1. Right of withdrawal
Under Article 49 of Brazil's Consumer Protection Code, purchases made outside a physical establishment — including online — can be cancelled within 7 calendar days of the purchase or payment, with a full refund, provided the service hasn't started and the digital product hasn't been accessed or substantially used.
2. Digital products (SaaS and infoapps)
For custom-built tools and infoapps, a full refund only applies before development begins. Once production has started, amounts corresponding to completed stages are non-refundable, reflecting the work actually delivered.
3. Agency services
Ongoing services or those already in execution — active traffic campaigns, funnels in production, or consulting already underway — are not refundable in proportion to the work already done. Ad spend invested on advertising platforms (Meta, Google) is not refundable by Lens Digital, as it's managed directly by those platforms.
4. How to request
To request a cancellation or refund, contact us on WhatsApp with the service you hired and the reason for your request. We review each request within 5 business days.
5. Refund timeline
Approved refunds are processed within 10 business days, using the same payment method as the original purchase whenever possible.
Need to request a refund or have questions?
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