How to request a review of a payment or service issue.
Updated: 21 October 2026
Contact us about duplicate charges, an incorrect amount, a payment that has not been credited, failure to deliver the agreed service, or a service that does not match the purchase. A pending request alone is not proof that a payment was made.
Email info@ruta-segura.ec with the subject “Refund request”. Include your registered account email, request number if available, payment date, amount and currency, payment reference, the reason and the requested outcome. Attach a receipt if needed to identify the transaction. Never send your password, banking password or complete card details.
Support checks the payment against the account records and the agreed service. You may be asked for information needed to locate the payment or understand the issue. You will receive the outcome and, where applicable, the refund amount and payment method in writing. A request is not confirmation that a refund has been issued.
An approved refund is returned through the original payment method where supported. If it cannot be used, support will agree a verified alternative with the payer. The processing time depends on the payment provider and will be communicated with the refund confirmation. A change to the website balance alone is not a bank refund.
To stop renewal or request an end to access, follow Payment Cancellation. A refund request and a subscription cancellation serve different purposes. The site does not initiate automatic recurring payments.
This policy does not replace or restrict mandatory cancellation, refund or other consumer rights. You may contact the competent authorities or courts without first exhausting the support procedure.
Submit your refund request within 14 calendar days of payment. For service non-delivery, state what access was expected and what you received. We review your request and process an approved refund within 14 calendar days of receiving the request. If information needed to identify the payment is missing, we will ask you for it. Bank or payment-provider posting times may add time after the refund is issued.
These commercial deadlines do not shorten any longer mandatory consumer-rights period or remove rights for non-delivery or defective service under applicable law.