Cancellation, Withdrawal and Business Trial
Last updated: 8 October 2026.
1. Individuals: contracting via the website
The operation receives 14 consecutive free days from creation, with no plan charge during that period. The customer may save a card and choose a plan during the trial; the first charge happens at the end of the 14 days when a plan is confirmed and a card is on file. Canceling within the following 7 days refunds that first charge in full. Where there is a consumer relationship and distance contracting, the legal right of withdrawal remains, and a timely request terminates the contract and generates a full refund of amounts paid, without penalty, administrative fee, or proportional charge for use.
2. How to exercise withdrawal
The request may be made through the electronic command available in the account, through the website form, or via WhatsApp +55 19 93300-5586. Provide the account holder, the account, and the identification means securely requested. Ducke will confirm receipt, provide a protocol number, stop future charges, and process the refund through the appropriate means, subject to the payment method's operational timelines. Access may be terminated after confirmation, preserving information necessary for legal compliance.
3. Legal entities: 14-day free trial
A legal entity receives 14 consecutive free days, once per CNPJ, counted from when administrative access is available. During the trial the customer may save a card and confirm a plan, with no charge. If a plan is confirmed and a default card is on file at the end of the 14 days, the first plan charge runs then. Canceling within the following 7 days refunds that first charge in full. Without a card or a confirmed plan, access may be suspended when the period ends. If the CDC applies in the specific case, mandatory rights remain preserved.
4. Ordinary cancellation of the paid phase
After the applicable legal period, the customer may cancel according to the accepted offer. If there is an initial paid phase of up to 90 days without lock-in, cancellation will be without penalty upon 10 consecutive days' notice. Amounts for use, completed services, and external costs actually incurred until termination remain due, provided they are provided for and demonstrable. Cancellation does not depend on a phone call and will be confirmed with a protocol number.
5. Business minimum term
A 12-month term does not exist by default. It will only apply when the business customer accepts a separate schedule with definite dates and a quantified economic benefit. On early exit without Ducke's breach, compensation will be exclusively the lesser of 30% of remaining net fixed monthly fees, 3 net fixed monthly fees, or the unamortized balance of the benefit. The criteria do not accumulate.
6. Data and termination
Before termination, the customer must export the data they wish to retain within the window stated in the plan or exit flow. After applicable periods, data will be deleted, anonymized, or kept in a restricted manner when there is an obligation or exercise of rights. A cancellation request does not authorize retention for marketing and does not eliminate records that the law requires to be kept.