Refunds, withdrawal right and crypto payments
Courtesy translation. The binding text is the Spanish version. If the two differ, the Spanish version prevails.
This document is part of the Terms of Service.
1. How billing works
EdgeFlow's paid plans are prepaid and per period: you pay a given term in advance and, when it ends, the plan expires and the account returns to the free plan.
There is no automatic renewal. We keep no payment method, we set up no direct debit and we cannot charge you on our own initiative. To continue on a paid plan you have to make a new payment.
Prices are in United States dollars and are paid in USDT. If we show a reference value in Chilean pesos, it is for information only: the amount you have to send is the one shown in dollars at the moment of payment.
For every payment we issue whatever tax documentation the applicable law requires, bearing the operator's tax identification. If you need that identification before paying, we provide it on request: write to legal@edgeflow.app or ask for it from your account under Legal.
2. Right of withdrawal
Under article 3 bis of Chilean Law 19,496, in contracts entered into by electronic means you have the right to unilaterally terminate the contract within 10 days of contracting, provided you have not begun to use the contracted service.
At EdgeFlow that means: if you buy a paid plan and have not used any feature exclusive to that plan, you can withdraw within 10 days and we refund the full amount paid.
And if you have used it, we still listen. Even though use extinguishes the statutory withdrawal right, our policy is to offer you a refund of the unused proportional part of the period, net of the days already consumed. This is not a legal obligation: it is how we prefer to resolve it.
To withdraw, write to legal@edgeflow.app from your account's email address, saying that you wish to withdraw. You don't have to explain why.
3. Other refund cases
We refund the unused proportional part of the period when:
- we materially change these terms or the Terms of Service and the change is to your detriment, and you decide to terminate before it takes effect;
- we discontinue the service or an essential feature of your plan;
- we suspend your account without any breach on your part;
- we charge in error or charge twice for the same period.
No refund is due, except as stated in section 2, when the account is closed for a serious breach of the Terms of Service, nor for losses from your own trading, which are not our responsibility.
A plan granted at no cost creates no right to a refund, because there was no payment.
4. Mistakes in USDT payments
A payment is identified by the exact amount we show you when the order is generated: that is why the figure usually carries unusual cents. Send exactly that amount.
What happens in each case:
| What happened | What we do |
|---|---|
| You sent less than indicated, within a minimal tolerance | The payment is taken as good and the plan is activated anyway. |
| You sent less, below that tolerance | The order is marked as underpaid. You can top up the difference or ask for the amount sent to be returned, net of the network fee. |
| You sent more | We refund the difference, net of the network fee, or credit it to the next period if you prefer. |
| You sent over another of the networks we offer | Write to us: if the deposit reaches an address of ours, we identify it and activate the plan. |
| You sent over a network or to an address we do not offer, or sent a different asset | In general those funds cannot be recovered. We will try to help, but we cannot guarantee anything or absorb the loss. |
| The order expired before your payment arrived | If the deposit arrives anyway, we identify it and credit the period. If not, generate a new order. |
On-chain payments are irreversible. Once you send, neither you nor we can undo the transaction. Before sending, check the network and the address, and make a small test transfer if it is your first time.
5. How we pay a refund
Refunds are paid in USDT, to an address and network that you give us in writing from your account's email address. We do not refund to another person or by another means.
- We deduct the network fee from the amount refunded.
- The amount is calculated on what you paid in USDT, not on its value in another currency at the time of the refund. We do not cover exchange-rate movements.
- The term is up to 45 calendar days from when we accept the request and you give us the address, and it is normally much less.
- If the address you give us is wrong, the refund is lost and we cannot repeat it. Check it.
6. How to complain
Write to legal@edgeflow.app with your account email, the plan and date of payment, and the transaction identifier if you have it. We answer within 30 calendar days.
If you are a consumer in Chile, none of this affects your right to complain to SERNAC or to exercise the remedies given to you by Law 19,496.
