Complaints

1. Right to file a complaint

Any person who considers that a service provided by idea software lab, or any aspect of its website (hereinafter, “the Site”), has not conformed to what was agreed or to applicable law may file a complaint, free of charge, under the procedure set out below.

2. Means of filing

A complaint may be filed by any of the following means:

• Email: contacto@ideasoftwarelab.com, preferably with the subject “Reclamo” (Complaint).
• WhatsApp or telephone call: +506 7005-8703.

3. Content of the complaint

To facilitate its handling, the complaint should include:

• The complainant’s full name and contact details.
• Identification of the project or service concerned.
• A clear description of the facts and of the date on which they occurred.
• The complainant’s specific request.
• Any supporting documents available, such as the proposal, the contract, invoices or the communications exchanged.

4. Handling

Through the same means by which the complaint was filed, idea software lab shall acknowledge receipt and issue a reasoned response, in order to seek a mutually agreed solution. The complainant may inquire about the status of the complaint through the same means. Personal data provided in connection with the complaint shall be processed in accordance with the Privacy policy.

5. Requests concerning personal data

Requests for access to, rectification or deletion of personal data, as well as the withdrawal of consent, are handled under the Privacy policy and resolved within the five business days provided for in article 7 of Law No. 8968 and its Regulations. If the data subject is not satisfied with the outcome, or if the request is not handled within that period, they may turn to the Agency for the Protection of Inhabitants’ Data (Agencia de Protección de Datos de los Habitantes, Prodhab).

6. Complaints to the National Consumer Commission

In addition, consumers may file a complaint with the National Consumer Commission (Comisión Nacional del Consumidor) of the Ministry of Economy, Industry and Commerce (Ministerio de Economía, Industria y Comercio, MEIC) through the Consumidor CR online platform (atenciones.meic.go.cr, opens in a new tab) or any other channel enabled by MEIC. For information and guidance, MEIC operates the toll-free line 800-CONSUMO (800-266-7866).

Under article 56 of Law No. 7472, the right to file a complaint lapses six months after the infringement occurred or became known; in the case of continuing acts, the period runs from the last act. This period may be extended by a further six months, provided that the consumer shows that, within the first six months, the provider complained of did not resolve the matter satisfactorily.