Technical Annex: Cancellation and Data Deletion

Introduction

This document explains what happens technically when a service is cancelled for non-payment and how data is deleted. It is a complement to the main Policy and is written so that anyone can understand it.

1. Service Types and Tolerance

Basic Services (Higher Tolerance)

Included: Mapaprop Website Promo, Mapaprop Website

Characteristics:

• Only include hosting for your website
• No integrations with external portals
• Tolerance: 4 months of debt before cancellation

What they include:

• ✅ Your own website
• ✅ Property search on your site
• ❌ Do not include MercadoLibre
• ❌ Do not include Zonaprop
• ❌ Do not include real estate networks

Full Services (Lower Tolerance)

Included: Mapaprop Plus, Mapaprop Pro+, Mapaprop Business

Characteristics:

• Include all platform features
• Full integrations with portals and networks
• Tolerance: 2 months of debt before cancellation

What they include:

• ✅ Your own website
• ✅ Property search
• ✅ MercadoLibre integration
• ✅ Zonaprop/Navent integration
• ✅ Real estate networks
• ✅ Additional apps

Why the difference?

Full services have lower tolerance because:

1. They consume more system resources
2. They maintain active connections with third parties (MercadoLibre, Zonaprop)
3. The operating cost of keeping an unpaid full service is higher

2. The Cancellation Process

When It Happens

Automatic cancellation is evaluated on the 19th of each month at 21:00.

What the System Evaluates

1. It looks for active subscriptions
2. For each one, it checks how many unpaid invoices it has for that specific service
3. It calculates the age of the oldest invoice

Cancellation Condition

Practical Example

Situation: Client with Mapaprop Pro+ (2-month tolerance)

• Last invoice paid: August 2025
• Unpaid invoices: September, October, November 2025

On December 19th:

• The system detects that the September invoice is more than 2 months old
• Result: Automatic cancellation

What Happens Upon Cancellation

1. Your subscription is deactivated - You no longer have access to the service
2. The event is recorded - It's documented for auditing
3. API access is deactivated - If you were using the API, it stops working
4. An email is sent - Notification with debt details
5. The 90-day countdown begins - For data deletion

3. The Data Deletion Process

The 90-Day Window

After cancellation, you have 90 calendar days to:

• Settle your debt and recover your account
• Back up your data
• Set up your email with another provider (if you use your own domain)

During these 90 days:

• Your data is intact but inaccessible
• Your website is offline (shows an error)
• You cannot access the admin panel
• No new leads arrive

Day 91: Final Deletion

At 3:00 AM on day 91 after cancellation, the system executes the permanent deletion.

Process by Service Type

Basic Services (Website)

The process is simpler because there's less data:

1. Website hosting is deactivated
2. Search indexes are updated (your properties no longer appear)

Approximate duration: 5 seconds

Full Services (Plus/Pro+/Business)

The process is more extensive:

1. Website deactivation - Your site stops being accessible
2. MercadoLibre cleanup - The connection and listings are removed
3. Zonaprop cleanup - The account and settings are removed
4. App cleanup - All apps are disconnected
5. Network cleanup - You leave the collaboration networks
6. Property unpublishing - They are marked as not published
7. Search update - Your properties stop appearing
8. API deactivation - Access tokens are invalidated
9. AI Chat widget deactivation - Only affects Business customers who had the chat active on their website. The widget turns off (visitors no longer see it) but the configuration (assistant, welcome message, instructions) is preserved during the 90-day recovery window. If you settle your debt and reactivate Business before day 91, the widget reappears with the same configuration. After the 90 days, the AI Chat configuration is deleted along with the rest of the data.

Approximate duration: 30-60 seconds

After Deletion

• ❌ Deleted data is unrecoverable
• ✅ You can sign up again as a new customer
• ✅ If you pay your debt, you can start fresh with no restrictions

4. What Data Is Deleted and What Is Kept

Data that IS DELETED (Unrecoverable)

Data that IS KEPT

Important

The data kept is only for legal compliance. It is not used commercially nor shared with third parties.

5. Account Recovery

Within 90 Days (Before Deletion)

If you pay your full debt within 90 days:

1. ✅ Your account is reactivated
2. ✅ All your data is intact
3. ✅ You can continue operating normally

Process:

1. Pay the total debt (or arrange a payment plan with support)
2. Contact recuperacion@mapaprop.com with proof of payment
3. Wait for reactivation (4-24 business hours)

After 90 Days (Data Deleted)

If you pay after the deletion:

1. ✅ Your account is "cleared" - it's left without debt
2. ✅ You can sign up again with no restrictions
3. ❌ Your previous data is lost
4. ❌ You must start from scratch (as a new customer)

Automatic Recovery Upon Payment (Clearing)

When a customer with deleted data pays their entire outstanding debt:

• The system automatically detects the full payment
• The account is "cleared" (no negative marks)
• You can sign up again with no additional restrictions
• The process is automatic and does not require contacting support

6. Automatic Debit and Retries

Billing Calendar

If All Attempts Fail

• The invoice is marked as unpaid
• You receive a notification email
• It accumulates for the evaluation on the 19th of the following month
• You can pay manually at any time

Common Reasons for Failure

Credit/debit cards:

• Insufficient funds
• Expired card
• Limit exceeded
• Blocked card

CBU/CVU debit:

• Insufficient balance
• Closed account
• Daily limit exceeded

How to Avoid Problems

1. Keep sufficient balance in your account/card
2. Check your card's expiration date
3. Update your payment method if you change banks
4. Review the system's notification emails

7. DNS Setup and Emails with Your Own Domain

If You Use Your Own Domain for Email

Mapaprop manages the DNS configuration of your domain. This includes the records that let your emails work correctly.

