Refund and Return Policy
1. Overview
OnCheckout (operated by OnCheckout LTDA, hereinafter "OnCheckout," "we," "us," or "our") acts as the Merchant of Record for purchases processed through the OnCheckout platform. As such, we are the seller of record on your billing statement and are responsible for handling refund and return requests in accordance with this Policy.
This Policy applies to every purchase processed through OnCheckout, regardless of which third-party Vendor or Author supplied the underlying product. By completing a purchase, you agree to the terms set forth below, our Terms of Sale, and our Subscription Cancellation Policy.
2. Refund Windows
Refund windows depend on the product type and on the specific window the Vendor has chosen for their product. The window applicable to your purchase is the one disclosed on the product's checkout page at the moment you confirmed the order.
- Digital products (downloadable files, online courses, software licenses, memberships, access to gated content): up to seven (7) calendar days from the purchase date by default. Vendors may extend this window at their discretion; the effective window is shown on the product page.
- Physical goods: up to thirty (30) calendar days from the delivery date by default. Vendors may extend this window at their discretion.
- Services: refundable only if the service has not been substantially rendered. See Section 3.3 below.
3. Eligibility
3.1 Digital Products
Digital products are eligible for refund within the applicable window (7 days by default, or the extended window disclosed by the Vendor on the product page) provided the request is submitted in good faith. Continued access to the digital materials and any associated licenses may be revoked upon refund.
Refund requests for digital products that show evidence of substantial use after purchase (multiple sessions, downloads, or feature usage materially inconsistent with a good-faith evaluation) may be denied or partially refunded at our discretion.
3.2 Physical Goods
Physical goods are eligible for refund within the applicable window provided that the item is returned in its original condition, with original packaging, and accompanied by proof of purchase. Return shipping costs are the responsibility of the customer unless the item was defective or shipped in error.
3.3 Services
Services that have been substantially rendered before the refund request, or scheduled live sessions that have already taken place, are not eligible for a full refund. Partial refunds may be granted at our discretion.
4. How to Request a Refund
To request a refund, please use one of the following methods:
- Ticket form: Submit a request through our customer support portal at /legal/support.
- Email: Write to support@oncheckout.com.br with your order reference, transaction date, and amount.
Please include the email address used at checkout and, where available, the last four digits of the payment card. This information allows us to locate the transaction quickly.
5. Processing Times
Approved refunds are issued back to the original payment method within five (5) to seven (7) business days of approval. Depending on your card issuer or bank, the credit may take an additional one to two billing cycles to appear on your statement. OnCheckout does not control settlement timelines imposed by issuing banks or international card networks.
6. Recognizing the Charge
OnCheckout transactions appear on bank and card statements as:
ONCHECKOUT LTD* [PRODUCT NAME]
If you do not recognize a charge, please consult our Statement Descriptor Reference before contacting your bank.
7. Chargeback Notice
We strongly encourage customers to contact OnCheckout before initiating a chargeback with their issuing bank. Most billing concerns can be fully resolved within one to two business days through direct communication with our support team. Filing a chargeback before contacting us typically delays resolution by several weeks and may result in temporary suspension of services tied to the disputed transaction.
8. Exclusions
The following transactions are not eligible for refund under this Policy:
- Products explicitly marked as non-refundable on the checkout page.
- Services already substantially rendered.
- Custom or personalized goods produced to the customer's specification.
- Refund requests submitted after the applicable refund window has expired.
- Digital products with evidence of substantial use inconsistent with a good-faith evaluation (see Section 3.1).
- Transactions flagged for fraud, abuse, or violation of our Terms of Service.
9. Repeated Requests
OnCheckout reserves the right to deny refunds and block future purchases by customers who demonstrate a pattern of refund abuse, including repeated requests for the same Vendor or category of product.
10. Contact
For questions regarding this Policy, contact support@oncheckout.com.br or use the ticket form.