Refund and Return Policy

This Policy explains how cancellations, refunds and the right of withdrawal work for subscriptions and digital products purchased through Cool.

Notice: this is a template document

This text is a standard template provided by the Cool platform to help communities and creators get started. It reflects the spirit of Brazil's LGPD (Law No. 13,709/2018) and the GDPR (EU Regulation 2016/679), but it does NOT constitute legal advice. Before publishing, review it with a qualified lawyer to tailor it to your business, country and way of operating.

Right of withdrawal (7 days)

For purchases made outside a physical store (such as online), consumers in Brazil have a right of withdrawal within 7 (seven) calendar days from the contract or from receiving access, under art. 49 of the Consumer Protection Code (Law No. 8,078/1990). Within that period, you may cancel and receive a full refund of the amount paid for the initial purchase, with no need to justify. In other countries, equivalent local periods apply (for example, 14 days under GDPR/EU rules, subject to exceptions for digital content already accessed).

Subscriptions: cancellation and renewal

Subscriptions are billed on a recurring basis (monthly or yearly) until you cancel. You can cancel anytime, right from your account, and keep access until the end of the period already paid — there is no further charge after that. Outside the withdrawal window, amounts for periods already used are generally non-refundable, unless the selling community states otherwise or the law requires it.

Each community sets its product's policy

Cool is the platform; the seller is the owner of each community. Every community is required to publish its own product refund policy, shown on the sales page and at checkout before purchase. Where a community's policy is more favorable to the consumer than this general policy, the more favorable one prevails. Where it is silent, this general policy and applicable law apply.

How to request a refund

To request a cancellation or refund, write to privacidade@cool.app with the purchase email and the product. Requests within the withdrawal window are processed in full. The refund is issued to the same payment method used for the purchase, and the credit time depends on the provider (card, Pix or boleto) — usually up to 1–2 card statements.

Chargebacks and disputes

If you don't recognize a charge, talk to us first — we resolve most cases quickly. Opening a dispute directly with your bank (chargeback) may suspend your access while the payment provider reviews the case. Proven fraud results in a refund and blocking of the responsible account.