Refund Policy

1. Right of Withdrawal (14-Day Cooling-Off Period)

If you purchase our service as a consumer (for personal use, not business), you have a legal right to withdraw from the contract within 14 days of purchase without providing a reason. This is known as the "cooling-off period."

1.1 How to Calculate 14 Days

The 14-day period begins the day after you finalize your purchase (e.g., if you buy on the 1st, the period ends at the end of the 15th).

If the period ends on a weekend or public holiday, it may extend to the next working day.

1.2 No Justification Needed

You can cancel within 14 days for any or no reason. Feedback is appreciated but not required.

1.3 Digital Service Commencement

Our service is a digital product available immediately after purchase.

By using the service right away (e.g., asking questions), you request immediate commencement.

If you start using it and later cancel within 14 days, you may owe payment for the portion used.

1.4 Effect of Withdrawal if Service Used

If you cancel within 14 days after using the service, you receive a pro-rata refund for the unused portion.

Examples:

• Package of 50 questions: If you use 10 (20%), you'd get ~80% refunded for the unused 40.
• Monthly subscription: If you use 5 days, you'd be refunded for the remaining days.

Charges for used service apply only if you requested immediate use during the cooling-off period.

1.5 If Service Not Used

If you haven't used the service at all within 14 days, you receive a full refund.

1.6 When Withdrawal Right Does Not Apply

After 14 days, the statutory withdrawal right expires.

If you fully use a one-time service (e.g., all 10 requests in a plan) within 14 days with consent, the right may not apply to that completed service.

Cases are reviewed individually, but fully used services typically cannot be refunded.

1.7 How to Exercise the 14-Day Right

Notify us clearly within 14 days via email to support@contabilista.io.

Example: "I hereby withdraw from my Contabilista purchase made on [date]. Please refund the payment."

No specific form is required, just a clear intent to cancel.

Requests are valid if sent before the 14-day period ends.

2. Voluntary Refund Policy (Beyond Legal Requirements)

Beyond your legal rights, we offer a voluntary refund policy to ensure fairness and satisfaction.

2.1 Unused or Heavily Unused Services (Goodwill Refunds)

If you barely use a plan after 14 days (e.g., 2 of 50 requests), we may refund the unused portion.

Requests should be within a reasonable time (e.g., 1-2 months) and most of the service must remain unused.

Evaluated case-by-case, but we aim to be accommodating.

2.2 Dissatisfaction with Quality

If the service quality disappoints (e.g., unhelpful answers), contact us.

We may offer a refund, credit, or solution, even after 14 days, depending on the issue.

Provide details so we can improve; we aim for happy customers.

2.3 7-Day Courtesy Window

We historically offered refunds within 7 days for valid reasons, now extended to 14 days per law.

Within a week, refunds are nearly guaranteed (minus used value) with minimal hassle.

2.4 Limitations

Voluntary refunds are for genuine cases, not abuse (e.g., repeatedly using most of a plan then requesting refunds).

Refunds may be denied if you violate our Terms of Service (e.g., misuse or illicit activity).

2.5 Important Note

This voluntary policy complements, but does not limit, your statutory rights.

3. Conformity and Quality Guarantee

Under consumer law, our service must meet advertised standards and quality expectations.

3.1 Service as Described

We promise instant, accurate answers based on Portuguese accounting rules, multilingual support, and expert-verified info.

If the service fails to meet these claims (e.g., consistently wrong answers), it may be non-conforming.

3.2 Legal Guarantee (Defective Digital Service)

Portuguese law provides a 3-year guarantee for digital services, effective since January 2022.

Examples of defects:

• Doesn't match description or demo.
• Not fit for normal or agreed use.
• Lacks promised quality/performance.

Remedies:

• We fix issues free of charge and quickly.
• If unfixable, you may get a price reduction or full refund.
• Severe cases may allow contract termination.

Timeframe: Issues within 3 years are presumed defects unless proven otherwise.

3.3 How to Invoke Guarantee

Contact us with details of the issue.

We'll propose a solution or timeline; if unresolved, you can request a refund.

3.4 Exclusions

Guarantee covers our faults, not external issues (e.g., Telegram downtime, your internet).

It doesn't cover unmet extraordinary expectations we didn't promise.

4. Summary of Refund and Cancellation Scenarios

• Changed Your Mind (within 14 days): Yes – Full refund if unused, partial if used.
• Barely Used Service (after 14 days): Likely yes – Pro-rated refund for unused portion, if reasonable.
• Dissatisfied with Quality: Yes – Refund or solution offered based on issue.
• Service Outage/Technical Problem: Yes – Compensation for downtime or errors on our end.
• Violation of Terms by User: Maybe not – Refunds may be denied for abuse or fraud.
• Outside Refund Windows: Unlikely – Unless a defect emerges later under the guarantee.

5. How to Request a Refund or Cancellation

Contact Us: Email support@contabilista.io.

Include Details:

• Name/Telegram username.
• Purchase date and plan (e.g., "10-request plan, March 1, 2025").
• Reason (optional for 14-day withdrawal).
• Preferred outcome (optional).

Send Request: We'll review and respond.

Response Time: Within 2 business days; often resolved immediately.

Confirmation: You'll get an email once approved/processed.

6. Refund Process and Timing

• Method: Refunded to your original payment method (e.g., same card via Stripe).
• Amount: Full or pro-rata, as applicable; no fees charged to you.
• Processing Time: Initiated within 1-3 business days; legally up to 14 days.
• Account Reflection: 5-10 business days (bank-dependent).
• Notification: Confirmation emailed with transaction details.
• Service Access: Ends for full refunds; partial refunds retain agreed access.

7. No Waiver of Statutory Rights

This policy complies with and exceeds Portuguese/EU consumer laws.

Your legal rights (e.g., 14-day withdrawal, 3-year guarantee) always prevail over this policy.

8. Contact for Refunds and Complaints

Email: support@contabilista.io

Hours: Monday–Friday, 9:00–18:00 WET (responses often outside hours).

Escalation: Contact DECO, European Consumer Centre, or use the EU ODR platform if needed.