Refund and Cancellation Policy — Marketing Plans

English translation for convenience. The Spanish version of this document is the legally binding text. In the event of any discrepancy between the two versions, the Spanish version prevails. You can read it at clicomy.com/politicas/politica-planes.

1. Purpose of this document

The purpose of this policy is to govern the conditions for refunds and cancellation of the digital marketing services and/or plans (hereinafter, the "Service") offered and provided through clicomy.com (hereinafter, the "Agency"), as well as the effects of dissatisfaction regarding results, strategic guidelines, creative assets or other subjective aspects.

2. Nature of the service and method of payment

2.1. The digital marketing services and plans offered by the Agency are provided on a recurring service basis, with monthly payments (hereinafter, the "Monthly Fees"), associated with the management of ads, advertising campaigns, content and/or social media administration, as applicable to the plan contracted.

2.2. The Client declares that they know and accept that the Monthly Fees constitute the remuneration for ongoing management, professional work and time dedicated by the Agency during each monthly service period (the "Service Period").

2.3. Acceptance of the quotation, commercial proposal and/or invoice, as well as payment of the Monthly Fees, implies full and total acceptance of the conditions set out in this document and of the other commercial conditions notified by the Agency.

3. Monthly payments and their non-refundable nature

3.1. The Monthly Fees shall be invoiced within the last 10 days of the month and must be paid between the 31st and the 5th of the following month. As a general rule, the Services are contracted for defined monthly periods.

3.2. Once a Service Period has begun and/or been invoiced, the Monthly Fees corresponding to that period shall not be refundable, even where:

• The Client decides not to use the Service in whole or in part during that month.
• The Client requests early cancellation of the Service within the same period.
• There is subjective dissatisfaction regarding creative assets, content, communication style or strategic approach, provided the Agency has carried out the actions committed to.

3.3. The non-refundable nature of the Monthly Fees is based on the fact that they remunerate professional work, planning, ongoing campaign optimisation, team availability and the reservation of the Agency's operational capacity during the Service Period.

4. Renewal, termination and 30 days' prior notice

4.1. Digital marketing plans are monthly and recurring, renewing automatically for successive one-month periods, unless the Client communicates their decision to terminate the Service.

4.2. To terminate a digital marketing plan and/or service, the Client must inform the Agency in writing (by email or the formal channel indicated by the Agency) of their decision not to continue, with a minimum of 30 calendar days' notice before the end of the current Service Period or of the following Service Period, as applicable.

4.3. The Client expressly declares and accepts that, even where notice of termination has been given, they are obliged to pay in full the Fees corresponding to the 30 days following the date of notice, whether or not they have made effective use of the Service during that period. This is because, during that time, the Agency keeps its operational capacity, planning, team time and resources allocated to the Client available.

4.4. If notice of termination is given with less than 30 calendar days' notice, the Client shall nonetheless pay:

• The Monthly Fees corresponding to the Service Period already begun, and
• The proportional or full Fees for the following Period until the minimum term of 30 days from the date of notice is completed, as determined by the Agency in accordance with its commercial policy.

4.5. While the 30-day notice period is in force, the Agency shall keep the Service available to the Client in accordance with the plan contracted, notwithstanding that the Client may choose not to make use of it. Such a unilateral decision by the Client does not exempt them from payment in full of the Fees corresponding to that period.

5. Dissatisfaction with results, design or strategic approach

5.1. The Client acknowledges that digital marketing services are professional media management and strategy services, whose results depend on multiple factors beyond the Agency's exclusive control, such as:

• Market and competitive conditions.
• The appeal of the offer, prices, stock, response times and the Client's commercial policies.
• The quality, performance and conversion rate of the Client's website or eCommerce.
• External factors (the economy, seasonality, changes in trends, platform regulations, among others).

5.2. The Agency undertakes to:

a) Design and implement digital marketing strategies in accordance with the information provided by the Client, the prior analysis of the business and industry best practice. b) Set up, manage and optimise campaigns and actions on the defined platforms (for example, Meta Ads, Google Ads and other social networks or search engines), in accordance with the plan contracted. c) Deliver reports, metrics or results review sessions in the form and frequency indicated in the commercial proposal, contract and/or quotation.

