Refund policy

Recorded course cancellation and refunds

For online purchases of recorded courses, including the learner plan, you may withdraw within 7 calendar days of contracting or receiving the service, under Article 49 of Brazil’s Consumer Protection Code. If access is provided after purchase, Engliv counts this period from access being provided. All amounts paid are refunded without penalties or fees. Having started to study does not remove this right.

You make the request yourself inside the platform, under Settings → My purchase, with the “I want my money back” button. The reversal is requested from the payment company (Kiwify or Mercado Pago, depending on the purchase) straight away and access to the course ends. Before finishing, the platform asks what prompted the decision: the answer helps improve the course, there is an option not to answer, and the refund does not depend on it. You may also ask through WhatsApp +55 43 99664-4021 or by email at contato@engliv.com.br, with your purchase email and order number if you have it. Do not send passwords or full card details. Sending the request within the period preserves your right.

The refund goes back through the payment method used for the purchase. The time until the amount appears depends on your bank or card issuer. Installment purchases are refunded in full; the payment provider handles the installments. You are not required to accept platform credit instead of a refund.

After the 7 days

Once the 7 days have passed there is no withdrawal refund: the purchase is final and access runs until the end of the contracted period, with no pro-rata refund for not studying, for stopping midway or for never opening the platform. Deleting your account does not return the amount paid. Statutory rights remain, including where the service fails — for example, content that will not open, or access blocked before the contracted date; in those cases talk to the team for repair, a price reduction or a refund as appropriate.

Live lessons and monthly fees

Live lessons are contracted separately and are not part of the recorded-course purchase. Withdrawal from that contract must also be requested within 7 calendar days of contracting. After that, cancellation, notice, rescheduling and fees follow the contract signed with the school and applicable law, with no automatic refund through the platform. Those requests are handled by the team through WhatsApp +55 43 99664-4021, because they depend on what was agreed with each student.

The in-platform button, WhatsApp and email are equivalent channels: using one does not limit your rights. Engliv must immediately acknowledge consumer requests and respond within five days, without delaying a reversal request or other specific statutory deadlines. Access granted by the school without a purchase — courtesy, partnership or trade — has no charge and no amount to refund.