Refund and Cancellation Policy

Version 2026-08-21 — effective as of September 1, 2026

This Policy explains how cancellation, withdrawal, refunds, AI Credits, non-payment and downgrades work at Trakto. It supplements the Terms of Use and, in case of conflict, prevails over them on the matters addressed here.

In short:

• Cancel whenever you want. You keep access until the end of the period you have already paid for.
• Bought something and changed your mind? In Brazil, you have 7 days to withdraw from a new subscription or a pack, less the credits you have already used.
• Consumed credits do not come back. Unused pack credits are valid for 12 months.
• If a payment fails, we notify you and try again. Your content is not deleted for at least 90 days.
• A downgrade never deletes what you created: you can still view and export everything.

1. Subscription cancellation

1.1. At any time. You may cancel your subscription (Starter, Pro, Studio or self-service Teams) at any time, with no penalty, under Settings → Plan & billing or through support at Avenida Álvaro Otacílio, 3731, Bloco Espanha – Edf. JTR, Sala 602, Jatiúca, Maceió/AL, 57036-850, Brazil.

1.2. Access until the end of the cycle. Cancellation stops automatic renewal. You keep all features and plan credits until the last day of the period already paid for (monthly or annual). After that, the account moves to the Free plan.

1.3. No pro-rated refund by default. Except in the cases described in sections 2 and 5, cancellation does not entitle you to a refund for the paid and unused period. That is precisely why we designed cancellation to keep your access until the end of the cycle.

1.4. Annual subscriptions. Annual subscriptions are discounted compared to monthly payment precisely because they are a 12-month commitment. Cancelling an annual subscription stops renewal but keeps access until the end of the 12 months, with no pro-rated refund of the remaining months, except in the cases described in sections 2 and 5.

1.5. Reactivation. You may reactivate your subscription before the end of the cycle without losing anything. After the cycle ends, a new subscription starts a new cycle, and the credits accumulated under the previous plan will already have expired (see 3.3).

2. Right of withdrawal (cooling-off) (CDC, art. 49)

2.1. Who is entitled. Consumer users domiciled in Brazil, under art. 49 of the Brazilian Consumer Protection Code (CDC, Law 8,078/1990), have 7 (seven) calendar days, counted from the date of purchase, to withdraw from:

• (a) a new subscription (first purchase of a paid plan, or a purchase after at least 12 months without an active subscription); and
• (b) credit packs, as to the unused portion.

2.2. Consent to immediate performance. When you subscribe, you expressly consent to Trakto immediately releasing the features and credits you purchased, before the end of the withdrawal period, so that you can use the service from the very first minute. Because of this, and because AI services are performed and paid for at the moment of use, the value of the credits consumed within the withdrawal period is deducted from the refund, calculated at the unit price actually paid at purchase. The remainder is refunded in full.

2.3. Example. You subscribe to the Pro plan for R$ X, receive 1,000 credits and, within 5 days, use 200 and request withdrawal. We refund R$ X less the proportional value of 200 credits (20% of R$ X), that is, 80% of the amount paid. proportional to the plan's monthly allotment (plan price ÷ plan credits × credits consumed)

2.4. Renewals. The right of withdrawal under art. 49 applies to the initial purchase. Automatic renewals of an existing subscription do not reopen the period, but you may cancel at any time (section 1) and, as a courtesy, Trakto refunds in full renewals charged up to 7 days ago in which no credits from the new cycle have been consumed and no plan-exclusive feature has been used after the renewal.

2.5. How to exercise it. Send a request through your account settings or through support at Avenida Álvaro Otacílio, 3731, Bloco Espanha – Edf. JTR, Sala 602, Jatiúca, Maceió/AL, 57036-850, Brazil within the period, stating the account e-mail. No justification is needed. We will confirm receipt within 2 business days and process the refund within 10 business days, to the same payment method, via Stripe; the time it takes for the amount to appear on your statement depends on the card issuer.