5.3. Dissatisfaction based on subjective criteria, such as personal preferences regarding images, copy, communication tone or asset design, or differences of opinion regarding the strategy adopted, shall not constitute grounds for a refund of the Monthly Fees or of the amounts paid, provided the Agency has delivered the Service in accordance with what was agreed and with good professional practice.

5.4. The Agency may include in the commercial proposal a set number of rounds of adjustments to creative assets, targeting or content. Modifications exceeding those rounds may be charged as additional services, according to current rates.

6. Scope of liability and absence of any guarantee of specific results

6.1. Unless expressly agreed otherwise in writing, the Agency does not guarantee specific or minimum results, such as:

• A particular number of sales,
• A particular return on ad spend (ROAS),
• A minimum number of leads, followers or visits, among others.

6.2. Any figures, objectives, projections or metrics mentioned in proposals, meetings or communications are indicative and estimates, and do not constitute a guarantee of results.

6.3. The Agency's liability is limited to the correct execution of the actions and work committed to, in accordance with the plan contracted and good professional practice in digital marketing.

7. Objective failure to perform the service

7.1. There shall be deemed to be an objective failure attributable to the Agency where, by way of example:

• The minimum campaigns or actions committed to in the plan are not carried out, without justified cause.
• The agreed advertising account or platform is not set up or managed, despite having received the necessary access and information.
• The agreed reports or review sessions are repeatedly omitted, without justification.

7.2. Once an objective failure is established, the Agency shall preferably:

a) Remedy the omission or error within a reasonable timeframe, and/or b) Propose corrective or compensatory measures equivalent in terms of service.

7.3. Only where the Agency fails to remedy the breach within a reasonable timeframe may the parties agree non-monetary compensation proportional to the service not provided. Such compensation shall under no circumstances entail a refund of Monthly Fees corresponding to periods in which the Agency did effectively provide services or kept resources allocated to the Client.

8. Changes to plans and the reference value of content published on the site

8.1. The Client declares that they know and accept that the digital marketing plans and/or services offered by the Agency may be subject to modifications, updates and adjustments to their structure, scope, methodology, deliverables, commercial conditions and/or method of delivery over time.

8.2. Consequently, the content, description, scope, prices, benefits, features or conditions published on the clicomy.com website after the date on which a given plan or service was contracted shall not necessarily constitute a reference, comparative benchmark or applicable obligation in respect of the service originally contracted by the Client.

8.3. For all legal and commercial purposes, only the particular conditions accepted by the Client at the time of engagement shall apply, as set out in the respective quotation, commercial proposal, contract, invoice, email or other formal record issued by the Agency.

8.4. The above is based on the fact that the digital marketing industry is dynamic and variable, being permanently exposed to changes in advertising platforms, social networks, technological tools, market trends, audience behaviour and working methodologies, which obliges the Agency to maintain a constant search for improvements, adjustments and optimisations in its services.

8.5. Consequently, the Agency reserves the right to reformulate, refine, update or redefine its plans and services at any time, without this granting the Client any right to demand retroactively any conditions, benefits, deliverables, prices or scope published after their engagement, save by express written agreement between the parties.

9. Complaints procedure and special requests

9.1. Any request for review, complaint or special request (including any requests for refunds or discounts) must be submitted in writing through the Agency's formal contact channel, indicating:

• Name of the Client and plan contracted.
• The Service Period to which the complaint relates.
• A detailed description of the facts and grounds for the request.

9.2. The Agency shall analyse the case and provide a reasoned response within a reasonable timeframe, and may propose adjustments, review meetings or, exceptionally, compensatory measures.

10. Amendments to this policy

10.1. The Agency reserves the right to amend this Refund and Cancellation Policy for Digital Marketing Services and Plans at any time.

10.2. Nonetheless, for each Client the conditions in force at the time of acceptance of the contract shall apply, unless an update is agreed in writing.

11. Governing law and dispute resolution

11.1. This policy is interpreted and applied in accordance with the legislation in force in the Republic of Chile.

11.2. Any dispute arising from the application or interpretation of this document or of the Service contracted shall be submitted, in the first instance, to direct negotiation between the Agency and the Client.

11.3. Should no agreement be reached, the parties may submit the dispute to the courts of justice.

12. Acceptance of the policy

By accepting the quotation, commercial proposal and/or invoice and paying the Monthly Fees corresponding to the digital marketing Service or plan, the Client declares that they know, understand and fully accept this Refund and Cancellation Policy for Digital Marketing Services and Plans.