Refund Policy

01Our standard refund offer

Fewer than five means 0–4 interactions. The same conditions apply to a new paid plan, a one-time plan purchase and a subscription renewal. A renewal is not excluded simply because you have paid for PortuguesePal before.

A standard full refund returns the amount actually paid for the affected purchase or renewal, including applicable refundable taxes. We do not deduct a token fee, administration fee or payment-processing fee from an eligible standard full refund. A discount does not prevent eligibility; the refund is based on the discounted amount actually paid.

Each conversation with an AI tutor uses AI processing resources, including tokens, and creates a cost for PortuguesePal. This is why our standard offer has both a time limit and a usage limit. These costs do not, by themselves, justify a deduction from a refund required by law.

If more than 24 hours have passed or five or more interactions have been used, the payment does not qualify under this standard offer. We will still assess any applicable statutory right, service problem, billing error or additional refund protection described below.

02How we calculate the time and interaction limits

The 24-hour period. The period starts at the time of the relevant successful payment, rather than the date you first sign in or begin practicing. We assess timeliness using the submission time of your refund request, not the time our team opens or answers it. A weekend, holiday or delay in our review does not change that submission time.

One interaction. An interaction is one text or voice message that you submit to an AI tutor and that is processed by the service. The tutor's reply forms part of that same interaction; it is not counted as a second interaction. A submission that fails before being processed is not counted.

Relevant usage. We count interactions after the payment concerned across the tutors and conversation threads covered by the relevant plan. For a renewal, the count starts from that renewal payment. Practice from an earlier paid period is not added to the renewal's count.

History controls. Deleting a message, clearing conversation history or starting a new conversation does not erase usage that has already occurred for this assessment. You can still use those controls to manage your learning history.

Please pause further paid AI practice while your request is being reviewed. Eligibility under the standard offer is assessed at the time you submitted the request. If you believe a payment timestamp or interaction count is wrong, tell us so we can investigate and correct the record where appropriate.

03Full refunds and partial refunds

We determine the refund amount according to the basis for the refund, the agreed purchase terms and applicable law.

• Standard refund eligibility: if both conditions in Section 1 are met, we provide a full refund of the relevant payment.
• A legal entitlement to a full refund: we provide the full amount required by law, even if the standard time or interaction limits have been exceeded.
• A legal entitlement to a price reduction or partial refund: we calculate the amount using the remedy and method required by the applicable law.
• A cancellation for which the law permits a charge for service already supplied: we retain only a lawful, proportionate amount, and only when the necessary information, consent or express-request requirements have been satisfied.

Where a deduction is permitted, its basis must relate to the agreed price and the service actually supplied, taking account of the relevant period, value or usage as the applicable law requires. We explain the calculation. We do not impose an undisclosed per-token tariff or a fixed cancellation penalty, and we do not treat five interactions as automatically consuming the value of an entire plan.

If the legal conditions for a usage deduction are not met, we do not make that deduction. If a full refund is required, a partial refund or account credit cannot replace it without a legally valid choice by you. Any optional credit or alternative resolution is explained separately and does not remove mandatory remedies.

04Statutory cancellation and consumer rights

The 24-hour and fewer-than-five-interactions conditions are an additional commercial offer. They do not shorten a statutory cancellation period or exclude rights relating to faulty, misdescribed or undelivered services. If applicable law provides greater protection, that protection applies.

European Union, European Economic Area and United Kingdom. Where distance-contract withdrawal rules apply to your service contract, you generally have 14 days from the conclusion of the contract to withdraw without giving a reason. Any extension or exception required by law also applies. Contact [email protected] with a clear statement that you wish to withdraw. You do not need to use special wording or give a reason. Where applicable law requires an online withdrawal function, we provide that additional method; it does not restrict your ability to email us.

If you expressly request that a service begin during the withdrawal period, a proportionate charge for service supplied before withdrawal may be permitted, but only if all required information and authorization conditions are satisfied. For a service contract, loss of withdrawal rights after full performance also depends on the required prior request or consent and acknowledgment. Starting a conversation does not automatically mean the entire subscription has been fully performed.

Separately supplied digital content can be subject to different rules. Any loss of withdrawal rights requires the applicable express consent, acknowledgment and contract confirmation. Accepting our general Terms or merely logging in does not, by itself, establish a valid waiver.

A renewal does not automatically restart every statutory withdrawal period. Where the applicable law or binding purchase terms provide a new right on renewal or conversion to paid access, we honor it. Our separate 24-hour standard offer applies to purchases and renewals in either case.

Brazil. Where the statutory seven-day right of withdrawal applies to an online purchase, you may exercise that right within the legally applicable period, calculated from the relevant contract or receipt of the service as required by law. We return the amounts required by that right in full and without a token-usage deduction, with any monetary adjustment and timing required by Brazilian law.

Australia. Applicable consumer guarantees cannot be excluded. For a major service failure, you may be entitled to cancel and receive the refund required by law or keep the service with an appropriate price reduction. A lawful refund calculation may take account of service already supplied properly. Other failures must receive the remedy required by law; our standard time and interaction limits do not prevent those remedies.

United States, Canada and other locations. We honor applicable federal, state, provincial and local rules concerning cancellation, recurring billing, service quality and refunds. The requirements of a particular location or purchase can provide rights beyond our standard offer. Our registration in Wyoming does not remove mandatory consumer protections that apply to you.

