Refund Policy

1. Summary

Felku sells consumable digital credits (sticker packs) and subscriptions — through the WhatsApp bot (Premium and Ultra) and through the app (Felku Pro). This policy explains when and how you can request a refund, and how that changes depending on where you bought.

2. Credit packs (one-time purchase, through the bot)

• Unused credits: full refund within 7 daysof purchase, under the right of withdrawal in Brazil's Consumer Protection Code (art. 49).
• Partially used credits: proportional refund for the unused balance, also within 7 days.
• Fully used credits: not refundable — the digital product has already been delivered and consumed.

3. Monthly subscriptions

3.1 Through the WhatsApp bot (Premium and Ultra)

• You can cancel at any time by sending "cancel" in the WhatsApp conversation.
• After cancellation, the plan remains active until the end of the paid period.
• There is no proportional refund for partial periods after the subscription has first been used.
• First subscription: full refund within 7 days if you have not yet used any paid feature.
• Requests follow the process in Section 5 below — we handle these directly with you via WhatsApp or email.

3.2 Through the Felku app (Felku Pro)

Purchases and subscriptions made within the app (App Store or Google Play) are processed — and refunded — directly by Apple or Google, according to each one's own policies, not by the policy above. We do not have access to your payment data and cannot process this refund directly on our end. To request one:

• iOS: go to reportaproblem.apple.com, or request it through your iPhone/iPad Settings (Apple Account > Subscriptions).
• Android: go to play.google.com/store/account, or request it through the Google Play app itself (Menu > Payments & subscriptions).

If you run into trouble with either store, you can reach our support (Section 5) — we cannot process the refund ourselves, but we can help point you in the right direction.

4. Duplicate charges, fraud, or technical error

For purchases made through the bot: duplicate, unauthorized, or technical-error charges are refunded in full, regardless of the 7-day window. Contact us as soon as you identify the issue. For purchases made through the app, the same type of issue should also be reported to Apple or Google, who have their own billing dispute processes.

5. How to request a refund (purchases through the bot)

1. Contact support: WhatsApp +55 11 94630-4133 or email [email protected].
2. Provide the phone number used in the purchase and the approximate date of the transaction.
3. Describe the reason for the refund.

You can also request it through the payment processor's form (Stripe or your bank, depending on the method used).

6. Response and processing time (purchases through the bot)

• We respond to requests within 2 business days.
• Approved refunds are processed within 10 business days.
• The amount is returned via the same payment method used in the purchase.

Refunds for app purchases follow Apple's or Google's own timeline and process, outside of our control.

7. Chargebacks

Before opening a chargeback with your bank, please contact us first — we can usually resolve it faster directly. Unjustified chargebacks may result in permanent account suspension.

8. Contact