Last updated: October 15, 2025
Owner: Software Developers Group S.A.S. ("Plaspy")
Tax ID (NIT): 900.108.591-1
Address: CR 17 70A 01
Support Email: info@sdg.com.co
Contact Channels: https://m.plaspy.com/ContactUs
1. Scope and Purchase Channels
These policies apply to purchases made through Plaspy's own channels (website, WhatsApp, bank transfers, PSE, cards, cash), MercadoLibre, and other payment methods indicated by Plaspy. Applicable to both consumers and businesses (B2B). Governed by the Colombian Consumer Statute (Law 1480 of 2011) where relevant.
2. Right of Withdrawal (Distance Sales)
Period: 5 (five) business days from delivery of the product (hardware) or from the date of the contract (licenses or online services).
Refund: Plaspy will issue the refund within 30 calendar days after the customer exercises the withdrawal right and meets the conditions set forth in this policy.
Return shipping costs: Paid by the customer unless it concerns a defective product (see DOA) or an approved warranty.
Service exceptions: If the service has already started with the consumer’s consent or falls within a non-withdrawable period under the law, the right of withdrawal may not apply. However, Plaspy offers flexible conditions for licenses (see section 4).
3. Returns and RMA for Hardware (Trackers)
3.1 Eligibility (Withdrawal within 5 Business Days)
To be eligible for a hardware withdrawal, the product must be returned under all the following conditions:
- Condition: “As new” and unused.
- Packaging: In its original, perfect packaging.
- Completeness: Includes all accessories, cables, antennas, manuals, stickers, promotional materials, and any other included items.
- Identification: IMEI/serial number and clear photos of the device and accessories must be provided.
- SIM (if applicable): If a SIM card was included, it must be returned unused; if used but returned in new condition, no consumption fee applies.
The withdrawal is not valid if the device shows any of the following: cut cables, broken seals, scratches, moisture, signs of installation or use, internal or external tampering, firmware modification, or any evidence preventing resale as new.
3.2 Costs and Logistics
Withdrawal: Return shipping costs to Plaspy are paid by the customer.
Reception center: The address and reception hours will be confirmed through official contact channels: https://m.plaspy.com/ContactUs
3.3 DOA (Dead on Arrival)
If the product shows a manufacturing defect within 5 business days of delivery, Plaspy will cover the return shipping cost and replace the product once the defect is verified.
3.4 RMA Operational Flow (Hardware)
- RMA Request: Submit your request via official channels including invoice number, IMEI/serial, product photos, and reason (withdrawal/DOA/other).
- Unlinking: Before shipping, unlink the device from your Plaspy account.
- Packaging and Shipping: Pack the product securely in its original packaging and inform support of the tracking number. Customers are responsible for transit damage when it’s a withdrawal.
- Technical Inspection: Plaspy will check aesthetic/functional condition, accessories, and packaging.
- Decision: Approval, replacement (if DOA), or reasons for rejection.
- Refund: If applicable, processed according to section 7.
4. Online Licenses (Subscriptions)
Activation: Immediate upon purchase completion.
Withdrawal: Within 5 business days of purchase, Plaspy allows withdrawal without proration, even if the service was partially used during that period.
After the period: Withdrawals are not accepted after 5 business days.
Subscription cancellation: Can be done anytime up to 1 day before renewal to avoid new charges.
Free trials: No refunds apply (no charges during trial).
Discounts and coupons: Lost upon refund and cannot be reactivated.
5. App Store and Google Play Purchases
Purchases made through Apple App Store or Google Play are billed by those platforms, and refunds must be processed directly through their support channels. Plaspy cannot process or expedite refunds initiated through those stores.
6. Hardware Warranty
Duration: 1 year for manufacturing defects.
Coverage: Includes repair; if not possible, replacement or refund applies. The warranty period is suspended while the customer cannot use the product due to warranty processing.
Full details: https://m.plaspy.com/ServiceAgreement/WarrantyPolicy
7. Refunds (Method, Time, and Currency)
Refund method: Processed using the same payment method used for the original purchase, except for App Store/Google Play (handled by those platforms).
Timeframes: Depend on the issuer and/or payment gateway. Plaspy initiates the refund after return approval. Legally, for withdrawals, the maximum period is 30 calendar days from the date of exercise.
Currency: Refunds are made in the same currency as the original payment.
Refundable amounts: Only the paid price of the product/service is refunded.
Non-refundable: Shipping, installation, setup, and other services already rendered.
Chargebacks: If the customer initiates a reversal/chargeback, they will bear associated costs if the dispute is resolved against them.
8. Exceptions and Combined Purchases
Combined purchases (e.g., hardware + license + SIM) must be returned in full for withdrawal eligibility. Partial component returns are not accepted.
Promotions, coupons, and gifts: Become void upon return; benefits are not reinstated.
9. How to Exercise Your Return or Withdrawal
- Submit your request through official channels including: invoice number, purchase/delivery date, sales channel, reason, IMEI/serial (if applicable), and photos of the product and accessories.
- Bank transfer payments: Attach bank certification of the invoice holder for refund processing (if applicable).
- Approval and instructions: You’ll receive acknowledgment and, if applicable, shipping instructions and return address.
- Inspection: Upon receipt, Plaspy performs aesthetic/functional and completeness verification.
- Outcome: You’ll be informed of approval, replacement (if DOA), or rejection reasons.
- Refund: Processed via the same original payment method as per section 7.
10. Fraud Prevention and Validation
- Verification of the requester’s and buyer’s identity.
- Matching of bank account holder data with the invoice holder for transfer refunds.
- Validation of IMEI/serial number, unlinking from Plaspy account, and usage/activation review.
- Inspection for inconsistencies (tampering, damage, firmware modification).
11. Legal Framework
- Law 1480 of 2011 – Consumer Protection Statute (withdrawal, warranty, and payment reversal).
- Guidelines from the Superintendence of Industry and Commerce (SIC) on withdrawal, warranty, and payment reversal.
