Refunds and cancellations
Last updated 2026-09-28
Written by the company, not by a lawyer. It describes what this site and this business actually do. Engagement-specific terms are set out in the signed agreement, which prevails.
Billing, cancellation and refund terms for Cael and for services purchased from 3-102-878347 Sociedad de Responsabilidad Limitada (company ID 3-102-878347), trading as Palanca Sur.
Free during early access
Cael is free while the service is in early access: no card is taken to begin, and nothing is charged. We will email you before early access ends and before your account is ever billed.
What you pay after that
$79 for each 30-day billing period, which includes 250 answered calls; each answered call above that costs $0.35, on the same invoice. Payments are processed by Polar Software, Inc. as merchant of record.
Cancelling
Cancel at any time from your account settings. Cancelling stops the next 30-day period from being charged; the current period continues and conversations already under way are allowed to finish so no customer is left mid-booking. A period that has already started is not refunded. If you close the account entirely we will warn you first about releasing your telephone number, because reconnecting one later means repeating carrier registration, and that costs time you would rather not spend twice.
If a charge looks wrong
Email info@palancasur.com within 14 days of the invoice, saying which charge you dispute. The record behind every invoice is in your dashboard, so this is usually settled by looking at it together. Where a charge was wrong it is refunded to the original payment method within 10 business days. There is no form and no approval step.
Cael subscriptions
Cael is billed per 30-day period as described above, in advance, once early access ends; fees for a period already started are not refunded. The money-back guarantee described above applies to prototype sprints only and does not apply to Cael.
Automation services, software and training
Work quoted per engagement is billed against a written statement of work with agreed milestones. Cancellation, deposit and refund terms for that work are set out in that agreement and are not covered by this page.
Contact
3-102-878347 Sociedad de Responsabilidad Limitada, Residencia Puruses, Casa 58, Granadilla, Curridabat, San José, 11802, Costa Rica. info@palancasur.com · +506 6048-7491.