Refund & Cancellation Policy

This policy explains how billing, cancellations, and refunds work for HearQA. Our products are digital subscriptions and a digital one-time purchase. All payments are processed by Paddle.com Market Limited ("Paddle"), our authorized reseller and Merchant of Record; by purchasing you also agree to Paddle's Buyer Terms and Refund Policy. Charges may appear on your statement as Paddle or Paddle.net.

What we sell

• Subscriptions (Plus, Power, Advanced) — billed in advance, monthly, and auto-renewing until cancelled.
• Advanced Pass — a one-time purchase that unlocks Advanced features for a fixed time-boxed window; it does not renew.
• Free plan — no charge; there is nothing to refund.

Cancelling

You can cancel any time from Settings → Manage subscription (which opens the Paddle customer portal) or by emailing support@hearqa.com. Cancellation stops future renewals; you keep access until the end of the period you have already paid for. We do not charge a cancellation fee.

Refund rights by region

Your statutory refund rights depend on where you are. Approved refunds are issued by Paddle to your original payment method, typically within 7–10 business days (the time to appear depends on your bank or card provider).

Brazil — 7-day right of regret (CDC, Art. 49)

Consumers in Brazil may cancel any purchase within 7 calendar days of purchase for a full refund, without needing to give a reason (direito de arrependimento). This applies to all paid plans, including the Advanced Pass.

EU / EEA / United Kingdom — 14-day right of withdrawal

Consumers in the EU, EEA, or UK have a 14-day right of withdrawal from the date of purchase. Digital services note: if you ask us to begin a paid digital service immediately and you start using it within those 14 days, you acknowledge that once the service has been fully performed your withdrawal right is lost, as permitted under EU/UK law. Where you have used the service only partially, we may refund a proportional amount.

All other regions — 30-day first-purchase guarantee

Everywhere else, we offer a 30-day money-back guarantee on your first paid purchase. If HearQA isn't for you, request a full refund within 30 days of your first subscription or Advanced Pass purchase. After 30 days, or on subsequent purchases, cancellation takes effect at the end of the current billing period and partial periods are not refunded except where required by law.

Advanced Pass

The Advanced Pass is refundable within your region's window above, provided you have not substantially used the Advanced features it unlocks. Once it has been substantially used or its window has elapsed, no refund is available except where required by law.

Billing errors & duplicate charges

Regardless of region, if you were charged in error, charged twice, or a purchase failed to deliver, contact us and we will correct it.

How to request a refund

Email support@hearqa.com from the address on your account (or use the contact form in your portal), including the approximate purchase date and the email used at checkout. We typically respond within a few business days. Please contact us before filing a chargeback — we can usually resolve it faster.

Changes to this policy

We may update this policy from time to time; the "last updated" date reflects the most recent change. Statutory consumer rights in your jurisdiction always apply regardless of anything stated here.

Contact

Questions about billing or refunds: support@hearqa.com.

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HC DESENVOLVIMENTO DE SOFTWARES LTDA