This Policy supplements our Terms of Service and defines how cancellations and refunds work at IGNITE MARKETING LTDA, Brazilian company number (CNPJ) 55.310.184/0001-88. It applies to all subscription plans and custom projects.
Quick summary
- 7 days to request a refund of unused credits, counted from the payment date.
- Credits already consumed are non-refundable, as they represent a digital service effectively delivered.
- Approved refunds are processed within 5 to 10 business days.
- Requests go to contato@ignitemkt.com.br.
- Subscriptions can be cancelled at any time, with no penalty.
1. The 7-day refund window
You may request a refund of the amount corresponding to unused credits within 7 (seven) calendar days of payment confirmation. No justification is required within this window.
For consumers in Brazil, this period follows Article 49 of the Consumer Protection Code (right of withdrawal for contracts entered into outside business premises). For consumers in the European Economic Area, it follows the right of withdrawal under Directive 2011/83/EU, subject to Article 16(m) regarding digital content already supplied with express consent.
2. Treatment of credits already used
Refunds are calculated on the balance of unconsumed credits at the time of the request. Credits already used correspond to a digital service effectively delivered and are therefore non-refundable.
Example: on a US$ 149 plan with 50,000 credits, where 10,000 credits (20%) have been consumed, the refund corresponds to 80% of the amount paid, that is US$ 119.20.
Your usage statement is available in your dashboard and is sent along with our reply to the request, so you can verify the calculation.
3. Subscription cancellation
- You may cancel at any time, with no penalty and no minimum term.
- Cancellation stops future charges. Access remains active until the end of the cycle already paid for.
- Outside the 7-day window, there is no pro-rata refund for unused days within a cycle already started.
- Remaining credits stay available for 30 days after cancellation.
- To cancel, send your request to contato@ignitemkt.com.br at least 2 business days before the next charge.
4. Custom projects
Fixed-scope projects involve team allocation and staged execution. The rules are:
- Before execution begins: 100% of the amount paid is refunded.
- After execution begins, within 7 days: full refund, except for documented third-party costs already incurred specifically for the project (licences, domains, external services).
- After 7 days, with the project underway: pro-rata refund for stages not yet started, according to the proposal schedule. Completed and accepted stages are non-refundable.
- Interruption on our side: we fully refund amounts relating to anything not delivered.
5. Situations with no right to a refund
- Credits already consumed, as described in section 2.
- Services fully performed and formally accepted by the Customer.
- Requests made after the 7-day window, except as provided in section 4.
- Account termination due to a proven breach of the Terms of Service.
- Non-recoverable third-party costs already paid (licences, domains, platform fees).
- Dissatisfaction with business results where the contracted service was delivered as agreed.
6. How to request a refund
Send an email to contato@ignitemkt.com.br with the subject “Refund request” including:
- Full name or legal name of the account holder;
- The email address registered on the account;
- The plan purchased and the payment date;
- The order reference, if any;
- The reason for the request (optional within the 7-day window).
7. Review and processing time
- Acknowledgement of receipt: within 2 business days.
- Review and response: within 5 business days of a complete request.
- Processing of an approved refund: 5 to 10 business days.
- Credit card: after processing, the reversal may take up to 2 statement cycles to appear, depending on your card issuer — that timeframe is the issuer's, not ours.
- Bank transfer: refunded to an account under the same holder within the processing window.
We charge no administrative fee on approved refunds.
8. Chargebacks
If you do not recognise a charge, please contact us before opening a dispute with your card issuer. In most cases we resolve it within hours and with far less bureaucracy. Disputes opened without prior contact may result in temporary suspension of access until the issuer completes its review.
9. Contact
IGNITE MARKETING LTDA — CNPJ 55.310.184/0001-88
Email: contato@ignitemkt.com.br
Phone: +55 51 99513-2311
Business hours: Monday to Friday, 9am to 6pm (BRT, UTC−3)