REFUND, GUARANTEE AND CANCELLATION POLICY, CERTU LTDA

Effective date: September 6, 2026

This page explains, in one place, when you get your money back and how to cancel. It is part of the Terms of Service. If any other page on the site says something different, what is written here prevails.

1. SUMMARY IN FOUR LINES

Canceling is free: at any time, from the dashboard, with no penalty and without calling anyone. The plan stays active until the end of the period you already paid for.
Guarantee of 30 days: if you don't like it within 30 days, we refund 100% of your money. No conditions.
7-day right of withdrawal: if you signed up as a consumer, you can withdraw within 7 calendar days and get everything back, without giving a reason.
Outside of that, there is no prorated refund for a month already started or for credit already used.

2. CANCELING YOUR SUBSCRIPTION

You cancel from the dashboard itself, in your account area, with the same login you use to sign in. You don't need to send an email, make a call or give a reason (we ask why, but answering is optional). It is the same channel you used to sign up, as required by Brazilian Decree No. 7,962/2013.

After you cancel, no new charges are made.
The plan keeps working until the last day of the period you already paid for. The date appears on the dashboard.
Canceling does not delete your account, your Brain, your CRM or your conversations. To delete everything, use Delete my account.
Annual plan: the cancellation takes effect at the end of the contracted year. The amount paid upfront is not partially refunded, except under the guarantee (section 3) or the right of withdrawal (section 4).

3. GUARANTEE OF 30 DAYS: IF YOU DON'T LIKE IT, WE REFUND 100%

It applies to every plan subscription with a WhatsApp agent purchased on the site (Start, Pro, Max, and Voice + WhatsApp for those who already have it). The period starts on the date you sign up.

If you don't like it within 30 days, we refund 100% of your money. There are no conditions, no steps to complete, and you don't need to give a reason. We refund everything you paid for the plan. On the annual plan, that is the amount for the whole year.

What the guarantee does not cover: credit packs bought separately, extra numbers, phone lines, voice minutes, add-ons, consulting hours and the standalone website.

Clinics and medical offices, results guarantee: if you signed up through the clinic offer, besides the guarantee above you have our promise of 10 appointment requests in 30 days. An appointment request is a booking the AI leaves ready on your dashboard for your front desk to confirm (or that it confirms on its own, if you turned that on). If in the first 30 days the account has fewer than 10, we refund everything you paid for the plan. The count is the one on the dashboard, and you request it the same way as the no-conditions guarantee.

The guarantee can be used once per CNPJ (Brazilian company tax ID). If you already got your money back and subscribe again, the normal cancellation rules apply.

Standalone courses and digital products have their own guarantee, written on the sales page (the studio course, for example, gives 15 days with a full refund). Where the page says nothing, the right of withdrawal in section 4 applies.

4. RIGHT OF WITHDRAWAL (7 DAYS)

If you signed up online as a consumer, article 49 of the Brazilian Consumer Protection Code (Código de Defesa do Consumidor, CDC) gives you 7 calendar days from the date you signed up to withdraw without needing a reason. In that case we refund everything you paid, with the adjustment the law requires, through the same payment method.

CertuAI products are made for businesses, in the course of their business activity, and in that relationship the CDC does not apply automatically. But we won't argue that with you: if you ask within the 7 days, we refund you. If more than 7 days have passed, you still have the guarantee of 30 days in section 3.

5. WHAT IS NOT REFUNDED

A month already started, outside the guarantee and the right of withdrawal. You cancel, you don't pay for the next month, and you keep using it until the end of what you paid for.
Credit already used: a reply sent, an image generated, a finished video, a campaign built, a call minute used. A credit pack bought separately and not yet used is reviewed case by case; write to us.
Extra WhatsApp number and phone line once activated, because the line is bought from the carrier for your use.
Consulting hours already delivered.
Number blocked by Meta/WhatsApp due to use that violates its policies (mass messaging, for example). This is in the Terms, section A3.
Free 50-message trial: it costs nothing, so there is nothing to refund.

6. HOW TO REQUEST IT AND HOW LONG THE MONEY TAKES TO COME BACK

Write to [email protected] or on WhatsApp at +55 48 99218-4265, with your account email and what you are asking for (guarantee, withdrawal or incorrect charge).

We reply through the same channel and tell you whether the request was accepted and why.
Credit card: the refund is requested from the card issuer on the day we approve it. When it shows up on your statement depends on your bank, and it usually takes up to two statements.
Boleto (Brazilian bank payment slip): we refund by bank transfer to an account under the same CPF or CNPJ (Brazilian individual or company tax ID) that paid, within 10 business days after approval.

7. INCORRECT OR DUPLICATE CHARGES

A duplicate charge, an amount different from what you signed up for, or a charge after cancellation is refunded in full, with no conditions at all, as soon as we confirm it in the payment system. Send us the receipt and the date.

8. IF YOU SIGNED UP THROUGH A PARTNER

When the plan is sold and billed by a CertuAI partner under their own brand, the price, the guarantee and the refund are the ones the partner agreed with you. Ask them through the support channel shown on your dashboard. If the partner does not respond, write to us and we will help sort it out.

9. CONTACT

Support: [email protected] · WhatsApp +55 48 99218-4265 · Legal: [email protected]

Certu Ltda · CNPJ 65.868.342/0001-73 · Florianópolis, SC, Brazil