This Policy explains how charges, automatic renewal, cancellation and refunds work for viralizi.ai Plans. It is part of the Terms of Use and uses the same definitions. The 1 million views guarantee has its own rules, set out in the Guarantee Terms.
In short. You can cancel online at any time, in the app or by writing to us, with no cancellation fee. Cancelling stops the next charges, and you keep access until the end of the period already paid. If you are a consumer in Brazil, you can withdraw within 7 days of buying and get back everything you paid, setup fee included. After that, the setup fee is refundable only until the twin is ready, and periods already started are not refunded pro rata, except in the cases listed in section 6 and under the guarantee. Refunds go back to the payment method you used. This summary does not replace the full text.
01What you pay for
viralizi.ai is a digital service sold by subscription. Depending on your Plan, you pay for some or all of these items:
| Item | What it covers | How it is charged |
|---|---|---|
| Setup fee | onboarding, the guided capture and building the digital twin | once, when you buy |
| Subscription | the videos and features of the Plan in each cycle | every month, or every year in annual Plans, renewed automatically |
| Extra videos (add-ons) | more videos per cycle on top of the Plan | with the subscription, in each cycle, while the add-on is active |
| Additional professional | setup and subscription for another Professional's twin in the same account, where offered | setup once, then with the subscription |
The price, the currency, what is included, the billing frequency and any free trial are shown before you pay, on the checkout page or in the proposal you accepted. In Plans with a separate setup fee, the first subscription charge happens only after the twin is approved, unless the offer you accepted says otherwise.
02Currency, taxes and payment methods
- Payments are processed by Stripe and, when it is offered at checkout, by PayPal. Card details go straight to these providers, which are certified under the PCI DSS security standard. We do not receive or store your full card number.
- In Brazil, prices are in Brazilian reais (BRL). You can pay the setup fee by card, in installments when offered, or by Pix. Subscriptions in Brazil are charged to a card.
- Outside Brazil, prices are in US dollars (USD) or, in some countries, in the local currency shown at checkout, with the currency code next to the amount. When the checkout shows an amount converted into your currency, Stripe makes the conversion at the time of payment. Your bank may charge its own fees for international purchases or currency conversion; we do not set or receive those fees.
- In Brazil, taxes are included in the price. Outside Brazil, applicable taxes, such as VAT or sales tax, may be added at checkout, and the total is shown before you pay.
- The charge appears on your statement as [DESCRIÇÃO NA FATURA DO CARTÃO].
03Automatic renewal
- Your subscription renews automatically at the end of each cycle (monthly, or yearly in annual Plans) and is charged to the payment method on file, at the price in effect, until you cancel.
- Before you pay, the checkout shows the price, how often you will be charged, that charges continue until you cancel, and how to cancel. By completing the purchase, you agree to the automatic renewal.
- After the purchase, we email you a confirmation with these terms and the instructions for cancelling.
- In annual Plans, we email you a reminder [PRAZO DO AVISO DE RENOVAÇÃO ANUAL] before each renewal, with the amount and how to cancel.
- At least once a year, we remind you of what your subscription includes, how much and how often you are charged, and how to cancel.
- Price changes follow section 12 of the Terms of Use: at least 30 days' notice, applied only from the next cycle, and you can cancel before they apply without a fee.
04Free trials and promotional prices
- When an offer includes a free trial, such as the Founders program, the checkout shows how long the trial lasts, the date of the first charge and its amount. If you do not cancel before the trial ends, the subscription starts and is charged on that date.
- We remind you [PRAZO DO AVISO DE FIM DO TESTE] before a free trial ends.
- When a promotional price ends, the regular price applies from the next cycle, and we tell you before that happens.
- The specific conditions of each promotion are shown when you join and follow section 13 of the Terms of Use.
05How to cancel
You can cancel online in as few steps as it took to sign up, in any of these ways:
- In the app, under Settings › Billing › Manage payment, then Cancel plan on Stripe's secure page. Only the account owner sees this option.
- By email to [E-MAIL DE CONTATO], from the account owner's email address, with the subject Cancel my plan.
- Through support in the app, or by phone at [TELEFONE], during [HORÁRIO DE SUPORTE].
- If you pay through PayPal, you can also cancel the automatic payment in your PayPal account.
What happens next:
- Cancelling stops all future charges. You keep access, and we keep producing the videos of the current cycle, until the end of the period already paid.
