Refund Policy

This Refund Policy explains exactly how refunds, cancellations, and billing corrections work for everything Emouna LLC ("Emouna," "we," "us") sells: apps and in-app purchases distributed through the Apple App Store and Google Play, and services purchased directly from us (build weeks, training, and consulting). It is part of our Terms & Conditions. Where a signed statement of work or order ("Order") sets different terms, the Order controls for that engagement. Nothing in this policy limits non-waivable rights you have under the consumer law of your place of residence.

1. Apple App Store purchases (iOS, iPadOS, watchOS)

All purchases made in or for our iOS, iPadOS, and watchOS Apps — paid downloads, one-time in-app purchases (including lifetime unlocks), and auto-renewing subscriptions — are billed by Apple, under your agreement with Apple (the Apple Media Services Terms and Conditions). Because Apple is the merchant of record:

• Apple issues App Store refunds — we cannot process them directly. We never see your card details, and Apple does not give developers a button to move money back to you.
• How to request: go to reportaproblem.apple.com, sign in with the Apple Account used for the purchase, choose "Request a refund," select the reason and the item, and submit. You can also request via the App Store app or by contacting Apple Support. Apple typically decides within 24–48 hours and refunds to your original payment method within a few business days after approval.
• Apple's decision criteria are Apple's own. Refunds are granted at Apple's discretion under its terms — commonly for accidental purchases, unintended renewals, purchases by minors, and products that don't work as described. Repeated refund requests may be declined by Apple.
• If an App fails to conform to a warranty, you may notify Apple and Apple will refund the purchase price of the App, as described in Section 15 of our Terms & Conditions. All other support and warranty responsibility is ours, not Apple's.
• We will still help. If Apple declines a refund you believe is fair, email us with the details (Section 13). We cannot reverse Apple's billing, but where the situation warrants it we may, at our discretion, provide service credit, extended or equivalent access, or another remedy.

2. Subscriptions, free trials, and cancellation

• Auto-renewal. Subscriptions renew automatically at the end of each billing period at the price shown when you subscribed (or a subsequently notified price), unless you cancel at least 24 hours before the current period ends. The charge for renewal is placed within 24 hours before the new period begins.
• How to cancel (iOS/watchOS): Settings → your name → Subscriptions → select the App → Cancel Subscription. Or App Store app → your profile → Subscriptions.
• Cancellation is not retroactive. Cancelling stops future renewals; you keep access until the end of the period you already paid for. Partial periods are not refunded by Apple except where Apple's terms or your local law provide otherwise.
• Deleting an App does not cancel its subscription. You must cancel in your store account settings, or renewals continue.
• Free trials and introductory offers convert automatically to paid subscriptions unless cancelled at least 24 hours before the trial or intro period ends. Trial length and post-trial pricing are always shown before you start.
• Price increases. If we raise a subscription price, the platform notifies you in advance and, where required by platform policy or law, the increase applies only with your consent — otherwise the subscription simply doesn't renew.
• Unintended renewal? Request a refund from Apple immediately via Section 1 — Apple frequently grants prompt requests for unintended renewals — and email us so we can help document it.

3. Google Play purchases (Android)

• Purchases in our Android Apps are billed by Google. Google's standard policy provides an automatic-refund window shortly after purchase (currently 48 hours) directly through Google Play's refund process.
• After Google's window, email us (Section 13): for Android purchases we can often issue developer-side refunds through the Play Console, and we will do so where this policy or fairness calls for it.
• Subscription mechanics (auto-renewal, cancellation in Play Store settings, deletion ≠ cancellation, trials converting unless cancelled) mirror Section 2.

4. Build weeks (custom development)

4.1 Cancellation by you

• Before scope lock — 100% refund. You may cancel at any time before your Day 0 scope call concludes and the written scope in your Order is accepted. Everything you paid is refunded in full, no questions asked.
• After scope lock, before work begins — 100% refund minus committed costs. If you cancel after accepting the scope but before Day 1, we refund in full, less any third-party costs already irrevocably incurred on your behalf at your request (itemized with receipts).
• After work begins — non-refundable, with two protections. Once your build week starts, the fee is earned, because the week is reserved exclusively for your project and cannot be resold. However: (a) anything delivered that doesn't materially match the written scope is fixed free during the engagement and for 30 days after delivery (Terms §6.3); and (b) Section 4.3 below applies if we fail to deliver.

4.2 Rescheduling and client delays

• Reschedule a booked build week free with 7+ days' notice; with less notice, one courtesy reschedule is included and further reschedules may carry a fee stated in your Order.
• Build weeks require your participation (Terms §6.2). If the week stalls because required feedback, materials, or access aren't provided, we may pause and resume in the next available slot; fees are not refunded for client-caused delay, but the work and the fix warranty carry over to the resumed slot.

4.3 If we fail to deliver

• If Emouna does not deliver the agreed scope and cannot cure within a reasonable period after written notice, you receive a refund proportionate to the undelivered portion of the scope — and a full refund if nothing usable was delivered. You keep all work product delivered up to that point.
• If we cancel your build week without cause (for example, we cannot staff it), you receive a full refund immediately, plus priority scheduling if you choose to rebook. This is your exclusive remedy for our cancellation, alongside anything your Order provides.

