Refund policy

General rule

Donations are not refundable. Being voluntary contributions with nothing given in return, they go to the Club's campaigns as soon as they are received.

Tickets and products are not refundable by default either, but they do have one exception a donation does not: the event being cancelled or rescheduled. Details below.

When we do refund

Duplicate charge: you were charged twice for the same donation because of a technical error.

An amount different from the one you authorized.

Unrecognized charge: someone used your payment method without your authorization.

An obvious mistake entering the amount — an extra zero — as long as you report it within the time limit.

TODO: the window within which the Club accepts a refund request. This is a decision for the Club and it has not been made yet.

How to request one

Write to the Club's contact address stating your name, the email you donated with, and the date and amount of the charge. All of that appears in the confirmation email you received.

Never send us your full card number or its security code: we do not need them and we do not store them.

TODO: contact address for refunds and the committed response time.

How the money is returned

Refunds are made through the same method you paid with. If you donated by card or with PayPal, the refund is requested from the gateway, and how long it takes to appear on your statement is determined by your issuing bank, not by the Club.

A donation paid in cash at a store is returned by bank transfer, because there is no charge to reverse.

Tickets and products

If the Club cancels an event, the amount paid for tickets and for products tied to that event is refunded. TODO: the timeframe within which the Club commits to issuing the refund.

If the event is rescheduled, your ticket remains valid for the new date. TODO: decide whether the Club also offers a refund to those who cannot attend on the new date, and the deadline for requesting it.

Not attending an event you bought a ticket for does not entitle you to a refund, just as it wouldn't for any other show.

Products already handed over are not returnable, unless what you received does not match what you bought.

TODO: what happens to a ticket that has already been used to enter the event. This is a decision for the Club, and it has consequences for capacity: a spot that has already been taken cannot be sold again.

What happens to a receipt already issued

If the donation has already been stamped, the CFDI is not cancelled automatically when it is refunded: the receipt remains issued before the SAT and the Club handles its cancellation manually.

This is deliberate, not a limitation: cancelling a receipt requires stating a reason to the SAT and, in some cases, your acceptance as the recipient. It is not a decision a computer should make on its own upon detecting a refund.

If we refunded a donation that was already stamped, do not deduct it: we will let you know as soon as the receipt is cancelled.

The tax receipt covers only the donation portion of your order. Refunding the amount of a ticket or a product does not affect any CFDI, because that portion was never covered by one.

Recurring donations

Canceling a subscription stops future charges, but does not refund those already made. You can cancel it at any time from your account, in the subscriptions section, and it takes effect immediately.

If a recurring charge took you by surprise, write to us: that is what the notice we email you three days before each charge is for.

Before filing a chargeback

If something went wrong, ask us for the refund first. A chargeback with your bank also ends in a refund, but it costs the Club an extra fee that comes out of the campaigns' money.