Myndchat Refund Policy
This page states, before you subscribe, in which situations your money comes back, how long it takes and by which route. It forms part of the Terms of Service and expands on section 8 of them.
The main rule, without hedging: you have 7 calendar days from subscribing to change your mind and get back everything you paid, with no need to justify yourself. Just write to support@myndchat.com within the window. This is the right of withdrawal under article 49 of the Brazilian Consumer Protection Code, it applies to everything bought online, and we neither narrow it nor attach conditions to it.
Outside that window, the summary is this:
- cancelling is always possible, at any time, with no penalty;
- access continues until the end of the period you already paid for;
- there is no pro-rata refund for unused days, and that applies to both the monthly and the annual cycle;
- incorrect charges, defective service and breaches on our side are a different matter, and there the money does come back — section 4 explains.
The cost of channel messages does not enter into any calculation on this page. That charge is made by the channel provider directly to you, does not pass through Myndchat, and we cannot refund what we never received. Section 6 goes into detail.
If anything here diverges from the Terms of Service on refunds, this policy prevails, being the more specific one. In any case, nothing on this page removes a right the Brazilian Consumer Protection Code guarantees you.
Contents
- 1. The 7-day right of withdrawal
- 2. Cancelling outside the withdrawal window
- 3. The annual plan paid upfront
- 4. When the money comes back, with no waiting period
- 5. How to ask, and how long the money takes
- 6. Message costs are not refundable by us
- 7. Changes to this policy, and contact
1. The 7-day right of withdrawal
The right of withdrawal is the strongest rule on this page, and it is statute: for contracts entered into away from business premises — which includes everything bought online — the consumer may withdraw within 7 calendar days and get back what they paid.
| Question | Answer |
|---|---|
| How long do I have | 7 calendar days from the date you subscribed |
| Do I have to justify it | No. Withdrawing without a reason is exactly what the right guarantees |
| How much comes back | Everything you paid on that subscription, with nothing withheld for days used and no fee |
| What if I used it a lot in those days | It changes nothing. Use during the reflection window does not reduce the refund |
| How do I ask | A message to support@myndchat.com within the window. The date that counts is when you send it, not when we reply |
| Does it apply to the annual plan | It does. The window and the full refund are the same |
We confirm receipt of the request immediately, through the same channel it arrived on, and that confirmation is your evidence that the request was made within the window.
The window runs from subscription, not from first use. If you signed up and only logged in on the tenth day, the withdrawal window will already have passed — which does not affect ordinary cancellation, available at any time, nor the rights in section 4.
Add-ons and packages taken out together with the subscription follow the subscription: if you withdraw from it within the window, they come back too. An add-on taken out later has its own window, counted from the date it was taken out.
2. Cancelling outside the withdrawal window
Cancelling is always possible, at any time, with no penalty and without having to speak to anyone: you cancel inside the platform, and you may also request it in writing.
| Situation | When it takes effect | What happens to the money |
|---|---|---|
| Cancelling on the monthly cycle | At the end of the period already paid for | No new charge. What you already paid covers access to the end of the month you bought |
| Cancelling on the annual cycle | At the end of the period already paid for | No new charge. There is no pro-rata refund for the remaining months |
| Downgrading a plan | At the end of the period already paid for | You stay on the current plan until then; the smaller plan starts on the next cycle, with no refund of the difference |
| Upgrading a plan | Immediately | The difference is charged pro rata for what remains of the cycle |
| Cancelling an add-on | At the end of the period already paid for | Follows the same rule as the subscription |
Access until the end of the paid period is not a consolation prize: it is the service you subscribed to and paid for, and it continues in full until the date you bought. We do not reduce features or cap volume after a cancellation request.
A clause that limits your rights, which is why it is highlighted rather than buried. Outside the 7-day withdrawal window, and outside the cases in section 4, we do not refund amounts pro rata for an unused period. If you cancel in the second month of an annual plan, you keep access until the end of the twelve months and do not get back the ten you will not use.
Cancelling does not delete your data. On closing the account you have 30 days to export it; after that, deletion follows the periods in the Data Processing Addendum. Cancellation and deletion are different acts, and the second is deliberate.
3. The annual plan paid upfront
This section stands on its own because the annual plan paid in one go is the case where the rule in section 2 weighs most, and hiding that inside a table would be dishonest.
| When you ask | What happens |
|---|---|
| Within 7 days of subscribing | Full refund of the annual amount, with nothing withheld and no justification required |
| After 7 days | Access kept until the end of the twelve months subscribed, with no pro-rata refund |
| At any time, for a defect, an incorrect charge or a breach on our side | The rules in section 4 apply, and they have no waiting period |
If the absence of a pro-rata refund on the annual plan is a problem for you, subscribe to the monthly cycle. We say this before the purchase, not after a cancellation request, because it is precisely the information that changes the decision for someone choosing between the two cycles. The annual discount is the counterpart of a twelve-month commitment; without that commitment, the monthly price is the price.