2.6. Effects. Upon withdrawal, the subscription ends immediately, the remaining plan credits expire and the account returns to Free. Refunded pack credits are removed from your balance. Your content remains accessible (section 7).

2.7. Abuse. Repeatedly subscribing and requesting withdrawal in order to consume credits free of charge violates the Terms of Use and may lead to refusal of new purchases.

3. AI Credits

3.1. Consumed credits are non-refundable. When you trigger an AI feature, Trakto pays the provider and processes the operation at that moment. For this reason, consumed credits are non-refundable, even if you are not happy with the result. We recommend using previews, lower-cost options and test modes before generating at high resolution.

3.2. Technical failure = refund of credits. If an operation fails due to an error of the Platform or of a provider (for example, a generation that returns an error, a video that does not render, a timeout), the credits are refunded automatically. If the automatic refund does not occur, open a support ticket with the generation identifier within 30 days; we will review it and refund the credits due.

3.3. Plan credits. They are released at the start of each cycle and accumulate (rollover) up to a cap of 2× the monthly allotment. They expire when the subscription ends (by cancellation, withdrawal, unresolved non-payment or downgrade to Free). They are not refundable in cash under any circumstances, because they are already included in the plan price.

3.4. Packs. They are valid for 12 months from purchase, are consumed before plan credits and are not subject to the rollover cap. They are refundable only: (a) within the withdrawal period, as to the unused portion (section 2); or (b) if Trakto discontinues the Platform or terminates your account without cause, in which case we will refund, on a pro-rated basis, the unused and unexpired pack credits.

3.5. Promotional and bonus credits. They have no monetary value, are non-refundable and may have their own expiration date, stated in the offer.

3.6. Changes to per-model pricing. The number of credits consumed by each feature may change, with prior notice as set out in the Terms of Use. Price changes do not entitle you to a refund of credits already purchased, which remain valid and may be used on any feature at the price in effect at the time of use.

4. Promotions and discounts

4.1. Promotional offers (discounts, bonus credits, launch pricing) have a defined validity window and conditions disclosed at the time of the offer. They do not apply retroactively to purchases made before the promotion and do not stack with other offers, unless expressly stated.

4.2. Recurring discounts (for example, "50% off for the first 3 months") apply only for the stated period; afterwards, the regular price in effect applies, as stated in the offer. We will notify you by e-mail before the first charge at the regular price.

5. Refunds outside the withdrawal period

In addition to withdrawal, we issue refunds in the following situations, upon request to support:

5.1. Duplicate or incorrect charge: full refund of the incorrect charge.

5.2. Prolonged unavailability: if the Platform is unavailable, for reasons attributable to Trakto, for more than 72 consecutive hours in a cycle, you may request a credit proportional to the period of unavailability or, if you prefer, a pro-rated refund and cancellation.

5.3. Unfavorable change to terms or prices: if you cancel because of a change to the Terms of Use or a price increase that materially reduces your rights, before the change takes effect, we refund the unused period on a pro-rated basis.

5.4. Discontinuation of the Platform or of an essential feature of your plan: pro-rated refund of the unused period and of unused packs.

5.5. Fraudulent use of the payment method: if your account or your card was used by a third party without authorization, notify us immediately. We will cooperate with you and with Stripe in the investigation and refund charges recognized as fraudulent. We recommend that you also contact the card issuer.

5.6. Exceptional cases. We evaluate other situations case by case, in good faith. We do not issue refunds for lack of use, forgetting to cancel (except as provided in 2.4) or creative dissatisfaction with AI outputs.

6. Non-payment

6.1. Charge attempts. If the renewal charge fails, Stripe will automatically retry during a grace period of 14 days, and we will notify you by e-mail at each attempt, with a link to update your payment method.

6.2. Suspension. If payment is not resolved by the end of the grace period, the subscription is suspended: the account moves to the Free plan, plan credits are locked and features exclusive to the paid plan are no longer available.

