Consumer rights
The rights your country’s law gives you when you buy a digital license, and how to use them with DiagPass.
The general rule
- Before activation starts, in any country, you can cancel the purchase without giving a reason and everything you paid is returned to you.
- When activation starts we notify you on WhatsApp and by email. From then on the license is tied to your serial number and cannot be used on another device. What happens with withdrawal depends on your country’s law: see the table below.
- Always, in every country and even if the license is activated: if it is not delivered, if a serial the checker showed as compatible cannot be activated, or if the license does not work as we described it, you are entitled to a new activation at no cost or to the return of what you paid, plus any other rights your law gives you.
Under Chilean law, this service does not allow the right of withdrawal (derecho a retracto) once activation on your serial number has started (Law 19.496, art. 3 bis letter b), except as the law of the buyer’s country provides, as shown in the table below. In Brazil, art. 49 of the CDC applies even if the license is activated.
Statutory warranty
Excluding withdrawal does not affect the statutory warranty. You can complain about a defective service at least within 30 business days from activation (Chile, Law 19.496, art. 41) or within any longer period your law sets; in Brazil, 90 days (Consumer Protection Code, art. 26). The warranty covers that the license is activated on your serial and works as we described it; the functions and vehicles the software covers are set by its developer.
How to use your rights
- Message us on WhatsApp or email us at [email protected], every day, around the clock, with your serial number, your purchase receipt and what you are asking for.
- We confirm right away that we received your request, with a case number.
- We reply within 5 calendar days at most. If a refund is due, it is made through the same payment method, as soon as possible and no later than 15 calendar days (immediately in Brazil), and we ask PayPal or your card issuer to reverse the charge.
You can also use any other means the law gives you, and you can always go to your country’s consumer authority or courts.
Withdrawal button
To revoke your purchase you do not need to register or give a reason. Tap one of these buttons and send us your name, your email and the serial or order number. We send you a registration code for your request, through the same channel, in less than a day.
Withdraw on WhatsAppWithdraw by email
Your rights by country
A summary of what each country’s law says about withdrawal. It does not replace the law: if your law gives you more, your law applies.
| Country | Right of withdrawal | Once the license is activated | Where to complain |
|---|---|---|---|
| Chile | 10 calendar days, as long as activation has not started (Law 19.496, art. 3 bis letter b). If you did not get the written confirmation of the purchase, the period becomes 90 days. | This service does not allow the right of withdrawal (derecho a retracto) once activation has started, because we say so before payment. You keep the statutory warranty: complaint for a defective service within 30 business days (art. 41). | SERNAC, or the Local Police Court of your domicile or ours (art. 50 A). |
| Argentina | 10 calendar days from the purchase or delivery, whichever is later, at no cost to you (Law 24.240, art. 34). Use the withdrawal button on this page. | The law provides exceptions for digital content already supplied (Civil and Commercial Code, art. 1116). If you ask to revoke, we review it under Law 24.240 and reply in writing. | National Consumer Protection office (Ventanilla Federal) and your province’s authority. |
| Brazil | 7 days from the purchase or from delivery of the license, whichever is later (Consumer Protection Code, art. 49). Through the channel used to buy. | The right remains even if the license is activated: full refund through the same payment method. | Your state’s Procon or Senacon. |
| Mexico | The Federal Consumer Protection Law (art. 56) gives 5 business days to revoke, but for services it does not apply when they are provided within 10 business days of the order, as this activation is. | Revocation does not apply; you keep your rights if the service is not provided or does not match what was offered. | Profeco. |
| Colombia | Withdrawal in distance sales (Law 1480, art. 47). Where it applies, the money is returned within 15 calendar days at most (Law 2439 of 2024). | The law excludes services that started with your agreement: that is why we ask you to confirm you want immediate activation. | Superintendence of Industry and Commerce (SIC). |
| Peru | There is no general right of withdrawal for online purchases. The Consumer Protection and Defense Code gives a return period only for aggressive or misleading sales methods. | The suitability rule applies: the service must be the one offered. | Indecopi. For complaints, email us at [email protected]: we reply within 15 business days at most. |
| Ecuador | 3 days from receiving the service, as long as its nature allows it (Organic Consumer Protection Law, art. 45). | A license activated on your serial cannot be returned in the same condition. If you ask for a return, we review it under your law. | Ombudsman’s Office (Defensoría del Pueblo). |
| Costa Rica, El Salvador and Dominican Republic | Their consumer laws regulate withdrawal in distance purchases, each with its own rules. | If you ask to withdraw, we review it under your country’s law and, where it applies, what you paid is returned through the same payment method. | National Consumer Commission (Costa Rica), Consumer Ombudsman (El Salvador), Pro Consumidor (Dominican Republic). |
| Guatemala, Honduras, Nicaragua, Panama, Bolivia, Paraguay, Uruguay and Venezuela | Before activation you can cancel, as in every country. | If your country’s law gives you a right of withdrawal once the license is activated, we apply it: message us. | DIACO (Guatemala), Consumer Protection (Honduras), DIPRODEC (Nicaragua), ACODECO (Panama), Consumer Protection (Bolivia), SEDECO (Paraguay), MEF Consumer Protection (Uruguay), SUNDDE (Venezuela). |
| United States and Puerto Rico | Federal law gives no general right of withdrawal for online purchases. | An activated license is not refunded, unless it is not delivered or does not work as described. If we do not activate within the stated time, you can cancel the purchase with a refund. | FTC, your state Attorney General or, in Puerto Rico, DACO. |
| Canada | Ontario and Quebec give no free cooling-off right for online purchases. You can cancel within 7 days if required information was missing, within 30 days if you did not receive a copy of the contract, or if there is no delivery. | Those cancellations apply even if the license is activated; the refund is made within 15 days. | Office de la protection du consommateur (Quebec) or Consumer Protection Ontario. |
Who is responsible
- Legal name
- Grupo Vasquez SpA
- Tax ID (Chile)
- 77.217.436-5
- Address
- El Quisco 7857, La Granja, Santiago, Chile
- +56 9 2170 7758
- [email protected]
Address for notices only: no walk-in service.
The purchase conditions are in the terms and conditions and how we handle your data is in the privacy policy.
Version dated November 14, 2026.