Refund Policy

Updated 28 October 2026.

1. Scope and relationship with the Terms of Use

This policy sets out when and how HINTUP refunds amounts paid for its services. It supplements the HINTUP Terms of Use and, in case of conflict regarding refunds or cancellation, prevails over them.

It applies to all plans, tools and services contracted from S. B. PASTRO TECNOLOGIA DA INFORMACAO LTDA (Brazilian tax ID/CNPJ 36.608.531/0001-09, Av. Paulista, 807, Suite 2315, São Paulo/SP, Brazil), hereinafter HINTUP, through any payment method and in any country.

By contracting a HINTUP service, the customer declares to have read and accepted this policy.

2. Definitions

• Subscription: recurring contracting of a HINTUP plan or tool, automatically renewed at the end of each cycle until cancelled.
• Billing cycle: period paid in advance — monthly, semi-annual or annual — counted from the charge date.
• First purchase: a customer’s first payment for a HINTUP service. Renewals, upgrades and re-subscriptions after cancellation are not a first purchase.
• Trial period: days of free use offered before the first charge, where applicable to the plan. It generates no charge and no refund.
• On-demand service: work performed by HINTUP upon request and billed separately (setup, integration, consulting, overage).
• Refund: return of an amount to the original payment method.
• Credit: deduction applied to future charges on the same account, with no cash return.
• Cancellation: ending automatic renewal, by the customer or by HINTUP.

3. Right of withdrawal — 7 days

The customer may withdraw from the first purchase within 7 (seven) calendar days of the first charge and receive a full refund, no justification required.

HINTUP grants this period to all customers, including businesses, although Brazilian consumer law (CDC, art. 49) guarantees it only to consumers. It applies once per account: renewals, upgrades and re-subscriptions do not create a new right of withdrawal.

Customers outside Brazil: 7 days is HINTUP’s minimum guarantee. Where the law of the customer’s country grants consumers a longer period to withdraw from distance contracts (for example, 10 calendar days in Argentina, Law 24.240, art. 34; 5 business days in Mexico, LFPC, art. 56; 14 days in the European Union, Directive 2011/83/EU), the longer period applies to customers who qualify as consumers in that country.

The request must be made through the channels in section 8 within the period. The date the message is sent is what counts.

4. Refunds for monthly, semi-annual and annual subscriptions

Outside the withdrawal period, the general rule is: charges for cycles already started are not refunded. Cancellation prevents the next charge and the customer keeps access until the end of the paid period.

“Use of the tools” means any tool active in the customer’s store after the charge date, as verifiable in HINTUP’s records.

HINTUP sends an e-mail notice 5 (five) days before each renewal to the address registered on the account. Renewal occurs on the same date as the previous cycle.

5. Cancellation

Cancelling and requesting a refund are different acts. Cancellation ends automatic renewal; a refund returns money and follows sections 3, 4 and 6.

• The customer may cancel at any time, without penalty, through the dashboard or the channels in section 8.
• Cancellation applies to the following cycle. Access to the tools continues until the end of the period already paid.
• To avoid the next charge, cancellation must be requested at least 2 (two) business days before the renewal date. Later requests prevent the renewal after that.
• At the end of the paid period, the tools are deactivated in the customer’s store and account data remains available for export for 6 (six) months, after which it is deleted in accordance with the Privacy Policy.
• Cancellation by HINTUP for breach of the Terms of Use (clauses 13 and 14) carries no refund. Cancellation by HINTUP without cause entitles the customer to a pro-rata refund of the unused days of the paid cycle.

6. Situations with a refund or credit

Regardless of the withdrawal period, HINTUP returns amounts in the cases below.

Under clause 11 of the Terms of Use, HINTUP is liable only for failures it caused. The following do not entitle to a refund or credit: failures in the customer’s e-commerce platform (Nuvemshop or other), in the store theme, in third-party apps, in the customer’s connection or in settings made by the customer.

HINTUP may require evidence (screenshots, dates, order numbers) to analyse the request.

7. Situations without a refund

No amounts are returned, in whole or in part, in the cases below.

• Partial use of the cycle: unused days of a month, semester or year already charged, outside the cases in sections 3 and 6.
• Non-use: tools contracted but not configured or not activated by the customer’s decision.
• Business results: lack of growth in sales, conversion or any business metric, under clause 11.3 of the Terms of Use.
• On-demand services already performed or started, even if the customer later withdraws.
• Plan upgrade: the difference charged on upgrade is not returned on a later downgrade.
• Third-party fees: card, bank slip, Pix, currency exchange and intermediation fees charged by banks, acquirers or gateways, under clause 5.3 of the Terms of Use.
• Account closed by HINTUP for breach of the Terms of Use, fraud or non-payment.
• Change of e-commerce platform, closure of the store or change of domain by the customer.
• Requests made outside the deadlines in sections 3, 4 and 6.
• Trial periods and promotional coupons, which have no cash value.

8. How to request a refund

1. Send the request via WhatsApp +55 11 97854-3891 or the form at hintup.io/contact, from the e-mail or phone registered on the account.
2. Provide: store name or domain, account e-mail, date and amount of the charge, payment method and the reason for the request.
3. HINTUP replies within 5 (five) business days, during the support hours in the Terms of Use (Monday to Friday, 10 a.m. to 6 p.m., Brasília time), approving, declining with reasons or requesting further information.
4. Approved refunds are processed within 10 (ten) business days of approval.

How the money is returned

HINTUP processes payments through more than one gateway. The return method follows what the gateway that processed the charge offers; direct transfer is used only when the gateway does not allow a reversal. Where the purchase was made through an authorised reseller (merchant of record) that issued the invoice, the reversal is carried out by the reseller, within the deadlines of this policy.

The amount returned is the amount paid to HINTUP. Exchange-rate variations and fees from the issuing bank or gateway are not compensated. HINTUP does not refund in cash, to third parties or to a payment method other than the original, except where technically impossible, as evidenced.

9. Chargebacks and disputes

Before disputing a charge with the bank or card network, the customer must contact HINTUP through the channels in section 8. Most cases are resolved faster than a chargeback takes.

• A chargeback opened without prior contact with HINTUP suspends access to the tools until the dispute is concluded.
• If the dispute is decided in the customer’s favour, the account is closed and there is no further refund. If decided in HINTUP’s favour, access is restored once the amount is settled.
• Charges already refunded by HINTUP cannot be disputed. If they are, HINTUP will present proof of the refund to the bank and may recover any amount received twice.
• Repeated or fraudulent chargebacks constitute a breach of clause 13 of the Terms of Use and authorise permanent closure of the account.

10. Changes and contact

HINTUP may change this policy at any time by publishing the new version on its website with the update date. Refund requests follow the version in force on the date of the charge they refer to.

Questions about this policy: WhatsApp +55 11 97854-3891 or hintup.io/contact.

S. B. PASTRO TECNOLOGIA DA INFORMACAO LTDA — CNPJ 36.608.531/0001-09 — Av. Paulista, 807, Suite 2315, São Paulo/SP, Brazil. Courts of the city of São Paulo/SP, except that consumers may bring claims in the courts of their own domicile, including where the law of the customer’s country so provides, under clause 16 of the Terms of Use.