Last updated: June 7, 2026.

Legal framework: Ley 1480 de 2011 (arts. 47 and 51), Decreto 587 de 2016 (regulating payment reversal), Ley 527 de 1999 and applicable electronic commerce rules. For international users, equivalent withdrawal rights may apply (e.g. Directiva 2011/83/UE).

Notice: general information; does not constitute legal advice.

This policy develops the consumer's right of withdrawal/rescission and payment reversal for e-commerce purchases, and clarifies its application to digital goods and services and to prepaid tokens.

Tokens never expire. Tokens already consumed (in the AI assistant or the module marketplace) correspond to a service actually rendered. The annual app-unlock subscription is governed by the terms of the store (Google Play / App Store) from which it is purchased.

In accordance with article 47 of Ley 1480 de 2011, the withdrawal period is five (5) business days counted from the date of the approved transaction, in the cases where the law permits it.

Tokens are delivered as immediately executed digital content and are consumed as the user uses them. The application of withdrawal is governed by the paragraph of article 47 of Law 1480 of 2011:

• Tokens purchased and not consumed: eligible for withdrawal within five (5) business days, provided their provision has not begun; in that case the full amount paid for the unconsumed tokens is refunded.
• Tokens already consumed (used in the AI assistant or the module marketplace): fall under the exception in item 1 of the paragraph of article 47 —a service whose provision has begun with the consumer's consent— and item 4, and are therefore non-refundable, as they correspond to a service actually rendered.
• Tokens never expire: prepaid credit has no expiry date.
• European Union users: by acquiring immediately executed tokens you acknowledge that their use begins with your prior and express consent and that, once consumption starts, you lose the 14-day right of withdrawal over the tokens already consumed (Directive 2011/83/EU, art. 16(m)). Purchased and unconsumed tokens retain the right of withdrawal within the applicable period.
• App-unlock subscription: its cancellation and refund are governed by the terms of the store (Google Play / App Store) from which it was purchased.

The digital nature of tokens does not by itself exclude withdrawal: what excludes it is that consumption has begun with the user's consent.

• Request submitted within the 5 business days, by the holder of the purchase.
• Purchased balance not consumed (in whole or in part, according to the nuance above).
• Unrecognized, unsolicited charges or products not received (payment reversal, art. 51).
• Failures attributable to the service that prevent the use of the purchased product.

• Request outside the legal deadline.
• Tokens already consumed (in the AI assistant or the module marketplace).
• App-unlock subscription: its refund is governed by the terms of the store (Google Play / App Store).
• Fraud, abuse or breach of the terms.

Request the withdrawal or reversal through the LUXIPANEL support channels, indicating the transaction reference and the identification of the holder. LUXISOFT will validate the period, the ownership and the consumed/unconsumed balance. No penalty is charged for exercising the right of withdrawal.

Processing depends on the figure exercised:

• Withdrawal (art. 47, Ley 1480 de 2011): where it applies, the refund of the money is made through the original payment method (Wompi), in COP, without deductions or withholdings of any kind, within a period that will not exceed thirty (30) calendar days from acceptance of the request.
• Payment reversal (art. 51, Ley 1480 de 2011, regulated by Decreto 587 de 2016): applies only to payments made with credit card, debit card or another electronic payment instrument, in cases of fraudulent or unsolicited transaction, product not received, product not matching what was requested or defective product. The request must be submitted within five (5) business days following the date on which the consumer became aware of the event, to the supplier and to the payment instrument issuer. The participants in the payment process will have fifteen (15) business days to make the reversal effective. The final reflection may depend on the user's financial institution.

LUXIPANEL operates under a model of prepaid balance purchase, without automatic renewals or unauthorized recurring charges. No card data is stored; the payment is processed in Wompi's secure environment.

Purchases of marketplace modules follow this same policy for the buyer. Refunds of modules may affect the payouts to the corresponding developer (proportional reversal of the commission). The revenue shared with blog publishers is governed by the rules of the publisher program and not by this consumer refund policy.

The withholdings, KYC verifications and commissions that affect the developer's or publisher's payouts do not affect the final buyer's right to obtain the full refund due to them by withdrawal or reversal in accordance with Ley 1480 de 2011.

In addition to withdrawal and payment reversal, the other consumer rights regarding clear information, legal warranty, claims and data protection apply.

If you are not satisfied with LUXISOFT's decision, you can file a claim with the Superintendencia de Industria y Comercio (SIC) (www.sic.gov.co) or with the consumer authority of your jurisdiction.

• To process eligible requests in accordance with the law and this policy.
• To respond promptly through the official channels.
• Not to impose charges for the legitimate exercise of withdrawal.

Can I withdraw without giving a reason? Yes, within the legal deadline and meeting the conditions.

Is there a cost to withdraw? No.

Are the tokens I already spent refunded? No; consumed tokens (in the AI assistant or the module marketplace) correspond to a service already rendered.

Do tokens expire? No, tokens never expire.

Use the LUXIPANEL support channels to submit your withdrawal or reversal request.

Reference regulations

• Ley 1480 de 2011 (arts. 47 and 51).
• Decreto 587 de 2016 (payment reversal).
• Ley 527 de 1999.
• Ley 1581 de 2012 and Decreto 1377 de 2013.
• Directiva 2011/83/UE (art. 16.m).

Reminder: general information; does not constitute legal advice.