If you subscribed annually and your operation changed size, the route is an upgrade, which takes effect immediately and charges the difference pro rata. There is no downgrade with a refund in the middle of an annual cycle.
4. When the money comes back, with no waiting period
The situations in this section do not depend on the 7 days and do not depend on the cycle you subscribed to. They exist because the problem is ours, and Brazilian consumer law would guarantee them even if they were not written here.
| Situation | What we refund |
|---|---|
| Being charged twice | The duplicated amount, in full |
| Being charged after a cancellation was already requested | The amount charged in error, in full |
| Being charged for a plan or add-on you did not subscribe to | The amount charged, in full |
| A price increase applied without the notice period due | The difference overcharged |
| A service defect that prevents use and is not resolved within a reasonable time | The amount pro rata for the affected period, or the full cycle amount where the defect prevents use entirely |
| Account closure on Myndchat's initiative with no violation on your side | The amount pro rata for the period subscribed and not used |
Requests under this section have no waiting period and do not require you to have cancelled first. Write to support@myndchat.com describing what happened; if you prefer, the same request may go to juridico@myndchat.com.
The exception, stated plainly: closure for breach of the Acceptable Use Policy does not entitle you to a refund of the current period. It only follows the enforcement ladder described in that policy, with a warning, a recorded reason and the right to appeal to a person — and a successful appeal restores both access and billing. A serious and unambiguous violation may go straight to the last step, and even then the decision goes through human review.
5. How to ask, and how long the money takes
There is no mandatory form and no exclusive channel. A message in writing is enough, and what matters is the date it leaves you.
| Stage | Deadline | What happens |
|---|---|---|
| Confirmation of the request | Immediate | We confirm receipt through the same channel the request arrived on. That confirmation is your evidence of the date |
| Review | Within 5 business days | We say whether the money comes back, how much and why. A refusal always comes with the reason in writing |
| Refund issued | Within 10 business days of approval | The amount is refunded through the same payment method used to subscribe |
| Arrival on your statement | Depends on your bank or card issuer | The issuer's timeline runs after ours and is outside our control |
Refunds go back through the same payment method used to subscribe, because that is the route the payment processor allows and it spares you from sending us bank details. If that method no longer exists — a cancelled card, a closed account — we agree another route in writing.
We never ask for card details in order to refund money. The refund is issued through the same method as the charge, by the payment processor, and we do not need your card number for anything — we do not even hold it. Any message presenting itself as Myndchat and asking for those details to process a refund is a fraud, and can be reported to seguranca@myndchat.com.
If you disagree with our answer, you may write again asking for a review, and the second assessment is made by a different person. That neither replaces nor delays any right you have to take the matter to consumer protection bodies.
6. Message costs are not refundable by us
This is the most common confusion about billing on the platform, and it is worth explaining before it happens.
The message bill is yours, directly with the channel provider. Myndchat charges for the platform subscription. What WhatsApp, Instagram, Messenger or TikTok charge for messages is charged by them, to you, on your own account with each of them. That money never passes through us — and we cannot refund what we never received.
That is not a commercial choice of ours: the agreement we hold with Meta to operate as a technology provider expressly prohibits charging a customer for their use of Meta's messaging platform.
The platform shows an estimate of what each conversation cost, so you can track your own spend. It is an estimate for tracking, calculated against the channel's rate card, and it is neither a charge from us nor an invoice.
If you disagree with a message charge, the route is the channel's own support. We help you pull together what the platform recorded for that period, and that is usually enough to support the complaint.
7. Changes to this policy, and contact
A change that reduces a right described here is communicated at least 30 days in advance, at the account contact address, and does not reach a subscription already taken out: it applies from the cycle following the notice.
Corrections to wording, examples or internal deadlines that do not reduce any right of yours are published as a new version, without prior notice.
The withdrawal window and the cases in section 4 are statutory, and do not change through an amendment to this policy.
| Subject | Address |
|---|---|
| Refund requests, cancellation and billing questions | support@myndchat.com |
| Review of a refusal, and contractual matters | juridico@myndchat.com |
| Suspected fraud using the Myndchat name | seguranca@myndchat.com |
Myndchat is MYNDCHAT TECNOLOGIA LTDA, company number (CNPJ) 65.434.606/0001-80, registered at Avenida Brigadeiro Faria Lima, 1811, Sala ESC 1119, Jardim Paulistano, São Paulo/SP, 01452-001, Brazil, telephone +55 48 98434-0133. The Portuguese version of this policy prevails in case of divergence with the English version.