Refund Policy

 

At Tu Licencia, our goal is to provide you with fast, efficient, and transparent service. This Refund Policy sets forth the terms under which refund requests will be accepted for services contracted through our platform.

1. General Provisions

Tu Licencia is a digital platform that acts as an intermediary in managing procedures with the Driver Services Center (Tu Licencia) and other related entities. By contracting our services, the user accepts that such services are subject to specific conditions that may limit or exclude the possibility of a refund.

2. Cases Where Refunds DO NOT Apply

• If the procedure has already been processed or submitted to the relevant authorities.
• If the user provided incorrect, incomplete, or false information.
• If the user fails to appear for an appointment scheduled by Tu Licencia (when applicable).
• If the user cancels the procedure by their own decision after we have started the process.
• If the procedure is rejected by Tu Licencia or DTOP for reasons beyond Tu Licencia's control.

3. Cases Where Refunds MAY Apply

• If the user makes a payment by mistake and notifies us within the first 2 hours from the time of payment, and the procedure has not yet been processed.
• If Tu Licencia is unable to complete the procedure due to reasons attributable to the platform (e.g., system failure, administrative error).
• If there was a duplicate charge due to a technical or system error.

4. Refund Request Procedure

To request a refund, the user must submit a written request through our official channels:

• 📧 Email: payments@tulicenciapr.com
• 📞 Phone: 787-482-2066

The request must include:

• User’s full name
• Date of the procedure
• Transaction number or proof of payment
• Detailed reason for the request

Tu Licencia will review the case within 15 to 30 business days and will notify the resolution via email or phone call.

5. Method of Refund

Refunds, when applicable, will be made using the original payment method. Tu Licencia is not responsible for additional processing times imposed by banks or payment processors.

6. Modifications

We reserve the right to modify this Refund Policy at any time. Changes will be published on www.tulicenciapr.com and will take effect upon publication.