In case of any discrepancy between the versions of this document, the Spanish version prevails.
This policy governs refunds of Deposits and cancellations of Appointments booked through the Ink Platform. It is an integral part of the Terms and Conditions of Use and is supplemented by the Payments and Fees Policy.
1. Nature of the Deposit
The Deposit is an advance payment, not the full service price. Its purpose is to secure the Artist's availability in the booked time slot and the operational predictability of both parties. The remaining balance is agreed directly between the Artist and the End Client at the time of the session, according to the chosen modality.
2. End-Client right of retraction
Under article 40 of Law N° 7472, the End Client has a right of retraction of eight (8) calendar days from the confirmation of the booking, provided the session has not yet started. Once the session has started, the service is deemed delivered and the right of retraction ceases to apply because of the personal, immediate-performance nature of the service.
3. Cancellation by the End Client
| Notice before the Appointment | Deposit refund |
|---|---|
| Forty-eight (48) hours or more | Full refund, less non-recoverable processing fees (see clause 7). |
| Between twenty-four (24) and forty-eight (48) hours | Fifty percent (50%) refund. |
| Less than twenty-four (24) hours | No refund. The Deposit is retained by the Artist. |
| No-show | No refund. The Deposit is retained by the Artist. |
An Artist may set a more generous cancellation policy in their profile. In that case, the Artist's policy prevails over the table above whenever it is more favorable to the End Client.
4. Cancellation by the Artist
If the Appointment is canceled by the Artist or cannot be performed for reasons attributable to them, the End Client is entitled to a full Deposit refund, without prejudice to the option to reschedule at no cost if preferred.
5. Force majeure
In events of force majeure or fortuitous event that prevent the provision of the service, duly evidenced (e.g., national emergency declaration, death, medical incapacity, extraordinary weather event), the End Client is entitled to a full Deposit refund, with no penalties for either Party. The Platform absorbs the processing fees.
6. Refund mechanics by Plan
- Basic Plan: the Platform holds the funds and processes the refund directly from the held balance. The accounting adjustment is reflected in the Artist's balance in the next settlement.
- Pro Plan: since OnvoPay settles funds directly to the Artist at the time of collection, refunds require the Artist's authorization or the initiation of the corresponding chargeback process. The Platform facilitates and mediates this management, without joint and several liability for the Artist's decision.
7. Non-recoverable processing fees
OnvoPay does not return processing fees (3.90% plus USD 0.35 for card transactions; 1.50% on SINPE Móvil) in case of refund. The allocation of this cost is:
- Cancellation due to Artist fault or Platform operational error: the Artist or the Platform, as applicable, absorbs the fee.
- Voluntary End-Client cancellation within the ranges of clause 3: the fee is deducted from the Deposit before the refund.
- Force majeure: the Platform absorbs the fee.
8. Platform Commission on refunds
- If cancellation is due to Artist fault or Platform error, no Commission is charged on the refunded transaction.
- If cancellation is by the End Client outside the retraction window, the Commission corresponding to the booking-management service effectively rendered is retained.
9. Refund timing and medium
Under articles 75 and 133 of the Regulation to Law N° 7472, approved refunds are processed within a maximum of eight (8) calendar days from approval of the request, through the same payment medium used. For SINPE Móvil, the term may be reduced to seventy-two (72) business hours.
10. Complaint mechanism
Refund requests are submitted through the same channel in which the service was contracted, free of charge, under article 259 of Executive Decree N° 37899-MEIC. The available channels are:
- Form within the Platform under "My booking".
- WhatsApp at the Platform's official number.
- Email to hola@usure.pro.
The Platform will respond within a reasonable term, not exceeding five (5) business days.
11. Disputes over the tattoo result
Dissatisfaction with the aesthetic result of the tattoo is not, by itself, grounds for refund. The Platform facilitates a mediation channel between the Parties and, where applicable, may temporarily hold pending settlement funds in favor of the Artist until an agreement or resolution is reached. If no agreement is reached, the Parties may resort to the procedure of clause 17 of the Terms.
12. Language
In case of any discrepancy between the versions of this document, the Spanish version prevails.