Refund & Cancellation Policy

1. Overview

This policy explains how refunds and cancellations work for One Request and Tuchati Plus, and how it relates to your legal right of withdrawal described in our Terms & Conditions. In short: if we haven't started working your case yet, you get a full refund; once an advisor has started, the service has begun being performed at your explicit request, and the position below applies.

2. One Request

One Request is a single, one-off task. Once your payment is confirmed, we immediately submit your request to an advisor so they can start — that's the service you're paying for. Because of this:

• If you contact us to cancel before your advisor has started working your case, you'll receive a full refund.
• If Tuchati determines your request falls genuinely outside what we can help with (for example, it requires a licensed professional we can't substitute for), we'll tell you and refund you in full — you won't be charged for work we can't do.
• Once your advisor has meaningfully started the work you asked for, the service has been performed at your request and the payment is non-refundable, even if the outcome with a third party (such as a government office, bank or landlord) isn't what you hoped for — see the Limitation of Liability section of our Terms & Conditions for why.

3. Tuchati Plus

Tuchati Plus is a monthly subscription that renews automatically until you cancel.

• Cancelling your subscription: email support@tuchati.es at any time to cancel. Cancellation stops future renewals — you keep full access to Tuchati Plus, including any requests still in progress, until the end of the period you've already paid for. We don't currently refund the unused portion of your current month, since your advisor time and any request already submitted that month is allocated as soon as your period begins. A self-service "Manage subscription" option inside your account is planned; until it ships, cancelling by email is the way to do it, and we confirm every cancellation by email too.
• Your first payment: the same principle as One Request applies to your first month — because your first request is submitted to an advisor immediately after payment, that first month is non-refundable once work has started, for the reasons explained in Section 6 of our Terms & Conditions. If you cancel before any advisor has started your first request, you'll receive a full refund of that first payment.
• Failed payments: if a renewal payment fails, we'll let you know in your account and retry automatically; we won't cut off access instantly on a single failed attempt, but continued failure will eventually end your active subscription.

4. Extra Support and other additional costs

Extra Support tasks, and any government fee, translation cost or other expense external to Tuchati's own services, are always quoted and approved by you before we charge for them — see our Extra Support page. The same refund principle applies: a quote you haven't approved is never charged, and once approved work has started, it follows the same non-refundable-once-performed rule as One Request above.

5. How to request a refund or cancellation

Email support@tuchati.es with the email address you used to pay and, if you have it, your order or request reference. We aim to respond within 2 business days. Approved refunds are returned to your original payment method via Stripe, which can take several business days to appear on your statement depending on your bank or card issuer.

6. Disputed payments

If you dispute a charge directly with your bank or card issuer (a chargeback) instead of contacting us first, Stripe will notify us and the case will be handled through Stripe's standard dispute process. We'd always rather resolve things directly — contacting us first is faster for you.

7. Changes to this policy

We may update this policy as Tuchati's services evolve — for example, once self-service subscription management ships. We'll update the "Last updated" date above whenever we do.