What Happens Upon Cancellation

When the service is cancelled for non-payment, your domain's DNS configuration is deleted.

Consequences:

• ❌ Your emails with your own domain will stop working
• ❌ Messages sent to your domain will bounce
• ❌ You will not be able to send emails from your domain

Note: Emails you already received are safe with your provider (Google/Microsoft/Zoho). What stops working is the ability to receive new emails.

If You Become a Customer Again

When you settle your situation and sign up again:

• ✅ We keep your email configuration - We have your mail provider information (MX records) saved in your file
• ✅ Fast restoration - When you reactivate your account, we can restore your DNS configuration
• ✅ Your emails will work again - Once the DNS is restored, everything goes back to normal

The fastest way to get your emails working again is to settle your debt

8. System Calendar

Monthly View

DÍA 19 - EVALUACIÓN Y CANCELACIONES
├── 21:00: Se evalúan suscripciones con deuda
├── 21:00: Se cancelan las que excedan tolerancia
└── 22:00: Se ejecutan cambios programados

DÍA 20 - FACTURACIÓN
├── 02:40: Se generan facturas mensuales
├── 02:40: Se intenta cobro automático
└── 03:00: Se envían emails de factura

DÍAS 23, 26, 29 - REINTENTOS DE COBRO
└── 03:00: Se reintentan facturas que fallaron

DIARIO - ELIMINACIÓN DE DATOS (03:00 AM)
└── Se eliminan datos de servicios cancelados hace exactamente 90 días

Example: Timeline of a Customer with Debt

20/SEP: Factura generada - FALLA el cobro
23/SEP: Reintento #2 - FALLA
26/SEP: Reintento #3 - FALLA
29/SEP: Reintento #4 - FALLA → Factura IMPAGA

20/OCT: Nueva factura - FALLA (2 facturas impagas)
20/NOV: Nueva factura - FALLA (3 facturas impagas)

19/DIC 21:00: CANCELACIÓN AUTOMÁTICA
├── Factura más vieja: 20/SEP (91 días)
├── Tolerancia Pro+: 60 días
├── 91 > 60 → SE CANCELA
└── Deuda total: $45,000

19/MAR 03:00: ELIMINACIÓN DE DATOS
└── Exactamente 90 días después de la cancelación
└── Datos irrecuperables

9. Frequently Asked Questions

About Cancellation

Q: Can I pay only the last invoice to avoid cancellation? A: No. The system evaluates the oldest invoice. You must catch up or at least reduce the age of the debt.

Q: Does it cancel automatically without notice? A: No. You will receive multiple emails before cancellation (reminders of overdue invoices, notices of failed attempts, etc.).

Q: Can I request an extension? A: In exceptional cases (illness, catastrophe), contact support with documentation. There is no guarantee of approval.

About Data Deletion

Q: Can I request that my data not be deleted? A: No. Deletion is automatic 90 days after cancellation. The only way to avoid it is to pay the debt.

Q: Does Mapaprop back up my data? A: Only invoices (legal obligation). It is your responsibility to back up properties, images, leads, etc.

Q: Can I download my data before it's deleted? A: Not directly (your account is suspended). You must pay first to recover access, back up, and then you can cancel voluntarily.

Q: What happens if I pay on day 91 at 4 AM? A: Your data has already been deleted (deletion happens at 3 AM). You can recover your account but without previous data.

About Email with Your Own Domain

Q: Do I lose my emails when Mapaprop is cancelled? A: The emails you already received are safe with your provider (Google/Microsoft/Zoho). What is deleted is the DNS configuration, so you will stop receiving new emails until you settle your situation.

Q: How long does it take for email to stop working? A: Immediately upon cancellation. Emails sent to your domain will start bouncing.

Q: How do I restore my email service? A: By settling your debt. We keep your email provider's configuration on your file, so when you reactivate your account we can restore the DNS quickly.

About Recovery

Q: If I pay after the deletion, do I get anything back? A: You can only sign up again. Your previous data is permanently lost.

Q: Is there a discount for being a former customer? A: No. After deletion, you are considered a new customer.

Q: How long does reactivation take if I pay? A: 4-24 business hours after verifying the payment.

Summary

Contact:

• Account recovery: collections@mapaprop.com
• Technical support: soporte@mapaprop.com
• Billing: facturacion@mapaprop.com

• Payment, due date, and cancellation policy
• Behavior as a customer (Scoring)
• Subscription
• Subscription system rules
• Cancellation for non-payment
• Data management and deletion rules
• Policies