HEXTrack

Refund & Cancellation Policy

Effective date: 28 July 2026

This Refund & Cancellation Policy explains how subscriptions to the HexTrack platform (the "Service"), provided by ÓRUS DIGITAL ("HexTrack", "we", "us", "our"), can be cancelled, and our approach to refunds. It forms part of, and should be read with, our Terms of Service.

This Policy is governed by the laws of England and Wales. Nothing in it removes or reduces any statutory rights you have as a consumer that cannot be waived.

1. Subscription terms

1.1 The Service is offered on a subscription basis, billed monthly or annually in pounds sterling (GBP) through our payment provider, Stripe.

1.2 Subscriptions renew automatically at the end of each billing period at the then-current price, until cancelled. By subscribing, you authorise recurring charges to your chosen payment method.

1.3 We will give you at least 30 days' notice before any price change takes effect on renewal, and you may cancel before it applies (see our Terms of Service).

2. Cancel anytime (self-serve)

2.1 You can cancel your subscription at any time, without needing to contact us, from your Account settings. You may also cancel by emailing contato@hextrack.com.br.

2.2 When you cancel, your subscription remains active until the end of the current billing period, and it will not renew after that. You keep access to paid features until the end of the period you have already paid for.

2.3 Cancellation stops future charges. It does not, by itself, entitle you to a refund of amounts already paid for the current period, except where a refund is required by law (see section 5) or offered under section 4.

3. Proration and refund stance

3.1 Monthly plans. We do not provide partial refunds for the unused portion of a monthly billing period when you cancel part-way through it. You retain access until the end of that period.

3.2 Annual plans. Annual plans are paid in advance for the year. Except where a refund is required by law (see section 5) or offered as a goodwill gesture at our discretion, annual fees are non-refundable once the term has started; you retain access for the remainder of the paid term.

3.3 Upgrades and downgrades. If you upgrade mid-period, we may charge a prorated amount for the remainder of the period. Downgrades generally take effect at the next renewal, and we do not provide refunds for the difference for the current period unless required by law.

3.4 Termination by us for convenience. If we terminate your subscription for convenience during a paid period, we will refund the prepaid, unused portion of that period.

4. Discretionary refunds

We may, at our discretion, offer a refund or credit in individual cases (for example, technical faults that we are unable to resolve, or duplicate/erroneous charges). Requesting a discretionary refund does not affect your statutory rights.

5. Your non-waivable statutory rights (consumers)

If you are a consumer (an individual acting mainly outside your trade, business, craft, or profession), you have statutory rights that this Policy cannot exclude or limit:

5.1 Consumer Rights Act 2015

Digital content and services we supply must be (a) of satisfactory quality, (b) fit for a particular purpose you made known to us, and (c) as described. If they are not, you may be entitled to a repair, a price reduction, or, in certain cases, a refund. If defective digital content we supply causes damage to your device or other digital content, and we did not exercise reasonable care and skill, you may be entitled to a remedy.

5.2 14-day cooling-off period (Consumer Contracts Regulations 2013)

As a consumer buying online, you generally have the right to cancel within 14 days of entering into the contract and receive a refund. Two important points apply to digital services:

  • If you ask us to start providing the Service during the 14-day period, you agree to pay for the value of what you have used up to the point you cancel.
  • If you ask us to begin, and acknowledge, that you will lose your right to cancel once the Service has been fully performed, you will not be able to cancel under this right once we have fully performed it.

During sign-up we will ask for your acknowledgement where this applies. To exercise your cooling-off right, contact us at contato@hextrack.com.br within the 14-day period; a clear statement of your decision to cancel is sufficient.

5.3 Nothing affects your statutory rights

Nothing in this Policy or our Terms of Service affects your non-waivable rights as a consumer. For free advice about your rights, contact Citizens Advice (https://www.citizensadvice.org.uk).

6. How to request a refund

To request a refund under this Policy or to exercise a statutory right, contact us at contato@hextrack.com.br with your account details and the reason for your request. Approved refunds are issued to the original payment method via Stripe and may take several business days to appear, depending on your bank or card provider.

7. Data after cancellation

After cancellation or termination, we will make your Customer Data available for export for a limited period, after which it may be deleted, as described in our Privacy Policy. Please export any data you wish to keep before your access ends.

8. Changes to this Policy

We may update this Policy from time to time. Material changes will be notified by email or in-app notice and will apply to renewals and new subscriptions from the effective date shown above.

9. Contact

  • ÓRUS DIGITAL
  • Email: contato@hextrack.com.br