Refund & cancellation policy
The short version. Changed your mind before the kick-off call and before any work started? Full refund, no questions and no forms. Once production has started you pay only for what was already produced. Once the sprint is fully delivered the withdrawal right no longer applies, because you asked at checkout for the service to start right away.
Your right to withdraw
You buy at a distance, so the law gives you a cooling-off period. Which one applies depends on where you live, and we honour whichever is more favourable to you:
| Where you are | Period | Basis |
|---|---|---|
| Brazil | 7 days from the purchase | Article 49 of the Consumer Protection Code (Law 8.078/1990) |
| European Union and United Kingdom | 14 days from the purchase | Consumer Rights Directive 2011/83/EU and its national transpositions |
| Anywhere else | 14 days from the purchase | Our own policy, applied voluntarily |
You do not have to give a reason and you are not asked for one.
Why the sprint starts before the period ends
A content sprint is a service, and a service you asked to start immediately is treated differently from a product in a box. At checkout you tick a box that asks us to begin right away. The law requires us to be explicit about what that means, so here it is:
- We can start producing before the cooling-off period is over, which is what makes the 30-day delivery window possible at all.
- Once the sprint has been fully performed, the withdrawal right is spent and no refund is due under it.
- Until full delivery, the right is alive and you can still use it, paying only for the part already produced.
If you would rather we did not start before the period ends, say so by email right after paying. We hold the slot and the clock simply starts later.
Withdrawing while the sprint is running
You pay a proportionate amount for what has already been produced, and we refund the rest. In practice:
| When you cancel | What you pay | What comes back |
|---|---|---|
| Before the kick-off call and before any production | Nothing | 100% |
| After the kick-off call, before the first batch | Strategy, plan and call only | The balance, normally 80% |
| After the first batch is delivered | The videos already delivered, pro rata | The balance for videos not produced |
| After full delivery | The full price | Nothing under the withdrawal right |
The pro rata amount is the number of videos actually delivered divided by the number in your package. We show you the calculation in writing before refunding anything.
If the work is not what was agreed
This is a separate right and it is not limited to 7 or 14 days. If a delivery does not match the agreed brief, tell us within seven days of receiving it. We fix it first, at no cost. If we cannot bring it in line with what was agreed, you get a refund of the part concerned. Under articles 18 and 20 of the Brazilian Consumer Protection Code you may also require the service to be redone or the price to be reduced proportionately, and you choose which.
If we cannot deliver
If we cannot open your slot, or cannot deliver inside the agreed window for reasons on our side, you choose: a new date, or a full refund. We do not keep money for work we did not do.
How to ask, in one step
Write to hello@inflouno.com from the email address used at checkout, quoting the reference on your Stripe receipt. That is the whole procedure. There is no form to fill, no phone queue and no retention script. Cancelling is deliberately as easy as buying, which is what article 49 of the Consumer Protection Code requires.
We reply within one business day and confirm in writing what is refundable before doing anything.
How the money comes back
- Refunds go to the original payment method through Stripe. We cannot legally send them anywhere else.
- We process an approved refund within three business days of approving it.
- Your bank or card issuer then takes its own time, usually five to ten business days.
- You receive a credit note by email for your accounts.
- Currency conversion differences applied by your own bank are outside our control and are not part of the refunded amount.
Chargebacks
If something is wrong, email us first. A chargeback opened before you have contacted us costs both sides time and money, and a direct email is almost always faster. We keep the brief, the delivery record and the written approvals for every sprint, and we submit them if a dispute is opened. This paragraph does not limit your right to dispute a charge with your bank.
Contact
Luan Oliveira da Silva, trading as Inflouno · CPF 495.192.358-09
Av. Francisco Inácio Godoi Zerbinatti, 92, Jd. São Rafael 2, Araraquara, SP, 14806-853, Brazil
hello@inflouno.com