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

Your first trip is complete and free — 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 (Mercado Pago)

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 credit cards, and less on debit or Mercado Pago balance.

In the iOS app (Apple)

In-app purchases are charged by Apple, not by ViajAI, and only Apple can refund them. Request it at reportaproblem.apple.com with your Apple ID. Apple decides under its own policy and its decision governs; we cannot reverse or speed it up.

If Apple denies a refund you believe is owed under the Chilean right of withdrawal, write to us and we will see what we can do another way.

5. Cancelling ViajAI+

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: cancel from your profile, in the plan and billing section.
• 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.

The Pass 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.