1. Introduction
At TucoPay, customer satisfaction and transparency are fundamental to our business.
We are committed to providing a simple, accessible, and customer-friendly refund process. If you are dissatisfied with a purchase, experience difficulties accessing a product, or wish to request a refund, our support team is available to assist you.
TucoPay operates as the Merchant of Record for products sold through our checkout infrastructure. This means we are directly responsible for managing customer payments, refund requests, subscription cancellations, and payment-related concerns.
You do not need to contact the original product supplier to request a refund.
2. Our 30-Day Refund Policy
Customers may request a full refund within 30 calendar days of the original purchase or applicable recurring charge.
No detailed explanation or justification is required to request a refund during this period.
This policy applies to eligible digital products, including software applications, digital educational content, online services, and subscriptions sold by TucoPay.
Refund requests submitted after 30 days may still be considered on a case-by-case basis, particularly when involving technical issues, product delivery failures, billing errors, or other exceptional circumstances.
Nothing in this policy limits any mandatory consumer rights or remedies available under applicable law.
3. How to Request a Refund
Requesting a refund is simple.
Customers can contact TucoPay directly through either of the following channels:
- contact@tucopay.com
- Phone
- +55 11 91534-3305
To help us locate the transaction, customers may provide their purchase email address, order number, or other relevant transaction information.
Our support team may request limited additional information when necessary to verify the purchase and protect customers against unauthorized refund requests.
Customers are not required to contact product suppliers, complete lengthy procedures, or provide detailed reasons for requesting a refund.
We aim to acknowledge refund requests within two business days.
4. Refund Processing
Once a refund request is approved, TucoPay will initiate the refund as promptly as possible.
Refunds are generally issued to the original payment method used for the purchase.
The time required for refunded funds to appear in the customer's account may vary depending on the issuing bank, payment network, and payment method.
Where required by applicable law, refunds will be issued within the legally prescribed timeframe.
We do not charge customers an additional fee for requesting or receiving an approved refund.
5. Subscription Cancellations and Recurring Payments
Customers may cancel their subscriptions at any time by contacting our support team.
Cancellation requests do not require customers to provide a justification.
Once a subscription is canceled, no further recurring charges will be initiated for that subscription, subject to any payments already processed before the cancellation request.
Cancellation of a subscription does not automatically reverse previous payments. However, customers may request a refund for any qualifying charge under our 30-day refund policy.
Where available, customers may also use the cancellation options provided through the applicable product or customer account.
Cancellation does not affect any additional consumer rights established by applicable law.
6. Product Access After Refunds
When a full refund is issued, access to the corresponding digital product, software application, subscription, or service may be terminated.
Customers may be required to discontinue the use of refunded digital products and associated licenses.
Any termination of access will be handled in accordance with applicable consumer protection laws.
7. Billing Errors, Unauthorized Transactions, and Technical Issues
We encourage customers to contact TucoPay immediately if they identify an incorrect charge, duplicate payment, unauthorized transaction, product delivery failure, or significant technical issue.
Our team will investigate the situation and work toward a fair and timely resolution.
Verified duplicate charges, unauthorized transactions, and other billing errors will be corrected or refunded as appropriate, regardless of the standard 30-day period, where required by applicable law or payment network rules.
8. Payment Disputes and Chargebacks
TucoPay is committed to resolving payment-related issues directly and efficiently.
We encourage customers to contact our support team before initiating a payment dispute whenever possible, as we may be able to resolve the matter more quickly through a direct refund.
However, contacting TucoPay first is not mandatory and does not restrict customers from exercising their rights to dispute transactions with their bank or payment provider.
9. Consumer Protection and Applicable Laws
TucoPay respects applicable consumer protection laws in the jurisdictions where its products are sold.
Where local laws provide customers with additional withdrawal, cancellation, refund, or statutory warranty rights, those rights take precedence over any conflicting provision of this policy.
Nothing in this policy excludes or limits rights that cannot legally be waived.
10. Contact Information
For refund requests, subscription cancellations, billing questions, or other payment-related assistance, please contact:
TucoPay
- Website
- https://tucopay.com
- contact@tucopay.com
- Phone
- +55 11 91534-3305
Our team is committed to making refunds and cancellations as straightforward and accessible as possible.