6.3. Your content stays intact. Non-payment does not delete anything. All your content remains in read-only mode with export available for at least 90 days from the suspension — and, in practice, for as long as the account exists, subject to the storage limits of the Free plan.

6.4. Resolving payment. If you resolve payment within 30 days after the suspension, the subscription is reactivated with the plan credits that were locked (subject to the rollover cap). After that period, reactivation is treated as a new subscription.

6.5. Packs. Pack credits are not affected by non-payment and remain available until the end of the 12 months, subject to the features accessible on the Free plan.

7. Downgrade and read-only mode

7.1. A downgrade never deletes content. When you move to a lower plan or to Free — by choice, cancellation, withdrawal or non-payment — all your documents, uploads, brand kits and outputs are preserved.

7.2. Read-only mode. Content that exceeds the limits of the new plan (for example, number of brand kits, storage or premium features in documents) enters read-only mode: you can open, view, duplicate into a compatible format and export in the formats available on your plan, but you cannot edit features exclusive to the previous plan until you upgrade or bring the content within the limits.

7.3. Export always available. On any plan, including Free and in read-only mode, you can export your documents and download your uploads. If you need help with bulk export, contact support.

7.4. Trakto Links. Links published using features exclusive to the previous plan may be unpublished or start displaying Trakto branding, depending on the destination plan. We will give you advance notice when this happens.

7.5. Team Workspaces. When downgrading a Teams plan, members beyond the limit of the new plan lose editing access to the workspace but keep access to their personal documents. The administrator can choose which members remain.

8. Teams and Enterprise plans

8.1. Self-service Teams follows this Policy. Per-seat billing is pro-rated when members are added; removing members reduces the charge from the next cycle onward, with no pro-rated refund for the current cycle, unless otherwise stated on the plans page.

8.2. Enterprise and specific contracts. Cancellation, refunds, notice periods, renewal and SLA are governed by the signed contract, which prevails over this Policy. Where the contract is silent, this Policy applies on a subsidiary basis.

9. Consumers outside Brazil

9.1. European Union and United Kingdom. Consumers have a 14-day right of withdrawal for distance contracts. When you subscribe, you expressly request that performance begin immediately and acknowledge that, once the service has been fully performed (for example, credits consumed), you lose the right of withdrawal with respect to the performed portion; the value proportional to what was consumed is deducted from the refund, in accordance with Directive 2011/83/EU and the Consumer Contracts Regulations 2013.

9.2. United States. State automatic renewal laws apply (for example, the California ARL): you receive clear notice of the renewal terms before purchase, a reminder before the renewal of annual subscriptions, and you can cancel online as easily as you subscribed. Beyond what is provided in this Policy, refunds are granted at Trakto's discretion, unless required by state law.

9.3. Canada. Provincial consumer protection laws apply (for example, Ontario's Consumer Protection Act and Québec's Loi sur la protection du consommateur), including with respect to cancellation periods and pre-contractual information. not applicable at this time

9.4. Other countries. We guarantee, at a minimum, the rights set out in this Policy and comply with the mandatory consumer protection rules of your country.

10. How to request cancellation or a refund

1. Go to Settings → Plan & billing to cancel, change plans or view your billing history.
2. For refunds and withdrawal, use the corresponding button on that screen or write to Avenida Álvaro Otacílio, 3731, Bloco Espanha – Edf. JTR, Sala 602, Jatiúca, Maceió/AL, 57036-850, Brazil with the account e-mail and, if applicable, the invoice number.
3. We respond within 2 business days and process approved refunds within 10 business days, always to the same payment method, via Stripe.
4. In Brazil, you may also file complaints at consumer.gov.br.

11. Changes to this Policy

Material changes will be communicated at least 15 days in advance, as set out in the Terms of Use. The version applicable to a purchase is the one in effect on the purchase date.

Version history