Draft — pending legal review

Cancellation and Refund Policy

How to cancel, what is refunded, and what happens to your data afterwards.

Version 2.0 · in effect since September 29, 2026

Courtesy translation. In case of divergence, the Portuguese version prevails. View Portuguese version

In plain language

Anyone contracting as a consumer has 7 days to withdraw and get everything back.
After that, canceling stops renewal: you use until the end of the paid period.
Cancelling? Export first. After the paid period ends, the account follows the free plan usage limits. Media retention follows the rule described below.
Data remains recoverable for 30 days after the end of the contract. After that, it is deleted.
Recruitment credits do not expire; the unreserved balance can be refunded when the account is closed.

This summary helps to understand, but does not replace the text of the clauses below.

1.1Through the panel, in Plan, or by email to contato@paineltap.com.br.
1.2The cancellation is registered for the end of the current cycle: the subscription stops renewing and access continues until the already paid date.

2.1Anyone contracting online as a consumer may withdraw within 7 calendar days of the contract and get the full amount back, adjusted, without penalty.
2.2Just write to contato@paineltap.com.br within the period. We immediately confirm receipt and, within the same timeframe, notify the financial institution or card issuer so that the transaction is not charged on the statement or is reversed. The refund is made through the same payment method.
2.3The right of withdrawal is inalienable and is not waived by using the service during this period.

3.1Monthly subscription: there is no refund for the current month; access continues until its end.
3.2Annual subscription: there is no automatic proportional refund, except for service interruption due to our fault or non-compliance with the Service Level Agreement.
3.3One-time period payment: follows the same rule as the annual plan.
3.4Billing failure does not generate retroactive billing for an unused period.

4.1After the paid period ends, the account follows the free plan usage limits. When a prepaid period expires, a subscription is automatically suspended, a subscription is canceled after a failed charge, or support moves the account to the free plan, earlier media keeps its contracted retention period, with access limited to the free plan; new media follows the free plan period, except under the non-payment suspension rule. On voluntary cancellation, media moves to the free plan period when the paid period ends.
4.2Recordings are automatically deleted when they reach the retention period applicable to each file.
4.3Once the account is closed, data remains recoverable for 30 days upon request from the account holder.
4.4After this period, data is irreversibly deleted within 60 days, except for legal retention obligations, such as access logs for 6 months and tax documents.
4.5Backups are deleted within 30 days.
4.6Cancelling the subscription does not close the account: it moves to the free plan and the data remains stored. To delete the data, close the account in the dashboard or request it by email.
4.7Export before canceling: the product allows downloading responses in CSV, reports in PDF, and recording videos.

5.1If renewal fails, we notify you by email on the same day. There is a 7-calendar-day grace period to settle the payment; if it is not settled within that period, paid benefits move to the free plan limits.
5.2During suspension after a failed renewal, media created before or at suspension keeps its contracted retention period. Media created during the suspension is also kept for the contracted period, with access limited to the free plan, while the charge can still be settled, up to 30 days from the suspension; if the subscription is canceled or that period ends without payment, it moves to the free plan retention periods. Suspension does not extend expiry dates already set.
5.3Confirmed payment allows the purchased benefits to be activated or restored after the offer is verified; data already deleted under the retention policy cannot be recovered.

6.1Participant recruitment credits do not expire and can be used across more than one study in the workspace.
6.2The reserved and unconsumed amount automatically returns to the wallet when recruitment ends.
6.3The unreserved balance can be refunded in money, through the same payment method when possible, upon request when closing the account.
6.4Anyone buying credits as a consumer may withdraw from the purchase of unused credits within 7 calendar days, with a full refund of that amount.
6.5Credits already consumed by accepted complete participations are non-refundable.