Refund Policy

Effective October 6, 2026

This Refund Policy explains how withdrawal, cancellation and refunds work for purchases made from Grupo Nexa, the institutional brand of Nexa Digital Ltda (Brazilian CNPJ 57.542.168/0001-46), depending on the country of purchase and the type of product. It sets out the minimum guarantees provided for by the law of each market and does not limit any right the law grants to consumers: in case of conflict, the applicable law prevails.

1. Purchases in Brazil — right of withdrawal

For purchases made outside a physical store, such as online, by phone or at your home, you may withdraw from the purchase within 7 (seven) days of entering into the contract or of receiving the product or service, under art. 49 of Brazil’s Consumer Protection Code (Law No. 8,078/1990).

Once the right of withdrawal is exercised, any amounts paid, of any kind, during the reflection period are refunded immediately, with monetary adjustment (art. 49, sole paragraph, of the Consumer Protection Code).

For online purchases, under art. 5 of Brazil’s Decree No. 7,962/2013:

• How to withdraw: through the same tool used for the purchase or by the email address given in section 5;
• No prior review: withdrawal does not depend on approval, and we immediately confirm receipt of your request;
• Card purchases: we immediately ask the card issuer not to post the charge to your statement or, if it has already been posted, to reverse it.

Legal warranty

Regardless of withdrawal, products sold in Brazil carry the legal warranty against defects under the Consumer Protection Code (arts. 18 and 26): you may file a claim within 30 (thirty) days for non-durable products and within 90 (ninety) days for durable products, counted from delivery; for a hidden defect, the period starts when the defect becomes evident. If the defect is not remedied within 30 (thirty) days, you may choose between replacement of the product, an immediate refund of the amount paid, with monetary adjustment, without prejudice to any losses and damages, or a proportional price reduction; these options may be used immediately when replacing the defective parts would compromise the product’s quality or reduce its value, or when the product is an essential one (art. 18, § 3).

2. Purchases in Colombia — right of withdrawal (retracto)

For distance sales or sales made through non-traditional methods, art. 47 of Law 1480 of 2011 (Colombia’s Consumer Statute) grants consumers the right of withdrawal (derecho de retracto) whenever the product, by its nature, is not meant to be consumed — or the service has not begun to be performed — within five (5) days:

• Deadline: up to 5 (five) business days from delivery of the product or, for services, from the date the contract is entered into;
• How to exercise it: through the same channel used for the purchase or by the email address given in section 5 (art. 46(2) of Law 1480 of 2011);
• Returning the product: the product must be returned by the same means and in the same condition in which it was received; under the law, shipping and any other costs of the return are borne by the consumer;
• Refund: the contract is terminated and the amount paid is refunded within no more than 15 (fifteen) calendar days from the moment you exercised the right and fulfilled the obligations to (i) provide the correct and complete details required for the refund and (ii) return the product as described above (art. 47 of Law 1480 of 2011, as amended by art. 3 of Law 2439 of 2024). We refund the full amount paid, without deductions or withholdings;
• Refund method: the refund is made through the payment method you prefer, from the options we will give you when we receive your request — for cash-on-delivery purchases, for example, a transfer to the account you designate (art. 5 of Law 2439 of 2024).

Under the same art. 47, the right of withdrawal does not apply to the following cases:

1. service contracts whose performance has begun with the consumer’s agreement;
2. contracts for the supply of goods or services whose price is subject to fluctuations in financial market rates that the producer cannot control;
3. contracts for the supply of goods made to the consumer’s specifications or clearly personalized;
4. contracts for the supply of goods that, by their nature, cannot be returned or may deteriorate or expire rapidly;
5. betting and lottery service contracts;
6. contracts for the purchase of perishable goods;
7. contracts for the purchase of goods for personal use.

If the store where you made your purchase publishes more favorable terms, those terms apply.

Legal warranty

Regardless of withdrawal, products sold in Colombia carry the legal warranty under articles 7 et seq. of Law 1480 of 2011, which covers the quality, suitability, safety, good condition and proper functioning of the product. If the product is defective, you may file a claim within the term set by art. 8 of the same law; the remedy follows art. 11 — depending on the case, repair, replacement of the product or a refund.

3. Digital products (United States)

For digital products sold in the United States, the guarantee stated at checkout for each product applies. When the purchase is made through a partner payment platform, the refund follows that platform’s process.

4. Software — NexaCalls and Zyra CRM

NexaCalls: you may cancel your account at any time, with no cancellation fee. Upon cancellation, your unused balance is refunded, and our team will contact you to agree on the method and timing of the refund, as set out in the NexaCalls Terms of Service. The trial credit, granted free of charge, is not refunded.

Zyra CRM (monthly or annual subscription): you may cancel at any time, with no cancellation fee.

For services contracted remotely in Brazil, such as online, the 7 (seven) day right of withdrawal, counted from the date of contracting or of receiving the service, is preserved in both cases (art. 49 of the Consumer Protection Code; section 1).

5. How to request a refund

• Email contact@ogruponexa.com with your order number or, if you don’t have it, the purchase details (for example: buyer’s name, date and product).
• If there is a product to return, we will reply with return instructions.
• Withdrawal in Brazil: there is no prior review — we immediately confirm receipt of your request and the refund is immediate; for card purchases, we ask the card issuer to reverse the charge (section 1).
• Withdrawal (retracto) in Colombia: the legal limit of 15 (fifteen) calendar days prevails, counted as set out in section 2.
• Other cases: where the law does not set a shorter deadline, once the request is approved, the refund is issued within 10 (ten) business days, to the original payment method whenever possible — for purchases made in Colombia, through the method you prefer (section 2). Refunds of NexaCalls balances follow section 4.

6. Changes to this policy

This Policy may be updated to reflect legal or operational changes. The effective date will always appear at the top of this document.

7. Contact

Questions about this Policy: contact@ogruponexa.com or phone +55 (67) 99131-2256. All channels are listed on our Contact page.