1. First purchase and Brazilian withdrawal rights
HelloFlow offers a full refund if you request it within seven calendar days of payment for your first platform subscription purchase. Separately, Brazilian consumers covered by Article 49 of the Consumer Defense Code may withdraw from a qualifying online purchase without giving a reason within seven calendar days from signing or receiving the service, as applicable. The amounts paid must be returned immediately, with monetary adjustment as required by law. The first-purchase guarantee does not limit statutory rights.
2. How to request
Request a refund or exercise your right of withdrawal at Paddle.net or through the support link in your Paddle receipt. You can also send your request to contato@hellofllow.com.br. Include the order reference and the email used for the purchase. We will acknowledge receipt and coordinate with Paddle, which handles the payment reversal. Keep your receipt and avoid sending card details, passwords or API keys.
3. U.S. purchases and renewals
Refund requests for U.S. purchases and for renewals are subject to Paddle’s Buyer Terms and Refund Policy, any applicable HelloFlow guarantee and mandatory law. Paddle may consider a discretionary refund requested within 14 days of the transaction. Approval is not automatic. Rights that apply to defective or misdescribed services, unauthorized charges and other billing issues remain available.
4. Canceling future renewals
Cancel online before the next renewal through Billing, the Manage subscription link in your Paddle receipt or Paddle.net. Cancellation stops future renewal charges and normally takes effect at the end of the paid period. To recover a payment already made, submit a refund or withdrawal request.
5. Provider charges
HelloFlow does not bill or refund model usage. Any charges for AI usage are billed directly by your provider and are governed by that provider's policies.
6. Refund processing
Paddle issues refunds to the original payment method where possible. Its policy generally provides for processing within 14 days of approval, subject to any shorter statutory deadline or separate withdrawal rule. Your financial institution may take additional time to show the credit. Paddle can provide the status of your refund.
7. Contact
Questions about refunds: contato@hellofllow.com.br.
Questions? Contact us at contato@hellofllow.com.br
Support phone +55 (54) 99300-1822