This policy presents rules for refunds, wallet reversals, physical product returns, customized digital services and situations without automatic refund.
Refunds for digital services
Refunds may occur when an order is rejected, canceled before processing or when confirmed delivery failure is attributable to the service. When applicable, the amount may return as customer wallet credit, respecting history, status and supplier rules.
Cases without automatic refund
There is no automatic refund for typing errors, incorrect technical data, incompatible requests, misuse attempts, service completed according to supplier rules, regret after digital execution has started, rule violations or impossibility caused by incorrect customer information.
Physical product returns
For physical products, returns depend on item condition, packaging, accessories, applicable deadline, support review, tracking and receipt proof. Used, damaged, violated or incomplete items may be refused or partially refunded.
Right of withdrawal and exceptions
In consumer relationships, withdrawal rights may apply according to applicable consumer law. For customized digital services started with authorization, consumed or tied to technical data, review considers the nature and execution stage.
Deadline and refund method
When approved, refunds may be issued as wallet credit, gateway reversal or another support-defined method, observing bank, acquirer, blockchain, intermediary and internal audit deadlines.
Support channels
Requests related to this policy must be submitted through the platform’s official channels, preferably from the authenticated customer panel. When applicable, include the order number, account email, payment identification, screenshots, files or technical details needed for review.