Cancellations and refunds
Last updated: 7 August 2026
1. Right of withdrawal
In accordance with articles 102 et seq. of Spanish Royal Legislative Decree 1/2007 of 16 November, consumers have 14 calendar days from the conclusion of the contract to withdraw from it without giving any reason and without any penalty.
2. Exceptions to the right of withdrawal
Pursuant to article 103 of the same law, the right of withdrawal does not apply:
- Where the service has been fully performed, provided performance began with the consumer's prior express consent and with their acknowledgement that the right of withdrawal is lost once the contract has been fully performed.
- To the supply of digital content not provided on a tangible medium, where performance began with the consumer's prior express consent and their acknowledgement that the right of withdrawal is thereby lost.
- To bespoke development services, clearly personalised to the customer's specifications.
If the consumer withdraws after performance of the service has begun, they must pay the proportionate part of the service already provided at the time of the notification.
3. How to request a cancellation or a refund
- Send an email to info@programem.com with the subject "Withdrawal / Refund", or call +34 639 58 11 49.
- State your full name, the order or invoice number, the contract date and the reason (optional).
- You will receive acknowledgement of your request within a maximum of 48 working hours.
You may also use the model withdrawal form in Annex B of Royal Legislative Decree 1/2007, although this is not mandatory.
4. Refund period and method
Once the request is accepted, the refund is made within a maximum of 14 calendar days from receipt of the withdrawal notice.
Refunds are always issued using the same payment method used for the purchase (card via MONEI, Bizum or bank transfer), at no additional cost to the customer. The time your bank takes to show the credit on your account or card may add a further 3 to 7 working days, which is beyond the provider's control.
5. Cancelling recurring services
Maintenance, hosting and subscription services can be cancelled at any time by notifying info@programem.com at least 15 calendar days before the renewal date. Cancellation takes effect at the end of the period already paid for, with no further charges.
6. Faulty or non-conforming services
If the service provided does not match what was contracted, the customer is entitled to have it corrected free of charge, to a price reduction, or to terminate the contract with a refund of the amount paid, under the terms of consumer protection law.
7. Complaints
Any complaint may be addressed to info@programem.com. The European online dispute resolution platform is also available to you: https://ec.europa.eu/consumers/odr.