Refund and Cancellation Policy

This is a translation of the Spanish-language document; in case of any discrepancy, the Spanish version prevails.

This Refund and Cancellation Policy applies to distributors topping up their balance and to end clients purchasing the AI Pro plan. Effective as of October 20, 2026.

1. What you are actually buying

When you top up your balance on Omnisol (as a distributor) or purchase an AI Pro plan (as an end Client), you are not buying goods or a transferable “stored value”: you are buying service credits that are consumed to pay for monthly use of software instances or AI features, per the applicable document (Distribution Agreement or AI Terms, respectively).

Available top-up packages are fixed amounts: USD 150, USD 500, and USD 700. The AI Pro plan has a fixed monthly price (USD 20).

2. Service credits are not refundable in cash

Except as described in Section 3, topped-up service credits:

• Are not refundable in cash and are not transferable to a third party or another account.
• Do not represent money held in custody: they are a right to use Omnisol’s service, consumed according to the billing cycle in effect at any given time (see the Distribution Agreement, billing and renewal section).
• Do not expire with the mere passage of time, but are consumed when paying for active instances or services.

3. When a correction or refund does apply

We correct or refund a charge when:

• You were charged by mistake (wrong amount, wrong instance) or charged twice for the same item.
• Applicable law requires a refund (e.g., consumer-protection rules that cannot be excluded by contract).
• A compensation was approved under the internal policy for clients affected by their distributor’s breach (see Section 6).

In these cases, the correction is made by returning credits to your account or, if legally required, through the original payment method.

4. No minimum commitment

There is no minimum term. The service is prepaid: you pay for what you will use and may stop topping up or renewing whenever you want.

• Distributors: you may mark any instance as “do not renew” before the 1st of the month; the instance remains active through the end of the current month and then shuts down, without generating delinquency or penalty. See the full cycle in the Distribution Agreement.
• End Clients with AI Pro: you may cancel your plan at any time from the panel. Cancellation stops the next charge, but does not generate a prorated refund of the period already started or the AI credits already consumed within that period (see Section 5).

5. AI Pro: specific rules

• The AI Pro plan is billed in 30-day periods.
• You may cancel at any time; you keep access through the end of the already-paid period.
• There is no prorated refund for canceling before an already-started period ends, nor for AI credits consumed within that period, even if you end up using less than expected.
• If an error on our part (e.g., an AI provider outage) prevents you from using the service, credits not consumed due to that failure are automatically returned, per the AI Terms (AI Terms).

6. If your distributor breached its obligations to you

If your distributor failed to provide the service, overcharged you, or disappeared, contact us through our support line ([email protected] or WhatsApp +57 316 922 7313). Omnisol will review the case and, at its sole discretion, may adopt measures it deems appropriate to continue the service while the situation with your distributor is resolved or you are transferred to another one. This possibility is an internal customer-care practice, not an enforceable contractual right or a guarantee of compensation in every case.

7. How to request a charge review

1. Write to [email protected] with your instance or account name, the charge date, and the reason for your claim.
2. We will confirm receipt and review the case, responding within a maximum of 5 business days.
3. If a correction is warranted, it will be applied per Section 3.

8. Contact

[email protected] · WhatsApp +57 316 922 7313 · panel.omnisol.app