Refund Policy

1. Introduction

This Refund Policy describes the conditions under which Guara Cloud offers refunds to users of paid plans. Our goal is to ensure you have a positive experience with the platform and, if you are not satisfied, can request a full refund within the established timeframe.

In compliance with Article 49 of the Brazilian Consumer Protection Code (Law No. 8,078/1990), which guarantees consumers the right of withdrawal for contracts entered into outside of commercial establishments, Guara Cloud offers a 7 (seven) calendar day period for a full refund request from the date of the first payment.

This policy should be read in conjunction with our Terms of Service and Privacy Policy.

2. Eligible Plans

The refund policy applies exclusively to the following paid Guara Cloud plans:

The Hobby plan is free and therefore not subject to this policy. The Enterprise plan has custom contractual terms that include its own refund and cancellation conditions, negotiated individually.

3. Eligibility Conditions

To be eligible for a refund, all of the following conditions must be met simultaneously:

• Timeframe: the request must be made within 7 (seven) calendar days from the date of the first payment for the plan subscription.
• First cycle: the refund applies exclusively to the first billing cycle. Subsequent monthly renewals are not eligible.
• No overage charges: the account must not have any pending or processed overage charges during the period. This includes overages for CPU, RAM, build minutes, and storage.

If any of the above conditions are not met, the refund request will be denied.

4. How to Request

To request a refund, follow these steps:

• Access the support system at https://app.guaracloud.com/support.
• Open a new support ticket under the category "Billing" > "Refund Request".
• Provide the email address associated with your account and the reason for your request.
• Our team will review your request and respond through the same ticket.

Requests submitted through other channels (direct email, social media, etc.) will be redirected to the ticket system and may have a longer response time.

5. Processing

After receiving the refund request, the following process will be applied:

• Verification: our team will verify whether the request meets all eligibility conditions described in Section 3.
• Notification: you will be notified of the approval or denial of the refund through the support ticket.
• Processing time: approved refunds will be processed within 5 (five) business days after approval.
• Subscription cancellation: upon refund approval, your subscription will be automatically canceled and your account will be downgraded to the Hobby (free) plan.
• Resources and data: upon downgrade to the Hobby plan, your account will be subject to the free plan limits. Resources exceeding Hobby plan limits may be suspended.

6. Refund Method

The refund will be issued to the same payment method used in the original transaction, processed via Stripe.

• The refund amount will be full, corresponding to the total amount paid for the plan subscription, with no deductions.
• The credit may take 5 to 10 business days to appear on your card statement after processing, depending on the card-issuing financial institution.
• Guara Cloud has no control over the processing time of the financial institution. If the credit does not appear within the expected timeframe, we recommend contacting the card-issuing bank.

7. Exclusions

Refunds will not be granted in the following situations:

• Requests made after the 7 (seven) calendar day period from the first payment.
• Accounts that have overage charges for CPU, RAM, build minutes, or storage processed during the period.
• Hobby (free) plan subscriptions, as there is no amount to refund.
• Enterprise plan subscriptions, which have their own contractual terms.
• Accounts suspended or terminated for violation of the Terms of Service.
• Subscription renewals (second billing cycle onward). The refund applies exclusively to the first cycle.

8. Changes to This Policy

Guara Cloud reserves the right to modify this Refund Policy at any time. Significant changes will be communicated to users via email or platform notification at least 30 (thirty) days in advance.

Continued use of the platform after the changes take effect constitutes acceptance of the updated policy. We recommend that you review this page periodically.

9. Contact

For questions about this Refund Policy:

• Support: Open a support ticket
• General email: [email protected]