Refund Policy

Last Updated: January 2025

This Refund Policy outlines the terms and conditions under which 64.396.415 Yasmim de Oliveira (CNPJ: 64.396.415/0001-09), a São Paulo limited liability company located at Rua Ricardo Gobbo, 509, Jundiaí, São Paulo 13203-554, provides refunds for its custom mobile app development services. 64.396.415 Yasmim de Oliveira is committed to fair business practices, transparent communication, and professional service throughout every engagement.

1. Scope and Eligibility

This policy applies to all services provided by 64.396.415 Yasmim de Oliveira, including but not limited to design, development, consulting, quality assurance, deployment, and maintenance services. To be eligible for a refund, clients must:

• Have a valid, signed Project Agreement or Service Contract
• Have made payment through an approved payment method (wire transfer, ACH, credit card, or check)
• Submit the refund request in writing to support@activewellnesspulse.site
• Return all materials, access credentials, and deliverables provided by 64.396.415 Yasmim de Oliveira
• Have no outstanding balances or disputes on their account

2. Refund by Project Phase

Project Phase	Eligibility	Refund Amount
Before project start (within 48 hours)	Full refund	100% minus 5% processing fee
Before project start (after 48 hours)	Full refund	100% minus 5% processing fee and incurred costs
Discovery / Planning phase	Partial	Prorated based on work completed
Design phase	Partial	Based on completed milestones
Development phase	Partial	Based on completed sprints
Testing / QA phase	Partial	Minimal (most work completed)
After delivery and acceptance	No refund	Warranty applies instead

3. 48-Hour Cooling-Off Period

Clients who wish to cancel within forty-eight (48) hours of making their initial payment are entitled to a full refund of the amount paid, minus a 5% processing fee. No justification or reason is required for cancellations within this cooling-off period. Clients canceling after this window but before work begins may still receive full refunds if no resources have been allocated.

4. Mid-Project Cancellation

64.396.415 Yasmim de Oliveira operates on a prorated billing system. Clients who cancel during an active project will be charged only for work satisfactorily completed through the cancellation date. The refund calculation process is as follows:

1. Milestone Assessment: Our project management team will review all completed and in-progress milestones.
2. Cost Calculation: Total costs are calculated based on completed work, time invested, and resources allocated.
3. Third-Party Deductions: Non-refundable third-party costs (licenses, hosting, etc.) are deducted.
4. Refund Issuance: The remaining balance is refunded within fourteen (14) business days of confirmed cancellation.

5. Post-Delivery Policy

Once Deliverables have been formally reviewed and approved by the Client, refunds are generally not available as the product is custom-tailored to the Client's specifications. However, material failures discovered within the 30-day warranty period will be corrected at no additional cost. Material failures include:

• Critical application crashes preventing core functionality
• Security vulnerabilities identified through standard security testing
• Data integrity issues affecting stored or processed information
• Performance degradation falling below the agreed specifications

6. Non-Refundable Items

The following costs are excluded from refund calculations:

• Third-party software licenses and subscriptions
• App store or marketplace fees
• Domain name registrations
• Cloud hosting and infrastructure costs
• Rush or expedited development fees
• Stock photos, fonts, and digital assets purchased for the project
• Consultation and strategy session fees
• Payment processing fees

7. Refund Request Process

1. Contact: Notify your project manager of your intent to request a refund
2. Written Request: Submit a formal refund request to support@activewellnesspulse.site
3. Acknowledgment: We will acknowledge receipt within one (1) business day
4. Review: Our team will review the request and calculate the refund amount (5-7 business days)
5. Decision: A formal decision letter will be issued within ten (10) business days, detailing the calculations and any deductions
6. Appeal: If you disagree, you have ten (10) business days to appeal the decision
7. Processing: Approved refunds are processed according to the timelines in Section 8

8. Processing Timelines

Payment Method	Processing Time
Credit / Debit Card	5-10 business days
Wire Transfer	7-14 business days
ACH Transfer	5-7 business days
Check	10-14 business days
PayPal / Stripe	3-7 business days

9. Partial Refunds and Credits

Partial refunds may be issued in the following circumstances:

• Mid-project cancellation (prorated based on completed work)
• Mutual agreement to reduce project scope
• Mutual termination under Force Majeure conditions
• Service deficiencies acknowledged by 64.396.415 Yasmim de Oliveira

Alternatively, clients may elect to receive a credit toward future services at 110% of the refund value, valid for twelve (12) months from issuance.

10. Dispute Resolution

Refund disputes that cannot be resolved through our internal process will follow a three-level escalation:

1. Project Manager Review: Initial review and resolution attempt
2. Client Services Director: Second-level review with expanded authority
3. Executive Review: Final internal review by senior management

If internal resolution fails, disputes may be resolved through non-binding mediation in Jundiaí, São Paulo, followed by binding arbitration under the American Arbitration Association rules, governed by São Paulo law.

11. Chargeback Policy

Clients who initiate chargebacks or payment disputes through their financial institution without first attempting to resolve the matter through our refund process may be subject to: immediate suspension of all active work, revocation of access to all deliverables and project materials, a $250 administrative fee if the chargeback is determined to be unjustified, and potential termination of the client account.

12. 30-Day Satisfaction Guarantee

Our 30-day satisfaction guarantee covers:

• Bug fixes for issues preventing core functionality
• Performance optimization to meet agreed specifications
• Design consistency corrections for approved mockups
• Cross-device and cross-browser compatibility fixes

This guarantee excludes: modifications made by the Client or unauthorized third parties, issues caused by operating system updates released after delivery, third-party service disruptions, requests for new features or functionality, and issues resulting from user error or misuse.

13. Force Majeure

In the event of Force Majeure (natural disasters, pandemics, government actions, cyberattacks, or other events beyond the parties' reasonable control), project timelines will be extended at no additional cost. If a Force Majeure event delays a project by more than sixty (60) days, either party may terminate with a prorated refund. Goodwill adjustments may be offered at the company's discretion.

14. Contact Information

For refund inquiries or to submit a refund request, please contact:

64.396.415 Yasmim de Oliveira
Rua Ricardo Gobbo, 509
Jundiaí, São Paulo 13203-554
Phone:
Email: support@activewellnesspulse.site
Business Hours: Monday - Friday, 9:00 AM - 6:00 PM PST