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Refund Policy

Last updated: April 30, 2026

Summary

Situation Refund
Cancellation within 7 days of first signup or upgrade 100% (CDC art. 49)
Monthly plan cancelled after 7 days No pro-rata refund; service stays active until end of paid cycle
Annual plan cancelled after 7 days No refund, except for SLA breach
Enterprise SLA breach (99.95%) Pro-rata credit per contract
Duplicate billing / billing error 100% within 5 business days
Verified card fraud Full chargeback

Right of withdrawal (CDC art. 49)

As a remote contract, every customer has 7 calendar days from payment confirmation (date of Stripe checkout.session.completed) to cancel without reason and receive a full refund. Email us; we process within 5 business days via Stripe.

How to request

  1. Email billing@telecomtowerpower.com.br with:
  2. Account email;
  3. Last 4 digits of card (validation only);
  4. Stripe payment ID (ch_... or pi_...), if available.
  5. We acknowledge in 2 business days and process refund in 5 business days.
  6. Funds settle in 5–10 business days after refund (varies by bank).

Enterprise SLA credits

For Enterprise, on documented monthly SLA breach (99.95%):

  • < 99.95% and ≥ 99.0% → 10% credit on next invoice
  • < 99.0% and ≥ 95.0% → 25% credit
  • < 95.0% → 50% credit

Credits are applied automatically after incident review; the report is available in the portal.

Card disputes (chargeback)

Please contact us before opening a card dispute — we resolve almost every case within hours. Good-faith disputes do not block your account. Fraudulent disputes (confirmed usage followed by chargeback) may trigger key revocation.

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