Draft

Refunds and cancellation

Draft — to be reviewed by a lawyer before launch. This text is not in force yet; the final version will be published before launch. Words in [brackets] are details still to be filled in.

Last updated October 27, 2026

Your right to change your mind, how cancelling works, what happens to credits when a run fails, and how money is returned. Brazilian customers paying by Pix have 7 days; EU customers paying by card have 14 days, with the rule for AI runs explained below.

1. In short

  • Pix (Brazil): you can withdraw within 7 days of paying and get your money back.
  • Card (EU): you can withdraw within 14 days. Because the service starts at once, you lose this right for what you already used once you run an AI tool or spend credits, which you agree to at checkout.
  • A failed AI run gives its credits back automatically. A result you do not like is not refunded.
  • Cancelling stops the next renewal; the plan runs until the end of the paid month.
  • Refunds go back to the payment method you used.

2. Brazil: 7-day right of withdrawal (Pix)

Purchases made online in reais are covered by article 49 of the Código de Defesa do Consumidor: you may withdraw within 7 days of the payment, without giving a reason. This applies to a new plan, an upgrade payment and a credit pack.

Ask by email to [support email] within the 7 days. We return the amount paid by Pix to the account it came from, and take back the credits and the plan that payment gave.

To confirm: Lawyer: confirm whether the value of AI runs already used in the 7 days may be kept, and the refund deadline we commit to.

3. European Union: 14-day right of withdrawal (card)

If you are a consumer in the EU or EEA and pay by card, you may withdraw from a purchase within 14 days of it, without giving a reason.

Plans and credits are digital services and content that start at once. So before you pay we ask you to tick a box saying that you want the plan or the credits to start right away and that you understand your right of withdrawal ends, or is reduced, for what you use within the 14 days, as set out below. We keep the time you ticked it, and which wording you ticked, with the payment.

  • Nothing used yet (no AI run, no credits spent): a full refund.
  • Some credits or runs already used: [the right of withdrawal ends for the credits used / a proportional amount is kept for the part of the plan already supplied].

To withdraw, send us a clear statement, for example the model form below, to [support email] before the 14 days end.

To confirm: Lawyer: confirm the split between digital content (credits, lost once used) and the digital service (the plan, proportional payment) under Directive 2011/83/EU articles 14 and 16, and the Finnish Consumer Protection Act. Also: the consent and the acknowledgement must be confirmed to the buyer on a durable medium (article 8(7)); the receipt or confirmation email does not include them yet.

4. Model withdrawal form

To [Mogra Oy legal name], [registered address], [support email]:

I hereby give notice that I withdraw from my contract for the following service: [plan or credit pack], bought on [date]. Name: [your name]. Account email: [your email]. Date: [date].

5. Other countries

Outside Brazil and the EU there may be no legal right of withdrawal. We still refund a purchase within 14 days if you have not used any AI run or credits from it. Your local consumer law applies where it gives you more.

6. AI runs and credits

Credits are held when a run starts and charged only when it finishes. If a run fails for a technical reason (the provider gives an error, times out or returns nothing), the credits go back to your account automatically.

A run that worked is not refunded because you do not like the result: the model did the work and we paid for it. Every price in credits is shown before you start. If you think a result is broken, write to us and we will look at it.

Plan credits expire at the end of each month and credit packs after 12 months. Expired credits are not refunded.

7. Cancelling a plan

You can cancel at any time in Plan and usage. The plan does not renew and keeps working until the end of the month already paid. Apart from the withdrawal rights above, we do not refund the rest of a month. A downgrade also starts with the next month and refunds nothing.

8. How refunds are paid

  • Card: through Stripe to the same card. Your bank usually shows it within 5 to 10 business days.
  • Pix: a Pix return to the account that paid.

A refunded payment takes back the credits it gave; a refunded plan ends. The receipt or NFS-e is corrected as the law requires. If you open a chargeback with your bank, the credits of that payment are taken back while it is reviewed.

9. Contact

Refund requests and questions: [support email]. Please include your account email and the payment date.