Return and Refund Policy – Escudo Vial
1. Nature of the Service and Digital Delivery
Escudo Vial provides services for the immediate generation of personalized legal documents using Artificial Intelligence. Being an instant-consumption digital good, the service is considered 'delivered' and 'consumed' the moment the system generates the file for viewing or downloading.
2. Download Record (Delivery Log)
Vicuña Labs LLC maintains a 'Digital Delivery Log' for each transaction. If our records confirm that the document was successfully generated and downloaded by the user, any refund request will be automatically denied, as the value of the service has been fully transferred.
3. Feasibility Filter (Preventive Triage)
Our platform is designed to protect the user. If during the smart triage process our system detects that the case is of a criminal nature, of direct user liability in fatalities, or legally impossible for our AI to resolve, the system will block the process before requesting any payment. Therefore, no refunds will be made for 'unprocessable cases', as these do not reach the billing stage.
4. Exceptions and Technical Reviews
A review for a refund may only be requested under the following conditions: • Technical Generation Failure: If after a confirmed payment, the system fails to deliver the document due to a critical error on our servers. • Duplicate Charge: Errors processed directly by the payment gateway (Paddle). • Claim Period: Users have a maximum period of 48 hours after the transaction to request a technical review by sending an email to contacto@escudociudadano.com, detailing the issue and attaching the Paddle receipt.
5. Exclusions
Refunds will not be granted for: • Disagreement with the final administrative result (cancellation of the fine). • Errors in the information entered by the user during triage. • Withdrawal of use once the document is generated.
6. Processing
If the request is approved, the refund will be made through Paddle to the original payment method. The crediting time will depend on the user's banking institution (usually 5 to 10 business days).