Zela
PT-BREN

Refund Policy

Last updated: May 26, 2026

30-day money-back guarantee

Every paid Zela plan carries an unconditional 30-day money-back guarantee. If within that period you conclude that the product does not suit your business, we return the full amount paid — no justification, no form and no attempt to talk you into staying.

What is covered

  • The first charge on any paid plan, monthly or yearly, within 30 calendar days counted from the date of the charge.
  • A charge made in error — a duplicated plan, an amount different from the one advertised, or a renewal you had already cancelled. In those cases there is no deadline: we refund as soon as we identify it.
  • Prolonged unavailability of the service through our fault, proportional to the period affected.

How to ask

  1. Write to contato@zelatus.com from the account email, saying only that you want a refund. You do not have to explain why.
  2. We confirm the request within 2 business days.
  3. The refund is paid by Paddle, our authorised reseller — they are the ones who made the sale — back to the same payment method used for the purchase. How long the money takes to appear depends on your bank or card issuer — usually between 5 and 10 business days, and it may land on a later statement.
  4. Once the refund completes, the subscription ends and the company returns to the free plan. Your data stays where it is; what changes are the limits.

Cancelling is not the same as asking for a refund

You can cancel the subscription at any time, on your own, in your account settings. Cancelling stops the next charges and you keep the plan until the end of the period you have already paid for — there is no pro-rata refund of the remaining days.

A refund is different: it undoes a charge. Within the 30-day guarantee, you only have to ask.

What is not refundable

  • Renewals after the guarantee period, where the service was available and in use. In that case the route is to cancel, avoiding the next charge.
  • Accounts terminated for breach of the Terms of Use — for example, unlawful or abusive use.
  • Rollout and training services already delivered under Enterprise contracts, which follow whatever the signed contract says.

Your rights as a consumer

This policy adds to the rights Brazilian law already guarantees and does not replace them. For purchases made away from business premises, the Consumer Protection Code (Law 8.078/1990, art. 49) grants a 7-day right of withdrawal — our 30-day guarantee is broader than that period, and it is the one we apply.

Who is responsible for this policy

HOTFY SOLUTIONS LTDA, operator of the Zela platform. Questions about billing or refunds: contato@zelatus.com.