Refund, Cancellation and Delivery Policy
Last updated: September 13, 2026
1. Who this applies to
This policy applies to the licensing of software offered by Actahost, trading name of Thiago de Souza Peixoto, operating under RUC 9395929-0 (Paraguay), to legal entities.
Engagement is governed by the Terms of Use. A customer that has signed a Master Service Agreement (MSA) is governed by it, and it prevails in case of conflict.
2. Evaluation before contracting
We offer a free evaluation period of 30 (thirty) days, on request, so the software can be installed and tested in the customer’s own environment before any payment.
We recommend using it. It exists precisely so that the decision to contract is made with the product already validated on your infrastructure.
3. Withdrawal on a first engagement
On a first engagement, the customer may request cancellation with a full refund within 7 (seven) calendar days of payment confirmation.
The refund is full and requires no justification. Following the request, the licence terminates and the software must be uninstalled.
4. Cancelling a recurring licence
- Cancellation may be requested at any time, taking effect at the end of the monthly cycle already paid.
- The software remains available until the end of that cycle.
- There is no pro-rata refund of the current cycle, as the licence of use is granted for a defined period.
- There is no penalty or cancellation fee.
5. Situations giving rise to a refund
| Situation | Refund |
|---|---|
| Duplicate charge | Full, of the duplicated amount |
| Charge differing from the contracted amount | The difference |
| Charge after cancellation was formalised | Full |
| Unavailability or material defect not remedied within the SLA | Pro-rata to the affected period, or an equivalent credit, at the customer’s choice |
| Module or environment charged above what was actually contracted | The difference |
6. Situations not giving rise to a refund
- Licence already made available and used during the period.
- Deployment, integration, or customisation services already performed.
- Interruptions arising from the customer’s own infrastructure, configuration, or third-party credentials.
- Unavailability of third-party services contracted directly by the customer, whose costs and terms are not ours.
- Use of the software outside the contracted scope.
7. How to request
Send your request to contact@actahost.com, stating: legal name and tax ID, identification of the charge (date and amount), and the reason.
- Response within 7 business days.
- Processing of an approved refund within 10 business days of approval.
- Actual credit further depends on the payment method and financial institution timelines.
8. Refund method
- Issued through the same payment method used for the charge, wherever possible.
- For the same nominal amount charged. Currency fluctuations between the charge date and the refund date are not compensated, as they are outside our control.
- Any taxes withheld at source by the customer must be recovered by the customer from the competent tax authority, in accordance with applicable law.
9. Delivery
Delivery is digital. Once payment is confirmed and the licence issued, the customer receives, through an authenticated channel, the signed licence file and access to the artifacts — container image and application package — together with the corresponding SHA-256 hash for integrity verification. There is no physical shipment.
10. Changes
This policy may be amended at any time. The version applicable to an engagement is the one in force on the date it took place. Amendments do not apply retroactively to the detriment of requests already submitted.
Actahost — trading name of Thiago de Souza Peixoto
RUC 9395929-0
Avda Teodoro Mongelos y Corredor Sur, Barrio San José, Ciudad del Este, Paraguay
contact@actahost.com
Related documents: Terms of Use · Privacy Policy