4.4 What is not refundable under this section

• Work matching the written scope that you later decide you don't want (that's what the scope call is for);
• New features or changes beyond the written scope (quoted separately as change requests);
• Issues caused by Client Materials, your own modifications after handoff, or third-party services outside our control;
• App store review outcomes or timelines — we prepare compliant submissions, but approval decisions belong to Apple and Google.

5. Training

• 7 or more days before the start date: full refund, or free transfer to a later session — your choice.
• Less than 7 days before the start date: one free reschedule to a later cohort/session, or credit toward any Emouna service, valid 12 months. Cash refunds inside 7 days are at our discretion, except where Section 11 or your local law requires one.
• After a session is delivered (or its materials are provided), that portion is earned and non-refundable; undelivered sessions in a multi-session package remain refundable pro-rata.
• No-shows without notice are treated as delivered sessions; we'll still try to accommodate genuine emergencies — talk to us.
• Team engagements: substitution of participants is free any time; the Order governs cancellation terms for private/corporate cohorts.
• If we cancel or reschedule a session, you choose between a full refund for the affected portion or a seat in the next equivalent session.

6. Consulting and retainers

• Consulting time already delivered is earned and non-refundable.
• Prepaid but unused time or retainer balances are refunded in full on request, unless the Order states an expiration or different terms.
• Fixed-fee consulting deliverables (for example, an AI roadmap) follow the build-week pattern: refundable in full before work begins; after delivery, the 30-day conformance fix applies; pro-rated refund if we fail to deliver.

7. Third-party costs

Out-of-pocket costs we incur on your behalf at your request — Apple Developer Program fees, domain registrations, hosting plans, paid APIs, stock assets — are passed through at cost and are refundable only to the extent the third party refunds us. We buy these in your name and your accounts wherever possible, so you keep them regardless of what happens to the engagement.

8. Billing errors and duplicate charges

If we ever charge you twice, charge the wrong amount, or charge you after a valid cancellation, tell us and we will refund the error in full, promptly, without argument — this policy's other rules do not apply to our mistakes. For store-billed purchases, Apple or Google must execute the correction; we will help you file it and follow up.

9. Chargebacks

Please contact us before disputing a charge with your bank — genuine problems get fixed faster by email than through a dispute, and most issues in this policy resolve in one message. If a chargeback is filed on a charge that was valid and delivered, we will respond to the dispute with our records (Order, delivery evidence, correspondence, consent logs) and may suspend related services and access while it is pending, as described in our Terms & Conditions. Filing a chargeback never waives rights you actually have under this policy — legitimate refunds owed under this policy are paid whether or not a dispute exists.

10. If we discontinue an App

If we permanently shut down a paid App or its required online components: active subscribers receive a pro-rata refund of the unused portion of the current paid period (through Apple/Google mechanisms where available, otherwise directly where lawful); recent one-time purchasers (within 90 days of the shutdown announcement) may request a refund of that purchase; and where feasible we will provide export of your content and reasonable notice before shutdown.

11. EU and UK consumers — 14-day right of withdrawal

• If you are a consumer in the European Union or United Kingdom buying services directly from us at a distance, you have a statutory right to withdraw from the contract within 14 days of purchase without giving a reason, and receive a full refund.
• If you ask us to begin performance during the withdrawal period (for example, a build week or training session scheduled inside those 14 days), you acknowledge that: (a) once the service is fully performed, you lose the right of withdrawal; and (b) if you withdraw after performance has begun but before completion, you owe a proportionate amount for what was performed and receive the rest back.
• For digital content supplied immediately (such as training materials delivered on purchase), the right of withdrawal is lost when supply begins with your express consent and acknowledgment — we will ask for that consent at purchase.
• To withdraw, email jack@emouna.com.mx with an unequivocal statement of withdrawal (you may use the model form in Annex I(B) of Directive 2011/83/EU, but it is not required). App Store purchases follow Apple's/Google's own EU/UK consumer processes.

12. Your statutory rights

This policy adds to — and never subtracts from — rights that consumer law gives you and that cannot be waived, including remedies for services not performed with reasonable care and skill or digital content that is faulty or not as described (for example under the UK Consumer Rights Act 2015, EU consumer directives as implemented in your member state, or, in Mexico, the Ley Federal de Protección al Consumidor, enforced by PROFECO). Where such a law entitles you to a remedy this policy doesn't offer, the law wins.

13. How to request a refund from Emouna

14. Processing times and method

• Approved direct refunds are issued to the original payment method within 5 business days of approval; banks and card networks may take a further 5–10 business days to post the credit. Where the original method is unavailable (expired card, closed account), we will arrange a reasonable alternative.
• Refunds are issued in the currency of the original charge; exchange-rate movements and any third-party currency fees are outside our control.
• Apple and Google process their own refunds on their own timelines after approval (typically a few business days).
• Service credit, where you choose it or where offered, is valid for 12 months and applies to any Emouna service.

15. Changes and contact

We may update this policy from time to time; the "Last updated" date above reflects the current version, and material changes will be notified on this page in advance of taking effect. The version in effect at the time of your purchase governs that purchase. Questions about anything here: jack@emouna.com.mx.