Refund and Cancellation Policy
Rules for renewal cancellation, withdrawal rights, and refund review.
1. Right of withdrawal
For purchases subject to the Brazilian Consumer Protection Code, consumers may exercise the statutory right of withdrawal within 7 days from signing or receiving the service, as applicable. This Policy does not reduce mandatory legal rights.
2. How to request
Requests must be sent through the official support channel with the account email, the charge in question, and the reason for the request. Do not send a full card number, security code, or password.
We will also review duplicate or incorrect charges, verified failures to provide access, and other cases covered by the offer or applicable law.
3. Review and processing
After validation, an approved refund will be requested through the same payment method whenever possible. The time for funds to appear depends on the provider, financial institution, and applicable rules and will be provided during support when available.
Card refunds are processed through the payment account that originated the charge. For Pix, refunds follow the features and procedures made available by the provider and financial system.
4. Subscription cancellation
Canceling a recurring subscription stops future renewals. Access generally remains until the end of the paid period. Cancellation must be completed before the next charge through the billing portal, when available, or official support.
Cancellation alone does not automatically refund an already paid period. Requests involving an initial purchase, renewal, plan change, or exceptional circumstance will be reviewed according to law, the presented offer, and the circumstances of the charge.
5. Situations requiring review
Local connection issues, incompatible devices, shared credentials, or breach of the Terms do not automatically establish a service failure. Even so, each request will be reviewed without excluding mandatory consumer rights.
6. Effect on access and contact
When a full refund is issued, access related to the charge may end after provider confirmation. To request cancellation, a refund, or clarification, use the official support channel shown on this page.