Cancellation and refund policy
Last updated: October 14, 2026 · Version 2026-10-14 · Preliminary version, pending legal review. The Spanish version prevails.
1. What it covers
This policy covers the payments you make on The Yellow Page (yellowecuador.com), operated by [Legal name and RUC — pending]: paid plans with a monthly or annual subscription (for agents, brokerages and other professionals) and listing placements (for example, featured listing or top of search).
Prices are in US dollars; next to each price we state whether it includes VAT (IVA) or VAT is added at checkout. Before you pay you see the breakdown, the total including VAT, the period and how it renews. It is part of our Terms of use.
2. Cancelling your plan
You can cancel your plan whenever you like, online, from your dashboard under “Plan and billing” (a brokerage's subscription is cancelled from the brokerage's billing page). It is the same channel you subscribed through, and there is no penalty.
The cancellation takes effect at the end of the period you already paid for: no further charge is made and you keep the plan and all its features until then. Until that date you can resume the subscription from the same screen. When the period ends, your account moves to the free plan and its limits apply.
Cancelling does not refund the current period, except in the cases of sections 4 and 5 (the 15-business-day right of withdrawal, and duplicate or erroneous charges).
3. How renewals work
Plans renew automatically at the end of each period (monthly or annual), with the same payment method and at your plan's current price, until you cancel them. “Plan and billing” shows the next renewal date and your invoices.
We notify you by e-mail at least 15 days before each automatic renewal (monthly or annual), with the plan, the date and the amount that will be charged including VAT (IVA), and the link to cancel online. If a period starts with fewer than 15 days ahead (for example, a free trial), we e-mail you as soon as it starts.
If you switch periods (monthly to annual or the other way round), the unused time of the current period is credited against the charge for the new one; you see the calculation before you confirm.
If a renewal charge is declined, the plan is marked as payment pending and we e-mail you the date the grace period ends, so you can update your payment method. If it is not settled by then, the plan ends and the account moves to the free plan.
4. Right of withdrawal (15 business days)
Article 45 of Ecuador's Organic Consumer Protection Law (Ley Orgánica de Defensa del Consumidor, as substituted by the Organic Law to Defend the Rights of Clients of the National Financial System and Prevent Undue Charges and Unrequested Services, Registro Oficial Supplement No. 1, February 11, 2022) reads, in our unofficial translation: “Article 45. Return or exchange procedure. A consumer who acquires goods or services by any means shall have the right of return or exchange, which must be exercised within fifteen (15) days after receiving the good or service, provided its nature allows it and the good is in the same condition in which it was received. In the case of services, the right of return shall be exercised through the immediate termination of the service contract. Credit notes or compensatory goods or services shall not be given for the amount paid.”
Under Ecuadorian law a “término” is counted in business days: Saturdays, Sundays and public holidays do not count. The law does not spell out how this right applies to a digital subscription you have already started using. So we apply this rule: if you ask within 15 business days after a charge for your plan (the first subscription or a renewal), we end the plan immediately and refund that charge in full to the same payment method. We never give credit notes, credits or other services instead of a refund.
Placements: if a paid placement has not started showing yet and you ask within 15 business days after paying, we cancel it and refund it in full. If it has already started, the service is being provided: we stop it immediately and refund the share for the days it had left to show.
If you are unsure how the law applies to your case, you can consult Ecuador's Ombudsman's Office, the Defensoría del Pueblo (section 10).
5. Duplicate or erroneous charges
If you see a repeated charge, a charge for an amount other than the one you accepted, or a charge after your cancellation took effect, write to us. Once verified, we refund the overcharged amount in full to the same payment method, however long ago the charge was made.
6. Placements and credits
A placement paid by card starts once the payment is approved, on the start date you chose (if the listing already has a placement of the same type running, the new one starts when that one ends). Card-paid placements cannot be cancelled from the dashboard: write to us to cancel one or ask for a refund (section 7).
Some plans include placement credits every month. Credits have no cash value, cannot be bought, and are neither refundable nor transferable. A plan's monthly credits expire at the end of each month (Ecuador time) without rolling over; other credits (for example, referral rewards) expire on the date your balance shows, if they have one.
You can cancel a scheduled placement paid with credits yourself before it starts; the credits return to your balance unless they have already expired (for example, a plan's credits from a month that has ended). A placement that has already started cannot be cancelled from the dashboard.
If the payment for a placement is refunded or a chargeback is opened on it, that placement is cancelled.
7. How to ask for a withdrawal or a refund
Write to hello@yellowecuador.com from your account's e-mail address (or, signed in, from “Help & support” in your dashboard) and include: your name and the account's e-mail; what you bought (the plan, or the placement and the listing); the date and amount of the charge; the last 4 digits of the card; and the reason (no reason is needed for the right of withdrawal).
We will never ask for your full card number, its security code or your password.
Cancelling a plan needs no request: you do it yourself under “Plan and billing” (section 2).
8. Response and refund times
We answer with a decision within 5 business days of receiving your complete request. This is our own commitment, not a legal deadline. If the refund is due, we issue it within that same period, always to the payment method you paid with.
How long it then takes to show in your account or card statement depends on your bank or card issuer.
9. Chargebacks
Before asking your bank to reverse a charge (a chargeback), write to us: we settle most cases directly and faster.
If a chargeback is opened on the payment for a placement, that placement is cancelled. While a chargeback is being resolved we may ask you for information. Disputing charges you did authorise and use is misuse and may lead to the account being suspended, under our Terms of use.
10. Complaints
If you are not satisfied with our answer, you can file a complaint with the Defensoría del Pueblo, which under article 81 of the Organic Consumer Protection Law hears and rules on consumers' claims and complaints. For any question about this policy: hello@yellowecuador.com.
11. Sources
Ley Orgánica de Defensa del Consumidor, Registro Oficial Supplement 116, July 10, 2000: article 45 (right of return) as substituted by the First Amending Provision, item 5, of the Ley Orgánica para Defender los Derechos de los Clientes del Sistema Financiero Nacional y Evitar Cobros Indebidos y Servicios No Solicitados (Registro Oficial Supplement No. 1, February 11, 2022), and article 81 (powers of the Defensoría del Pueblo).
The same 2022 law (item 4 of that provision, which substituted article 41) forbids making a consumer end a contract through a channel or with requirements other than those used to sign it: that is why cancelling is done online, like subscribing. That article 41 also requires the automatic renewal of a contract to be notified to the consumer fifteen days in advance: hence the e-mail notice of section 3.