Annex II: Deductions, Refunds and Chargebacks
Last revised: December 1, 2025
This Annex forms an integral part of Cuanto's Terms and Conditions.
1. Purpose
This Annex defines the items Cuanto deducts from the Seller Funds when carrying out the Settlement, and the rules applicable to refunds, cancellations and Chargebacks.
The list of deductible items in Section 3 is exhaustive: Cuanto will not deduct items other than those listed here, without prejudice to the set-off of due Amounts Owed provided for in Section 4.4.2 of the Terms.
2. Definitions
Capitalized terms have the meaning given to them in the Terms and Conditions. In addition:
Refund: the total or partial return to the Buyer of the amount paid for an Order.
Cancellation: the annulment of an Order before it is fulfilled, at whatever stage and by whomever it is carried out.
Party Responsible for the Cancellation: the party to which the reason for the Cancellation is attributable. Who bears the cost depends on this, regardless of who executed the Cancellation on the Platform.
3. Items deductible from the Settlement
Cuanto shall deduct from the Seller Funds, before the transfer, only the following items:
| # | Item | Basis of calculation |
|---|---|---|
| 1 | Commissions and fees for the Marketplace Service, the Online Payment Service and any Complementary Services contracted by the Seller | Those in force in accordance with the pricing section of Cuanto's website and with what has been notified to the Seller on the Platform, plus applicable taxes |
| 2 | Refunds to Buyers attributable to the Seller | 100% of the amount refunded, applicable taxes included |
| 3 | Chargebacks corresponding to the Seller's Orders | 100% of the disputed amount |
| 4 | Cancellation charges attributable to the Seller | Section 5 |
| 5 | Fines and penalties imposed on Cuanto by card brands, payment networks, Acquirers or authorities, arising from the Seller's activity | 100% of the amount, plus associated direct costs |
| 6 | Taxes and withholdings that the law requires to be withheld | As required by applicable law |
| 7 | Due Amounts Owed from prior periods | Amount owed |
4. Refunds
4.1. Grounds
Cuanto may refund the Buyer, in whole or in part, where:
- a) the product or service has not been delivered or performed;
- b) what was delivered does not correspond to what was purchased;
- c) what was delivered is defective or is not in the condition offered;
- d) the Order has been cancelled in accordance with Section 5;
- e) a refund is required under consumer protection law; or
- f) the transaction is determined to have been fraudulent.
4.2. Who bears the cost
| Reason attributable to | Bears the cost |
|---|---|
| Seller | The Seller, for 100% of the amount refunded, applicable taxes included |
| Cuanto | Cuanto |
| Buyer | Sales are final. No Refund is available for buyer's remorse or change of mind, without prejudice to the grounds set out in Section 4.1 |
| Third-party fraud | Section 6 |
4.3. Procedure
4.3.1. Every Refund request must be submitted to Cuanto through the customer service channels Cuanto makes available. The Buyer must submit it within thirty (30) calendar days of the delivery date or of the date delivery should have occurred. This is the default period; the Seller may establish a different period in the product description or in the returns policy published in its Store, provided it is not shorter than the period required by consumer protection law.
4.3.2. Cuanto may request supporting documentation from the Seller. The Seller must provide it within the period Cuanto indicates, which shall not be less than three (3) business days. Failure to respond within that period shall be deemed agreement with the Refund.
4.3.3. Where the Refund is made after the funds have already been transferred to the Seller, Cuanto shall deduct it from future Settlements in accordance with Section 3, or shall demand payment in accordance with Section 4.4.3 of the Terms.
5. Cancellations
5.1. Attribution
A Cancellation is deemed attributable to the Seller where, among other cases:
- a) an Order is rejected because the Seller does not have the product to fulfill it;
- b) the Order is not confirmed in a timely and proper manner;
- c) the establishment closes while Orders are pending preparation; or
- d) delivery is delayed beyond the committed time frame, where delivery is the Seller's responsibility.
A Cancellation is deemed attributable to Cuanto where it originates in failures of the Platform or of the Online Payment Service.
Every cancellation request must be submitted to Cuanto through the customer service channels Cuanto makes available.
5.2. Consequences
| Responsible party | Consequence |
|---|---|
| Seller | A charge equal to 100% of the commission value of the cancelled Order, plus applicable taxes. The Buyer receives a full refund |
| Cuanto | The Buyer receives a full refund. No charges apply to the Seller |
| Buyer | Sales are final. The request is submitted to Cuanto in accordance with Section 5.1 and is resolved, where applicable, on one of the grounds in Section 4.1 |
6. Chargebacks
6.1. The Buyer may initiate a Chargeback with the issuer of its payment method in accordance with the rules of the applicable brand. Cuanto neither controls nor decides the outcome of that procedure.
6.2. Upon receiving notice of the Chargeback, Cuanto shall communicate it to the Seller and may request supporting documentation (proof of delivery, communications with the Buyer, product description and photographs). The Seller must provide it within five (5) business days. The period is short because the deadlines card brands set for responding to a dispute are also short.
6.3. The Seller bears the amount subject to the Chargeback corresponding to Orders placed in its Store, regardless of the outcome of the procedure before the brand.
6.4. If the Chargeback is resolved in the Seller's favor and the funds are returned to Cuanto, Cuanto shall credit them to the Seller in the following Settlement.
6.5. Where Cuanto's monitoring reveals a deterioration in a Seller's Chargeback behavior, Cuanto may apply, in a graduated manner and proportionate to the risk detected, the measures provided for in the Agreement, including requesting additional documentation, withholding in accordance with Section 4.5 of the Terms, requiring corrective measures, suspending the Store and terminating the Agreement.
6.6. The Seller may not adopt practices designed to evade Chargeback monitoring programs, in accordance with Section 5.4 of Annex I.
7. Reporting and objections
7.1. Cuanto shall make available to the Seller, together with each Settlement, the detail of the items deducted, stating for each: Order number, date, reason, Order amount and deduction amount.
7.2. The period for raising objections is that set out in Section 4.3.4 of the Terms (twenty-five calendar days), after which the Settlement is deemed accepted.
8. Updates
Cuanto may modify this Annex, notifying the Seller in accordance with the Preamble of the Terms. Modifications apply to Orders placed as of their entry into force and have no retroactive effect.