Refund policy

Who it applies to

Anyone who paid on this site (Wompi, Bre-B or direct debit) for an IT2S or COLCO plan or service. The rights of withdrawal and payment reversal belong to whoever purchases as a consumer (art. 5, Law 1480 of 2011). [PENDIENTE: confirm whether the other refund cases apply equally to business customers or are governed by their contract]

Withdrawal

If you exercise the right of withdrawal and it applies, we refund all amounts paid, without deductions or withholdings, within 30 calendar days of exercising it (art. 47, Law 1480 of 2011). The deadline to withdraw, the cases where it does not apply and how to exercise it are in the withdrawal and payment reversal policy.

Payment reversal

If you paid by card, PSE or another electronic instrument and there was fraud, a transaction you did not request, or the service was not provided, does not match what you purchased or is defective, you can request a payment reversal (art. 51, Law 1480 and Decree 1074 of 2015, chapter 51). The reversal is carried out by the issuer of your payment method, within the deadlines and with the requirements of the withdrawal and payment reversal policy.

Duplicate charges

If you see two charges for the same order, invoice or instalment, let us know: we check it with Wompi and refund the duplicate charge in full by the same payment method. [PENDIENTE: business refund deadline after verification] If you paid with an electronic instrument, a duplicate charge is also an unrequested transaction and you can request its reversal.

Declined or failed direct debit

If a direct debit charge is declined or fails, nothing is taken from your account or card and there is nothing to refund; we let you know so you can pay another way. [PENDIENTE: charge retries, payment deadline and whether late interest or fees apply] If a charge reported as failed was actually taken, was charged twice or exceeded the cap you authorized, we refund it in full and you can also request a reversal. You can cancel the direct debit at any time with the link in your enrollment email.

Service not provided

If, through our fault, we do not provide, in whole or in part, a service you paid for within the stated period, you can terminate the contract and we refund what you paid for the part not provided (art. 50(h), Law 1480). [PENDIENTE: confirm whether providing the service on a new date or crediting it to the next invoice is offered as an alternative, at the customer’s choice]

Annual prepayment and early termination

[PENDIENTE: business terms if a customer ends a plan prepaid for a year before it expires: whether the unused part is refunded and how it is calculated, whether the annual-payment benefit is lost or deducted, whether there is a minimum term or penalty, and whether setup and one-time services are refundable.] These terms do not limit the right of withdrawal or the other consumer rights under Law 1480 of 2011.

How to request a refund

File a PQRS on this site of type «Refund» (or «Withdrawal» if you are withdrawing) or write to info@it2s.com.co. Include:

• Name or company name and tax ID or ID number of the order holder.
• Order, payment or invoice number.
• Payment method used and the reason for the request, with any supporting documents.

We give you a filing number with date and time and answer within 15 business days.

How we return the money

By the same payment method, through Wompi (void or refund), or by transfer to an account in the order holder’s name. For withdrawal the maximum is 30 calendar days; in other cases [PENDIENTE: business refund deadline]. Crediting times also depend on your bank or issuer. [PENDIENTE: confirm with Wompi the void or refund procedure and its timing, and with accounting the electronic credit note when an invoice was already issued]