05Service problems and billing errors

Paid PortuguesePal access is delivered electronically through your account after successful payment and order acceptance. There is no physical product to ship or return.

Contact us if your paid access is not activated, a purchased feature is materially different from its description, or a technical problem prevents the service from being supplied as agreed. Include a brief description and, if useful, the affected feature and time of the problem. We may ask for reasonable troubleshooting information to identify what happened.

We provide the correction, price reduction, cancellation, refund or other remedy required by applicable law. Troubleshooting does not remove an immediate refund right where the law gives you one, and a remedy is not refused solely because 24 hours have passed or five interactions have been used. AI-generated responses can contain errors, but that limitation does not excuse a failure to provide the service as agreed.

If you believe you were charged twice for the same purchase, charged an incorrect amount, charged without authorization or charged after an effective cancellation, contact us with the relevant payment details. We investigate and correct confirmed billing errors, including refunding an incorrectly collected amount where appropriate. Our standard time and interaction limits do not govern the correction of an invalid charge.

If we discontinue a paid service before the end of an agreed access period for reasons unrelated to your breach, we provide the appropriate refund for undelivered access or another remedy required by law.

06Canceling a PortuguesePal subscription

You can request cancellation of future renewal using the subscription-management controls available for your purchase or by emailing [email protected]. Any additional cancellation method required by applicable law also applies. You do not need to close your account or give a reason to stop future renewal.

Submit your cancellation before the next scheduled renewal charge. We act on valid requests without unnecessary delay and provide confirmation. Our review time does not change the submission time of a valid cancellation request. If a charge is incorrectly taken after an effective cancellation, we correct it.

Ordinarily, canceling future renewal lets you use the remainder of the period already paid for. It does not automatically refund an earlier payment or create a refund for unused days, except where this Policy, your purchase terms or the law provides one. A one-time purchase has no recurring renewal to cancel unless you separately enrolled in a subscription.

If you want both a refund and cancellation of future renewal, you can request both in the same email. We handle both requests and explain the outcome. A refund request alone does not confirm that future renewal has been canceled; our response will explain the status of your subscription and paid access.

07How to request a refund

Email [email protected]. You may use the subject line PortuguesePal refund request.

To help us locate the payment, include:

• The email address associated with your PortuguesePal account.
• The purchase or renewal date and the amount charged, if available.
• The order number or receipt, if available.
• Whether you are requesting a refund, cancellation of future renewal, or both.

You may explain the reason if you wish, but a reason is not required to exercise an applicable no-reason withdrawal right or our standard offer. A clear refund request submitted in time is not treated as late simply because we subsequently ask for information reasonably needed to identify the transaction or verify the request.

Do not send your password, full payment-card number or security code. If you cannot sign in or no longer have your receipt, contact us with the details you do have. Account access is not a prerequisite for asking us to help.

We explain the decision and, for a partial refund, the basis of the calculation. If you think relevant information was missed, reply to the same email so we can review it.

08Refund timing and payment method

Refunds are returned using the original payment method and transaction currency where possible. If that method cannot accept the refund, we arrange an appropriate alternative with you in accordance with applicable rules. We do not charge you a separate fee to issue the refund.

The time for an issued refund to appear in your account depends on the payment method and receiving institution. Card refunds often take approximately 5–10 business days after issuance, although timing can vary. This estimate does not extend our legal obligations. Currency conversion applied by your bank can affect the amount displayed in your local currency.

We send confirmation when the refund is issued. If it has not appeared within the expected processing period, contact us so we can help trace it. Any amount already refunded or reversed is taken into account to avoid refunding the same payment twice.

09Paid access, conversation history and account closure

A full refund that ends the relevant purchase also ends the paid access covered by that payment. When a refund relates to only part of a service or billing period, we explain which access continues and which access ends. Cancellation of future renewal is handled as described in Section 6.

You can delete an individual message, clear your conversation history or use the account deletion option. Deleting conversation history does not cancel a subscription or automatically request a refund. If you close your account, address any active subscription at the same time through the available controls or contact us so future billing can be stopped.

Closing an account does not remove a valid refund or other statutory right. Necessary payment and refund records may be retained for limited lawful purposes, as explained in our Privacy Policy. You can still contact support after account closure.

10Purchases handled by a separate seller

If the checkout or receipt identifies an app store, reseller or merchant of record as the seller, that seller may control payment collection and refund execution. Its binding purchase terms and any additional buyer protections applicable to your transaction also apply. This Policy does not remove those protections.

You can contact [email protected] for help identifying the transaction and the process that applies. We assist with the information or action within our control and remain responsible for our own obligations. Using a payment provider does not, by itself, remove our responsibility for the PortuguesePal service.

11Changes to this Policy

We may update this Policy and the date above to reflect changes in our service, payment arrangements or applicable law. Material changes affecting existing purchases are subject to the notice and agreement requirements that apply to those purchases.

We do not apply a later change retroactively to reduce an existing refund right. If this Policy conflicts with a mandatory legal requirement, that requirement takes priority.

12Contact PortuguesePal

For help with a PortuguesePal refund, renewal, cancellation or payment:

Related policies: Terms of Service and Privacy Policy.

?Frequently asked questions