Refund Policy

1. General Provisions

Under Brazilian consumer protection law (CDC Art. 49), consumers may withdraw from contracts entered into outside a physical store — including online purchases — within 7 calendar days from sign-up or service delivery, without justification. International customers are subject to the same 7-day cooling-off window. This policy details how that right applies to each service category.

2. Voyia (WhatsApp Business API)

For monthly and annual subscriptions to the Voyia platform:

• Full refund within 7 calendar days of sign-up, provided the Official API configuration with Meta has not yet been completed.
• After your WhatsApp number is approved by Meta (a process started at the customer's request), refunds become prorated for unused time in the contracted month, deducting any messaging fees already charged by Meta.
• Annual plans cancelled after 7 days are refunded prorated for unused months, deducting the difference between the discounted annual rate and the full monthly rate for already-consumed months.
• Meta messaging fees (marketing, utility, authentication) already consumed are non-refundable, as they are passed through directly to Meta with no Agathas markup.

3. Paid Traffic Management

For monthly campaign management fees (Google Ads and/or Meta Ads):

• Full refund within 7 calendar days of sign-up, provided technical setup (plugin configuration, GTM, CAPI and dashboards) has not yet begun.
• After setup begins, refunds are prorated, deducting technical hours already invested (minimum of R$ 350 for setup).
• To cancel an ongoing contract, a 30-day notice is required to wrap up reporting cycles, hand back access and transition. There is no cancellation penalty.
• Media spend (budget paid directly to Google and Meta) is not charged by Agathas and is therefore not subject to refund from Agathas — any remaining balance in the ad account belongs to the customer.

4. Hosting Products

For Moodle hosting and managed hosting services:

• Full refund within 7 calendar days of sign-up, provided the environment has not yet been provisioned.
• After provisioning, prorated refunds apply for unused time, deducting setup fees and third-party licenses already acquired.
• Costs for domains registered in the customer's name, paid SSL certificates and premium plugin/theme licenses are non-refundable.

5. Development and Consulting Services

Custom development projects and consulting follow specific contractual conditions stated in each project's service agreement. Generally:

• Upfront deposit (typically 30% to 50% of project value) is non-refundable once work has effectively begun.
• Installments for milestones already validated and accepted by the customer are non-refundable.
• If cancelled mid-project, the technical work performed up to the cancellation date will be charged proportionally.

6. How to Request a Refund

To request a refund, email [email protected] with: invoice number, reason for the request and deposit details (bank, account, holder ID). Review takes up to 5 business days; approved refunds are processed within 10 business days via PIX, bank transfer or card reversal (according to original payment method).

7. Exclusions

Not eligible for refund:

• Meta messages already consumed (pass-through with no markup).
• Paid media spend (Google Ads, Meta Ads) — paid directly to the platforms.
• Third-party licenses (premium plugins, themes, certificates, domains).
• Technical hours already executed on custom projects.
• Sign-ups older than 7 days where the service has already been used and validated by the customer.

8. Changes to This Policy

This policy may be updated to reflect changes in products, regulations or market conditions. Previous versions are available on request. The version in force at the time of sign-up governs the contractual relationship.