- We confirm the cancellation by email, with the date your access ends.
- There is no cancellation fee, unless your Plan has a minimum term in exchange for a special price, disclosed prominently before purchase. If a Professional withdraws consent, the Customer may cancel without any minimum-term fee.
- Add-ons can be removed the same way. The removal applies from the next cycle, and the videos already credited in the current cycle stay available until it ends.
- Cancelling does not immediately delete your data or your twin. What happens to them is set out in the Privacy Policy and on the Data Deletion page. To delete the twin at any time, use Twin › Revoke.
- To come back later, use Settings › Billing in the app. Where the rules of your Plan allow it, you pay only the subscription, without a new setup fee. The amount is shown before you pay.
06When you get money back
| Situation | What we refund |
|---|---|
| Withdrawal within 7 days of the purchase or of the start of the service, if you are a consumer under Brazil's Consumer Protection Code (art. 49) | everything you paid, including the setup fee |
| The Professional does not give consent, or withdraws it before the twin is ready | the full setup fee |
| The twin is already ready | the setup fee is not refunded, except where the law requires it or under the guarantee |
| You cancel in the middle of a cycle | no pro rata refund; you keep access until the end of the cycle |
| You cancel an annual Plan before the year ends | no pro rata refund of the year already paid; the Plan is not renewed |
| Through our fault, we cannot provide the Service, in whole or in part, during a cycle | the proportional amount of that cycle, or the missing videos in the next cycle, as you choose [CONFIRMAR] |
| We close your account through no fault of yours | the amounts paid for the period you did not use |
| You meet the conditions of the guarantee | what the Guarantee Terms provide |
| Duplicate charge or charge made in error | the full amount charged in error |
How to withdraw within 7 days: use the same channel you used to buy, or write to [E-MAIL DE CONTATO]. We confirm receipt right away and refund without delay. If you paid by card, we also notify the card issuer so the charge is reversed or not billed (Decree No. 7,962/2013, article 5).
If you live outside Brazil, any mandatory withdrawal or refund rights under your local law also apply.
07How refunds are paid
Refunds go back to the payment method, and in the currency, used for the purchase:
- card: reversed to the same card. The card issuer usually takes 5 to 10 business days to show the credit. In installment purchases, the issuer cancels the remaining installments or credits the ones already billed, according to its own rules;
- Pix: sent by Pix to the account that made the payment;
- PayPal: credited to the PayPal account that made the payment.
Except for withdrawal within 7 days, which is refunded right away, we start the refund within [PRAZO PARA PROCESSAR REEMBOLSOS] after it is approved, and we email you when it is done. The refund is made in the amount and currency charged. If your bank converts it into another currency, the exchange rate and any fees are your bank's.
08Failed payments
If a charge fails, we try again and let you know by email and in the app. You can update your card under Settings › Billing › Manage payment. After [PRAZO DE INADIMPLÊNCIA] overdue, we may pause video production and posting until the account is up to date, as set out in section 12 of the Terms of Use. Pausing does not cancel the subscription.
09Chargebacks and payment disputes
- Talk to us first. Most problems are solved faster through support, and we reply within [PRAZO DE RESPOSTA DO ATENDIMENTO].
- You can always dispute a charge with your card issuer or with PayPal. This Policy does not limit that right.
- When a dispute is opened, we send the payment provider the records of the purchase and of the delivery of the Service, such as the terms accepted at checkout, account activity, and the videos delivered, approved and posted. This processing is described in the Privacy Policy.
- While a dispute is open, we may pause new video production for the account. If the dispute is decided in your favor, we do not refund the same amount a second time. If it is decided in our favor, the charge stands.
- Disputing a charge for a service you received and used, in order to avoid paying for it, is a breach of the Terms and may lead to closing the account and collecting the amount owed.
10Changes to this Policy
We may update this Policy. Material changes are announced at least 30 days in advance, by email or in the app, and do not affect periods already paid. This Policy is also published in Portuguese at /br/reembolso-e-cancelamento. If the two versions conflict, the Portuguese version prevails, unless mandatory law where you live requires otherwise.
11Contact
[RAZÃO SOCIAL] · CNPJ [CNPJ] · [ENDEREÇO] · [E-MAIL DE CONTATO] · [TELEFONE] · support in the app, during [HORÁRIO DE SUPORTE].