5) business days following the execution of the contract, under the terms of article 47 of Law 1480 of 2011, terminating the contract without any penalty and with the right to a refund of the amounts paid. Customers located outside Colombia are governed by the provisions of section 2.2.

4.2. Exception for immediately performed services. Under the same article 47, the right of withdrawal does not apply to services whose performance has begun, with the consumer's agreement, before the withdrawal period expires. Since the Platform is activated and becomes available immediately after contracting, by activating or using the Services the Customer expressly requests the immediate commencement of performance and acknowledges that, with respect to the portion of service actually rendered and the credits already consumed, they may not exercise the right of withdrawal.

4.3. To exercise withdrawal where applicable, the Customer must communicate it through the channels indicated in section 10 within the legal period. Alttos AI will refund the amounts due in accordance with the law.

Independently of and in addition to the legal rights described in sections 4 and 8, and regardless of the Customer's country and the applicable payment processor, Alttos AI voluntarily offers the following satisfaction guarantee:

• Thirty (30) day window. Alttos AI will refund the first payment of a new subscription if the Customer requests the refund within the thirty (30) calendar days following the purchase and states that they are not satisfied with the Services.
• Scope. This guarantee applies only once per Customer and only to the first payment of their first paid subscription. It does not apply to renewals, plan changes (upgrades or downgrades) or credit packages, which are governed by sections 6 and 7.
• Nature. This guarantee is an additional commercial benefit and does not replace or limit the legal right of withdrawal or the right to payment reversal.

6.1. Cancellation. The Customer may cancel their subscription at any time from the settings panel of their Account. Cancellation stops future renewals; the Customer retains access until the end of the period already paid and will not be charged for subsequent periods.

6.2. Renewals. Payments corresponding to renewals are non-refundable. Alttos AI will send a reminder a reasonable time before each renewal; the Customer can cancel before the billing date to avoid it.

6.3. Annual plans. Within the thirty (30) calendar day satisfaction guarantee window provided in section 5, the Customer may obtain a full refund of the annual plan. Once that window has elapsed, the annual plan is non-refundable; cancellation will stop the next annual renewal and the Customer will retain access until the end of the period already paid.

7.1. Nature. Credits are the Platform's internal unit of artificial intelligence consumption and are depleted as the AI Agents process messages. Credit packages are add-ons available to Customers with an active subscription.

7.2. Unused package. A credit package from which no credit has been consumed may be refunded within the thirty (30) calendar days following its purchase.

7.3. Partially consumed package. If at the time of the request any portion of the package's credits has already been consumed, it is non-refundable, as it corresponds to a service actually rendered.

7.4. Consumed credits. Artificial intelligence consumption already rendered is non-refundable in any case.

7.5. Auto top-up. Automatic top-ups are governed by the same rules of this section. The Customer can disable auto top-up at any time from their Account panel.

7.6. No carryover. The Credits included in each Plan reset at the start of each billing period and do not accumulate or transfer to subsequent periods, as established in the Terms and Conditions.

8.1. Where the purchase was made through electronic payment means and the consumer is the victim of fraud, the transaction corresponds to an unsolicited operation, the purchased product is not received, does not match what was requested or is defective, the consumer may request the reversal of the payment within the five (5) business days following the date on which they became aware of the fraudulent or unsolicited operation, or on which they should have received the product, in accordance with article 51 of Law 1480 of 2011.

8.2. To this end, the consumer must file a complaint with Alttos AI and notify the claim to the issuer of the payment instrument, so that it proceeds with the corresponding reversal. Alttos AI will handle these requests in accordance with the law.

Unless the law provides otherwise, there will be no refund in the following cases:

• Credits already consumed or artificial intelligence services actually rendered.
• Subscription renewals, under the terms of section 6.2.
• Accounts suspended or terminated for breach of the Terms and Conditions or of the acceptable use policy.
• Cases of fraud, abuse or misuse of the Services.
• Pilot or evaluation plans do not create any payment obligation during their term and therefore do not give rise to a refund, unless expressly agreed otherwise.

10.1. The Customer may request a refund by writing to billing@alttos.ai, indicating the email associated with their Account, the transaction number or date, the Plan or package purchased and the reason for the request.

10.2. Since a payment provider acts as Merchant of Record for orders, the Customer may also contact such provider's buyer support, indicated on the payment receipt. Refunds for those orders are handled in accordance with such provider's terms.

10.3. Once approved, the refund will be credited to the original payment method within the ten (10) business days following approval, subject to the timeframes of the payment processor and the corresponding issuing institution.

10.4. Queries and claims related to this Policy will be handled within the timeframes provided for requests, complaints and claims (PQR) in the Alttos AI Terms and Conditions.

11.1. If the Customer believes a charge is incorrect, they must first contact Alttos AI through the indicated channels; most cases are resolved quickly and directly.

11.2. Initiating a chargeback with the issuing institution without having first contacted Alttos AI may result in the suspension of the Account while the corresponding investigation is carried out, without prejudice to the legal right of payment reversal described in section 8.

12.1. No provision of this Policy limits the rights that applicable law grants the Customer in their capacity as a consumer.

12.2. The Superintendence of Industry and Commerce (SIC) is the competent authority for consumer protection in Colombia. Requests, complaints and claims (PQR) may be submitted to billing@alttos.ai.

12.3. Customers located outside Colombia may also turn to the consumer protection authorities and mechanisms of their own jurisdiction.