↩️ Refund, Return, and Withdrawal Policy

Plain-language summary

• When you buy from a Cashwing seller, you are buying from that seller, not from Cashwing. The seller is responsible for the product or service, its warranty, its returns, and its refunds.
• Cashwing protects your payment: the money is not delivered to the seller until delivery is confirmed or the claim period expires. If something goes wrong and you file a claim in time, we review the case.
• In Colombia, you have a 5-business-day right of withdrawal for remote purchases, and the right to request a payment reversal in the cases provided by law.
• Purchases of Cashwing's own services (plans, advertising, Companion, Cashwing Balance) have their own rules, explained in section 7.

1. Who is responsible for each purchase

1.1. The seller. Products, services, courses, reservations, Drivers rides, and accommodations listed by users are sold by them. The seller is responsible for: delivering what it advertised, quality, safety, the legal warranty, returns, withdrawal, and refunds. Its return policy can never be worse than what the law requires.

1.2. Cashwing is not the seller or manufacturer, does not inspect the products, and is not liable for sellers' sales, except to the extent the law directly assigns liability to it as a platform. What Cashwing does do:

• Shows you who the seller is and lets you contact them through ChatWing.
• Holds your card payment while delivery is confirmed (payment protection).
• Receives your claims, reviews evidence, and may instruct the payment processor to refund your money.
• Keeps the record of the purchase (what you bought, when, from whom, for how much, and the delivery status).

1.3. The CashWing Official Store and Cashwing's own subscriptions are sold by Cashwing and are governed by section 7.

2. Payment protection (card purchases within Cashwing)

2.1. When you pay by card within Cashwing, the money is held by the payment processor and is not delivered to the seller until the first of the following occurs:

• You confirm "I received everything OK" in My Purchases.
• The seller marks the order as delivered and the claim period expires without you filing a claim.
• The maximum period disclosed at the time of purchase expires (usually 7 days; for food and same-day products, less time; for Stays, up to 24 hours after arrival).

2.2. If you tap "Report a problem" in My Purchases before the payment is released, the money is frozen until the case is resolved.

2.3. How we decide. We ask both parties for evidence (photos, messages, shipping tracking number, proof of delivery). Depending on the case, we may: refund you in full, refund you in part, ask you to return the product and then refund you, or release the payment to the seller if delivery is shown to be as agreed. The refund is issued to the same payment method and may take 5 to 10 business days to appear, depending on your bank.

2.4. After the payment is released to the seller, you still have your legal rights against the seller (warranty, withdrawal, reversal), and you can write to us so we can help you file a claim.

2.5. Purchases paid outside Cashwing (cash, direct transfer to the seller, another payment gateway) do not have payment protection. Cashwing will help you contact the seller, but it cannot refund money that never passed through the Platform.

3. How to request a refund or a return

1. Write to the seller through ChatWing explaining the problem.
2. If they do not respond or there is no agreement, go to My Purchases and tap "Report a problem" before the payment is released, with photos and an explanation.
3. If the payment has already been released, write to us at services@cashwing.net with the order number.
4. We will respond within 15 business days.

If the product must be returned for the refund, it must be in the same condition in which you received it. Return shipping costs are borne by the seller when the product arrived defective, was the wrong item, or does not match what was advertised.

4. Colombia — Right of withdrawal (Ley 1480 de 2011, Colombian Consumer Protection Statute, article 47)

4.1. If you are a consumer in Colombia and you made a remote purchase (online, within Cashwing), you may withdraw from the purchase within 5 business days after delivery of the product or, for services, after the contract is entered into, without giving any reason.

4.2. How to exercise it: in My Purchases, tap "Report a problem" and choose "Withdrawal," or write to the seller through ChatWing and to services@cashwing.net stating that you are exercising the right of withdrawal. You must return the product in the same condition in which you received it; the transportation costs and other costs involved in the return are borne by you, as the law provides.

4.3. The seller must refund all of your money without deductions, no later than 30 calendar days after you exercised the right of withdrawal.

4.4. There is no right of withdrawal, under the law, for: services whose performance has already begun with your agreement; products made to your specifications or personalized; products that by their nature cannot be returned or deteriorate quickly (food, perishables); personal-use products (for example, underwear or opened cosmetics); bets and lotteries; products whose price depends on fluctuations in the financial market; digital content and courses that you have already downloaded or started using with your consent (these are treated as a service already begun or a good that cannot be returned); and other cases excluded by law. The seller must inform you before the purchase if the product falls under one of these exceptions.

4.5. Installment payments (Total Cuota (installment plan) / Plan Separe (layaway)): the right of withdrawal also applies; the business must refund what you have paid, and the plan is canceled.

5. Colombia — Payment reversal (Ley 1480 de 2011, article 51)

If you paid with a credit card, debit card, or other electronic means and: you were the victim of fraud, you did not request the purchase, the product did not arrive, or it arrived defective or different from what you ordered, you may request a payment reversal within 5 business days after you learned of the problem or received the product. You must:

1. Notify the seller (through ChatWing or through My Purchases → Report a problem) and services@cashwing.net.
2. Notify your bank or card issuer.
3. Return the product, if you have received it.

The payment processor will reverse the transaction in accordance with the law and its rules.

6. United States and other countries

6.1. In the United States, there is no general right of withdrawal for online purchases: the seller's return policy applies, which must be displayed before purchase, plus Cashwing's payment protection (section 2) and your rights with your card issuer (disputes or chargebacks).

6.2. In other countries, the seller's policy, payment protection, and the mandatory consumer rights of your country apply.

6.3. If you are a seller and your customer is in a country with a right of withdrawal (for example, Colombia or the European Union), you must honor it.

7. Cashwing's own services

7.1. Store plans, advertising, and Companion. You may cancel the renewal at any time; cancellation prevents future charges, and you keep the service until the end of the paid period. We do not issue partial refunds for a period that has already begun, unless required by law (for example, the 5-business-day right of withdrawal in Colombia as long as you have not started using the service) or unless the service could not be provided due to a failure on our part.

7.2. Cashwing Balance. Any unused balance can be refunded if you request it at services@cashwing.net, to the same payment method, deducting only the processor's costs where permitted by law.

7.3. Artificial intelligence credits and message packs. They can be refunded if you have not started using them, within 14 days after purchase.

7.4. Erroneous or duplicate charges are always refunded in full.

8. Commissions when there is a refund

If a sale is refunded, the commissions of Cashwing, affiliates, Cash Winners, and Masters are also reversed, as provided in the Terms and Conditions.

9. Abuse

False claims, withdrawals used to keep the product, or fraudulent disputes may result in suspension of the account and recovery of any amounts improperly received.

10. Contact

Claims and refunds: services@cashwing.net. If you are a consumer in Colombia, you may also go to the Superintendencia de Industria y Comercio (SIC, Colombia's consumer and data protection authority).