Refund Policy
To minimize any unnecessary investment of time or money by the customer as much as possible, Demander offers a 15-day trial period, completely free and not automatically renewable.
During this period, the system can be used free of charge. After the deadline, the license will only be validated if the customer requests continued use; otherwise, access is blocked and no charges are generated.
Our principle with partners and customers is based on win-win, collaboration and partnership. Therefore, they follow the rules of the Refund Policy applicable to the Demander system.¹
1. Right to Repentance
Section titled “1. Right to Repentance”The right to repentance is provided for in art. 49, sole paragraph, of the Consumer Protection Code.
In this case, the consumer can withdraw from the contract within 7 days, counting from the moment they receive the product, service or sign up, whenever the contract takes place outside the commercial establishment.
When the consumer exercises their right to repentance, all amounts paid must be returned. In other words, in case of withdrawal within the legal period of 7 days, all amounts relating to the purchase or subscription will be refunded in full.
2. Inappropriate Product or Product that Did Not Meet Expectations
Section titled “2. Inappropriate Product or Product that Did Not Meet Expectations”This policy is exclusive to the Demander system and represents an important difference in the relationship with our customers.
It only applies to cases where expectations and reality are not aligned. It is understood that, despite the informative materials and conversations with the commercial sector, the customer may not have fully understood the system’s functionalities, or the product may not have proven to be suitable for the business.
In these cases, the customer may request a refund and withdrawal of use within a period of up to 30 calendar days from acceptance of the commercial proposal.
The request will be analyzed and must be approved by two sectors — Demander’s commercial and financial sectors — after formalization by the client.
Examples of charges that are not included in this policy:
Section titled “Examples of charges that are not included in this policy:”- Other Demander products and services;
- Customizations or personalized developments.
3. Defective Product
Section titled “3. Defective Product”If the customer feels harmed by a product malfunction, the problem must be reported and formalized with the support sector, in accordance with the Support and Service Policy.
If the problem is not resolved within 30 calendar days, the customer may request a refund of the amount corresponding to a single month of billing — considered by Demander as a consumption charge, that is, the monthly fee for usage licenses.
🔹 This refund policy does not cover any charges that are not related to the current month’s consumption.
Examples of charges that are not included in this policy:
Section titled “Examples of charges that are not included in this policy:”- Activation, deployment or training;
- Additional modules;
- Other Demander products and services;
- Customizations or personalized developments;
- Maintenance or monthly payments from previous months.
Exceptions are provided for in art. 14, §3, items I and II of the Consumer Protection Code, which exempt liability when:
- the defect does not exist, or
- the problem is the sole fault of the consumer or third parties.
4. Exceptions and Deadlines
Section titled “4. Exceptions and Deadlines”¹Every refund request must be formally made by the customer and will be evaluated and approved by Demander’s financial sector.
📅 Refund deadline: All refunds will be made within 30 calendar days of acceptance of the request.