Refund Policy

This policy explains when PZX refunds payments for its subscription products (Link by PZX, Konn and any other PZX product sold as a subscription). It complements our Terms of Use. Where the law of your country gives you more rights than this policy, the law prevails. Where you have a separately signed agreement with PZX, that agreement prevails over this policy.

1. Who sells to you and who charges you

Your purchase is made with one of two partners, depending on where you are:

- Outside Brazil: Paddle.com Market Ltd. (Paddle) is the seller of record. Paddle sells you the subscription, issues the receipt and invoice, handles taxes, and processes refunds. This policy is the minimum you can count on; where Paddle's own buyer terms are more generous, Paddle's terms apply.

- In Brazil (customers who register a CPF or CNPJ): PZX sells to you directly, bills in Brazilian reais and collects payment through Stripe.

The seller and the currency are shown at checkout and on your receipt.

2. First purchase: 14 days

You can request a full refund of the first payment of a subscription within 14 days of the charge, for any reason. This applies to monthly and annual plans alike.

- When a subscription starts with a free trial, the first charge after the trial counts as the first purchase.

- When you upgrade within those 14 days, the 14-day window keeps running from the original charge; the upgrade difference is refunded together with it if you ask within the window, and is not refundable on its own afterwards.

- This 14-day refund is available once per organization (or per customer, for personal accounts). Cancelling and subscribing again does not restart it.

3. Renewals: 7 days

Renewals are charged automatically at the end of each billing period. To avoid a renewal, cancel before the period ends: cancellation takes effect at the end of the period you already paid for, and you keep access until then.

A renewal charge is refundable in full if you ask within 7 days of the charge. After 7 days it is not refundable, except in the cases of section 5.

4. Annual plans, plan changes and cancellation mid-cycle

- Annual plans are a 12-month commitment paid upfront. The 14-day (first purchase) and 7-day (renewal) windows are the only refund windows. Outside them, cancelling an annual plan stops the next renewal; there is no partial or prorated refund for the months not yet used, and access continues until the end of the paid year.

- Cancelling a monthly plan mid-cycle likewise gives no partial refund; access continues until the end of the paid month.

- Downgrades take effect at the next renewal. Upgrades are prorated: you pay only the difference for the remaining days.

- Seats (products billed per seat, such as Konn): seats added mid-cycle are charged prorated for the remaining days; seats removed mid-cycle are not refunded and stop being charged at the next renewal.

5. Charges we always refund

Regardless of timing, we refund in full any duplicate charge, any charge made after a confirmed cancellation, any charge for seats or add-ons you did not add, and any charge caused by a billing error on our side or on the side of our payment partner. Section 5 prevails over section 6.

6. What we do not refund

Except as provided in section 5 or required by law, we do not refund:

- accounts terminated for violating the Terms of Use;

- add-ons and usage-based credits that have already been consumed;

- unused usage-based credits after they expire (each credit pack states its expiry) or when the subscription ends;

- charges outside the windows in sections 2 and 3.

7. Right of withdrawal in Brazil

If you are a consumer in Brazil buying for personal use, you have the right to withdraw from the purchase within 7 days of contracting or of the service becoming available to you, whichever is later, under article 49 of the Consumer Defense Code. This right is unconditional and does not depend on the windows above. Withdrawal requests are processed on receipt, and the amounts paid are refunded with monetary adjustment as the law requires.

Buyers registered with a CNPJ purchasing for business use get the same 14-day and 7-day windows described in sections 2 and 3 as a contractual benefit, not as a statutory consumer right.

8. How to request a refund

Open a request at https://pzx.app/contact/support, or write to support@pzx.app. Requests must come from the account owner or a billing administrator of the organization; if you have lost access to that mailbox, use the support form and we will verify your identity another way. State the organization name and the date of the charge. Purchases sold by Paddle can also be requested directly through Paddle at paddle.net.

We answer within 5 business days (withdrawal requests under section 7 are processed on receipt). Approved refunds go back to the original payment method:

- Cards: typically 5 to 10 business days after approval, depending on the issuer.

- Pix: returned to the paying account, usually within 1 business day of approval.

- Boleto: we need the payer's bank details to return the amount; the refund is made within 5 business days after we receive them.

- If the original card or account is closed or expired, we will ask you for another account in your name.

9. Chargebacks

Please contact us before disputing a charge with your bank or card issuer: we resolve legitimate refunds faster than a dispute does. A chargeback filed without contacting us first may lead to the suspension of the organization's paid features until it is resolved, and a chargeback closes any refund request open for the same charge.

10. Changes and language

We may update this policy; the date at the top shows the current version. Changes apply to charges made after they are published. This policy is published in several languages; the English version controls, except that the Brazilian Portuguese version controls for customers billed in Brazil.