Refund Policy

At Upgram.com.br, we value transparency, good faith, legal security, and respect for consumer rights. This Refund Policy aims to clarify, in an objective and accessible way, the rules applicable to cancellation requests, returns, refunds, and other requests related to services contracted through our platform.

By using the website and making any purchase, the user declares to be aware of the conditions described herein, as well as our Terms of Use and our Privacy Policy.

1. About the services offered

Upgram.com.br is a social marketing platform specializing in offering SMM digital services, including, among others, followers, likes, views, comments, and related services for social networks.

We emphasize that Upgram.com.br operates independently and has no connection, partnership, affiliation, official authorization, or corporate relationship with Instagram, TikTok, Facebook, YouTube, Kwai, or any other third-party platforms. All brands mentioned belong exclusively to their respective owners and are mentioned for informational and descriptive purposes only.

2. Legal basis and right of withdrawal

According to article 49 of the Consumer Protection Code, the consumer may withdraw from the contract within a period of up to 7 (seven) days, counted from the signing or receipt of the product or service, whenever the contracting occurs outside the commercial establishment, including in a virtual environment. If the right of withdrawal is exercised within the legal period, the amounts paid must be refunded, as provided by law.

Similarly, Decree No. 7,962/2013 , which regulates e-commerce, stipulates that the supplier must maintain clear information for the consumer and provide adequate and easy means for exercising the right of withdrawal.

Therefore, Upgram.com.br recognizes the consumer's legal right to request a refund within 7 (seven) days, when applicable.

However, since these are digital services that are fast-paced, often immediate, personalized, and irreversible once the service begins, every request will be subject to individual analysis by our team, considering the specific circumstances of the request, the stage of execution, whether the service has been fully or partially delivered, and the material possibility of reversing the service.

3. Nature of digital services and analysis of the request.

The services offered by Upgram.com.br are digital in nature and, in most cases, are initiated automatically after payment confirmation or after internal order processing.

In certain circumstances, the service is performed immediately, progressively, or irreversibly, meaning that once delivery has begun or is completed, there is no technical possibility of "returning" the service in the same way as a physical product.

For this reason, although the consumer may submit a request for a refund or cancellation within the 7 (seven) day period stipulated in article 49 of the CDC (Consumer Protection Code), the request will be analyzed by Upgram.com.br according to the elements of the specific case. This includes, among other factors, the date of contracting, the date of the request, the order status, the percentage eventually delivered, the technical possibility of reversal, and the existence of an operational failure or service already completed.

In other words, the legal deadline for requesting the analysis will be respected, but any approval of the refund will depend on verification of the specific situation, especially when the service has already been initiated, consumed in whole or in part, or when there is no material possibility of restitution for the digital service provided.

4. Situations in which reimbursement may be considered.

The refund request may be considered, among other circumstances, in the following situations:

a) when the request has not been initiated within a period excessively longer than the stated deadline, without reasonable operational justification;

b) when there is a proven technical failure that completely prevents the provision of the contracted service;

c) when the contracted service becomes permanently unavailable before the start of delivery;

d) when there is a duly proven duplicate charge or undue payment;

(e) when there is an operational error on the platform that prevents the correct execution of the order;

f) when, after internal analysis, it is found that the request was never initiated and that the refund is technically possible.

In these situations, Upgram.com.br may, depending on the specific case, approve a full refund, a partial refund, a chargeback via the same payment method, or conversion to internal balance for future use on the platform.

5. Situations in which the request may be refused or limited.

Without prejudice to the rights guaranteed by applicable legislation, the refund request may be refused, in whole or in part, after review, especially in the following cases:

a) when the service has already been fully delivered;

b) when delivery has already begun and there has been full or partial completion of the digital service;

c) when there is no technical or material possibility of reversing the service already performed;

d) when the customer has provided incorrect information, such as an invalid link, wrong profile, incorrect username, incompatible publication, or any information that makes it impossible or hinders the execution of the order;

(e) when the customer changes, during processing, the username, account privacy, profile URL, order-related post, or any element essential to delivery;

f) when the account, profile, or post has blocks, restrictions, limitations, removals, or penalties imposed by third parties or by the social network itself;

g) when there is evidence of fraud, bad faith, abuse of rights, attempted double compensation, or violation of the platform's Terms of Use.

In these cases, Upgram.com.br may conclude that the service has been initiated, used, consumed, or technically impossible to reverse, circumstances that may prevent a full refund, always subject to a specific analysis of the request.

6. Partial delivery and proportional refund

In certain situations, the request may have been partially processed at the time of application. In such cases, the review may result in a prorated refund only for the unexecuted portion, where technically applicable.

Depending on the case, additional delivery, re-execution of the service, a proportional discount, or conversion of the remaining amount into internal credit may also be offered, taking into account the circumstances of the request and operational feasibility.

7. 7-day deadline and application procedure

The consumer may request a refund or cancellation within 7 (seven) days, in accordance with the legislation applicable to contracts made outside of a commercial establishment.

For order processing, the customer must submit the request through the official Upgram.com.br customer service channels, providing the following information whenever possible:

a) order number;

b) registered name and email;

c) proof of payment;

d) detailed description of the request;

(e) other information that assists in internal verification.

In accordance with Decree No. 7,962/2013, Upgram.com.br may receive requests through the same electronic means used for contracting, without prejudice to other customer service channels available to the consumer.

8. Analysis and decision-making process

Each request will be analyzed individually, based on system records, order history, time of contracting, start of execution, percentage delivered, data provided by the user, and the technical feasibility of reversing the service provision.

The analysis may result in:

a) approval of full reimbursement;

b) approval of partial reimbursement;

c) granting of proportional or full internal balance;

d) re-execution or supplementation of the service, when applicable;

(e) reasoned rejection of the request, when it is verified that restitution is impossible due to the execution or completion of the digital service.

9. Method of refunding the amounts

Once the refund is approved, the return may be processed via a chargeback to the same payment method used for the purchase, through a method compatible with the transaction, or by conversion to internal balance, depending on the nature of the case and technical feasibility.

Financial processing times may vary depending on the payment operator, banking institution, card network, gateway used, and other agents involved in the transaction.

10. Customer responsibility

It is the customer's responsibility to correctly provide all the data necessary for the order to be fulfilled, as well as to maintain the account, profile, publication, or link in suitable condition for the provision of the service.

Upgram.com.br is not responsible for failures resulting from errors in data entry, subsequent changes to the information provided, external blocks, restrictions imposed by third parties, content deletion, user changes, private accounts, profile suspension, or any event attributable to the user or the third-party platform used.

11. Contractual transparency and interpretation of this policy

This Refund Policy should be interpreted in conjunction with the Terms of Use, the Privacy Policy, and applicable law. Nothing herein should be construed as a waiver of any legally guaranteed right of the consumer.

At the same time, the consumer acknowledges that digital services with immediate, partial, or irreversible execution may not allow for material returns after their effective provision, which is why the analysis of the request will consider the technical reality of the contracted service, the good faith of the parties, and the extent of what has already been executed.

12. Changes to this policy

Upgram.com.br may update this Refund Policy at any time to reflect legal, regulatory, operational, technical, or commercial changes. We recommend that users periodically review this page to check the current version.

13. Contact

In case of doubts, requests or inquiries related to refunds, returns or chargebacks, the consumer should contact us through the official customer service channels available at Upgram.com.br.

If in doubt, please consult.

• Terms of use
• Privacy Policy