Service Policies

Introduction

The main objective of our service policy is to establish the terms and conditions governing the provision of all our services. By contracting any of our services, the client accepts and adheres to these policies.

General Service Conditions

• Acceptance of Terms: The terms and conditions are considered accepted when the client accepts the quotation and signs a service agreement or contract. This agreement formalizes the contractual relationship and sets the expectations and obligations of both parties.
• Policy Modifications: These service policies are subject to annual reviews. Any changes or updates will be communicated to clients through our website (selfish.com.mx) and via email. Clients are responsible for periodically reviewing these policies to stay informed of any modifications.

• Communication: The primary means of communication with our clients is through the website selfish.com.mx and via email from soporte@selfish.com.mx. We will use these channels for all important notifications, project updates, and any other relevant communication. Clients are expected to regularly check these channels to stay informed about the progress and updates of their projects.

Client Responsibilities

1. Provision of Information: To initiate a project, the client must provide the following:
   1. Agreed advance payment
   2. Signature of the service agreement or contract
   3. All required information for the project.
2. Cooperation During the Project: Continuous feedback from the client is expected during adjustment rounds, as well as providing and updating the required information. The client’s active cooperation is essential for the progress and successful completion of the project.
   1. Abandoned Projects: If no information or data is received from the client for more than 90 calendar days (3 months), the project will be considered “abandoned,” and reactivation will have a cost of 4,500 MXN (four thousand five hundred Mexican pesos).
3. Unforeseen Modifications: Any adjustment, change, or modification that is not explicitly mentioned in the service agreement or contract is not included or quoted for the project. Any additional work requested by the client will be quoted and billed separately.

Company Responsibilities

• Adherence to Deadlines and Budgets: Deadlines and budgets are specifically set for each client in the service agreement. We are committed to meeting the agreed deadlines and working within the established budget, unless agreed modifications arise between both parties.

• Service Quality and Delivery: We are committed to delivering high-quality services and offer warranty days according to the type of service contracted. During the warranty period, we provide support for error corrections and minor adjustments that do not involve significant changes to the original project scope.

• Confidentiality and Data Protection: We handle and protect our clients’ confidential information with the utmost care, according to our privacy notice available at https://selfish.com.mx/aviso-de-privacidad/. We commit not to disclose any confidential information without the prior consent of the client, unless required by law.

Payment and Billing

1. Payment Methods: We accept the following payment methods:
   1. Bank transfer.
   2. Cash.
   3. Debit and credit card payments.
   4. Mercado Pago.
   5. Stripe.
   6. PayPal.
   7. Wise.
2. Payment Terms and Deadlines: We typically require a 50% advance of the total project cost at the start, and the remaining 50% upon delivery of the final project. Specific terms may vary depending on the type of service and will be outlined in the service agreement. Please review the corresponding section in this service policy for specific details for each type of service.
3. Invoicing: Invoices will be issued in accordance with the terms set in the service agreement. The client is responsible for reviewing and paying invoices within the agreed timeframe. Any billing disputes must be communicated to Selfish within 7 days after receipt of the invoice.
4. Late Payment Penalties: In case of late payment, a penalty of 1.5% of the total outstanding amount will be applied for each month of delay. Selfish reserves the right to suspend services in case of non-payment until the situation is regularized.

Refunds

At Selfish, we aim to ensure the satisfaction of our clients with the services provided. However, we understand that sometimes refunds may be necessary. Our refund policy is as follows:

1. Refund Conditions: Refunds will be considered only if the client is not satisfied with the service and has communicated their dissatisfaction within the project development time or within 30 days after the delivery of the final project. The client must provide a detailed explanation of the reason for their dissatisfaction and allow Selfish the opportunity to correct any identified issues.
2. Refund Amount: If, after trying to resolve the issues, the client remains dissatisfied, Selfish may offer a partial credit of the paid amount to be used for other services from the company. This credit is at our discretion. Alternatively, Selfish may refund up to 35% of the total amount paid after evaluating the work performed and resources used up to the point of the refund request.
3. Exclusions: No refunds will be issued for the client changing their mind or canceling the project. Deposits will not be refunded once work has begun, except in cases where Selfish determines it is justified due to our non-compliance.
4. Refund Request Process: Refund requests must be submitted in writing to soporte@selfish.com.mx, including all relevant information and a detailed justification. Selfish will review the request and provide a response within 15 business days of receiving the request.
5. Adjustments and Credits: Instead of a refund, Selfish may offer to make additional adjustments to the project to meet the client’s expectations at no additional cost, as long as such adjustments are within the original scope of the project.

This refund policy is designed to be fair to both our clients and our company, ensuring that the needs and expectations of both parties are considered.