Refund and Cancellation Policy

1. Nheva subscription (professionals)

• Free trial: 14 days, no card and no charge.
• Right of withdrawal: on your first subscription, you can withdraw within 7 days of the first charge and get the full amount back (art. 49 of the Brazilian Consumer Protection Code). Ask at financeiro@nheva.com.br.
• Cancellation: at any time, in Settings › Subscription. Access continues until the end of the period already paid and there is no further charge. Periods already started are not refunded proportionally.
• Plan changes: the difference is calculated proportionally and charged or credited on the next invoice.
• Undue or duplicate charges are refunded in full to the card used.

2. Client payments

Session cancellation and rescheduling rules, and the decision to refund a client, belong to the professional, who agrees them with the client. When the professional decides to refund a charge paid through Nheva:

• Card: Stripe refunds the card used automatically. The time until it shows on the statement depends on the issuing bank, usually 5 to 10 business days.
• PIX: the Nheva team returns the amount through MisticPay to the account the payment came from, after the professional's request.
• The client receives the full amount paid. The refund is deducted from the professional's balance at Nheva.

Payments arranged directly with the professional (cash, transfer to their account) don't go through Nheva; refunds must be handled with the professional.

3. Disputes (chargebacks)

If a card payment is disputed with the bank, the amount may be held until a decision. Amounts lost in a dispute are deducted from the balance of the professional who received the payment.

4. Contact

Questions about Nheva charges: financeiro@nheva.com.br. Questions about a session or a care charge: talk to your professional.