Refunds and withdrawal

This page explains when you can get your money back, how to ask and how long it takes. It forms part of the Terms & Conditions.

1. Before paying: try it free

You get 1 new free trip a month — no card, and no trial that turns into a charge. The point is that you find out whether ViajAI works for you before paying anything.

2. Right of withdrawal (10 days)

Because you are contracting at a distance by electronic means, you have 10 calendar days from purchase to withdraw and receive a full refund, under article 3 bis of Chilean law 19,496. You do not need to give a reason.

To exercise it, write to soporte@viajai.cl from your account email, within the window, saying what you bought. When the withdrawal is processed, access to the features that purchase unlocked is revoked.

3. After the 10 days

Once the withdrawal window has passed, payments are generally non-refundable, with two exceptions we always honour:

• The service failed. If a paid feature did not work and we could not fix it, we refund what you paid or the proportional part. That is the statutory warranty and it cannot be waived.
• Duplicate or unrecognised charge. We refund it in full as soon as we verify it.

We also refund the unused proportional part if we are the ones discontinuing a paid feature you were using, or if we suspend your account without any breach on your side.

4. Depending on where you bought

On the web

We handle the refund. Write to soporte@viajai.cl. We reply within 5 working days at most and, once approved, the money returns through the same payment method. How long it takes to appear depends on your bank or issuer: usually 5 to 20 working days on a credit card, and less on debit or a balance in the checkout.

In the app

In-app purchases are charged by the store, not by ViajAI. Request it at reportaproblem.apple.com. The store decides under its own policy.

If you use the Chilean right of withdrawal within 10 calendar days and the store rejects it, ViajAI returns the amount by transfer and removes access. That does not change the rule above: you ask the store first.

On other sites

If you book on another site from a ViajAI link, that site charges for the purchase. Some links are affiliate links and ViajAI may receive a commission at no cost to you. Changes and refunds are requested there.

5. Cancelling Pro · annual

Cancelling is not the same as asking for a refund. When you cancel you stop future renewals and keep access until the end of the period you already paid for. The unused part of that period is not refunded, unless one of the cases in section 3 applies.

• If you subscribed on the web: you cancel with one click from your profile, in plan and billing. We email you at least 10 days before the annual renewal, with the amount and the link to cancel.
• If you subscribed on iOS: cancel in your iPhone Settings → your name → Subscriptions. Do it at least 24 hours before the renewal date, or Apple will charge the next period.

Pro · this trip is a one-off payment: it does not renew and there is nothing to cancel.

6. What happens to your data

A refund revokes access to paid features but does not delete your trips or your account. If you also want your data deleted, do it from your profile or see the Privacy Policy.

7. If you are not satisfied

Write to us first at soporte@viajai.cl: almost everything gets resolved there. If we still cannot agree, you can complain to the Chilean consumer agency SERNAC at sernac.cl or go to the courts of your domicile. Nothing on this page limits the rights the law gives you.