Last updated: July 5, 2026.
This Return and Refund Policy explains how cancellations, withdrawal rights, refunds, credits, subscriptions, and personalized requests work at Dindili. It is part of the Terms and Conditions of Use and should be read together with the Privacy Policy.
Our goal is to be fair to families and transparent about the nature of the service: stories, covers, illustrations, audio, and files are personalized digital products generated from data and preferences provided by the parent or guardian, with processing costs and external providers.
1. How to request cancellation or refund
Requests must be made by e-mail at [email protected] or through https://dindili.com/contact/. To speed up review, send the e-mail used in the account, the plan or package name, purchase date, payment identifier or receipt, and an objective description of the request.
We may request additional information to confirm identity, account ownership, payment status, credit consumption, story generation, and media use. Requests without sufficient data may take longer or be refused until ownership is verified.
2. Right of withdrawal in online purchases
When applicable under Brazilian consumer protection law, the user may exercise the right of withdrawal within 7 (seven) calendar days counted from the purchase or subscription made outside a physical establishment, especially when the service has not yet been fully used or consumed.
If there is immediate use of a personalized digital service, credit consumption, story generation, media generation, file delivery, or another effective cost already started at the user’s request, Dindili may assess a proportional deduction, partial refund, credit return, or another appropriate solution, always respecting mandatory consumer rights.
3. Subscriptions
You may cancel your subscription to prevent future charges through the paths available in the dashboard or through support. Cancellation does not automatically delete the account, data, stories already generated, financial records, or files that must be kept for legal obligations, security, support, or defense of rights.
After the statutory withdrawal period, subscription amounts already paid are normally not refundable merely because of cancellation before the end of the contracted period, except in cases of proven failure by Dindili, improper charge, duplication, a specific promotional rule, or legal determination.
If a recurring subscription renews and the user alleges an improper charge, lack of authorization, or technical issue, we will review the contracting history, usage, and payment gateway. When the charge is confirmed to be improper, we will process a reversal or refund through the appropriate method.
4. Purchased credits
Credits are internal digital units used to request extra stories and additional resources. Purchased and unused credits may be refunded within the statutory withdrawal period, when applicable, or in case of improper charge, duplication, or acknowledged failure.
Credits already consumed in properly processed requests are not automatically refundable in money. If a request consumed credits and failed due to a technical error by Dindili or its providers, we may reprocess the request, return credits to the balance, replace it with an equivalent benefit, or refund the proportional amount, depending on the situation and applicable law.
Promotional credits, bonuses, retention credits, courtesy credits, free offers, or compensation granted by the platform may have validity periods and specific rules and, as a rule, are not converted into money.
5. Personalized stories
Personalized stories are generated based on information registered by the parent or guardian and automated processing. Once generation begins or the story is delivered, the personalized digital service has already been performed in whole or in part.
There will be no automatic refund merely because the user did not like the style, theme, length, narrative tone, or creative choices compatible with the information provided. Even so, if there is an evident technical error, delivery failure, corrupted content, incomplete generation, or serious misalignment caused by a system failure, the user may contact support for review and possible correction, regeneration, credit, or proportional refund.
6. Covers, illustrations, audio, EPUB/PDF, and complete package
Requests for covers, illustrations, narrated audio, EPUB/PDF, Kindle delivery, and complete package may enter a production queue and involve external providers. When the request is accepted, credits may be debited and processing may begin immediately.
If the resource is correctly delivered or in normal processing, there is no automatic refund for late withdrawal. If there is a confirmed technical failure and Dindili cannot reprocess or deliver within a reasonable period, we may return credits, reprocess at no additional cost, offer an equivalent alternative, or refund the corresponding part.
Video may appear as a planned or coming-soon resource. Until it is released in the dashboard for purchase and actual processing, it is not a mandatory delivery promise, except where expressly and specifically offered at checkout.
7. Delivery issues
Delivery failures by e-mail, WhatsApp, or Kindle may occur due to an incorrect address, invalid phone number, spam blocking, full mailbox, lack of Amazon authorization, unavailability of the destination platform, third-party rules, or external instability. In these cases, we will try to guide the user or resend when technically possible, but this does not create an automatic refund if the content is available in the dashboard.
8. Duplicate charge, fraud, or unrecognized payment
If you identify a duplicate charge, incorrect amount, or unrecognized payment, contact us immediately. Once duplication or improper charge is confirmed, we will arrange reversal, refund, balance correction, or cancellation according to the gateway and the situation.
If there is suspected fraud, misuse, abusive chargeback, attempt to bypass credits, or violation of the Terms, we may suspend the account, hold deliveries for review, and preserve records necessary to defend rights.
9. Refund method and timing
When approved, the refund will preferably be made through the same payment method used for the purchase, subject to the rules of the gateway, bank, card, Pix, or intermediary platform. The internal review period may vary depending on case complexity, but we seek to respond to complete requests within up to 7 (seven) business days.
After the request is submitted to the gateway, the time for the amount to appear on an invoice, account, or statement depends on the financial institution. Card reversals may take billing cycles; Pix and digital wallets may have different timing depending on the provider.
10. Situations normally not refundable
Except for legal obligations, confirmed failure, or a specific offer rule, the following are normally not refundable:
- credits already consumed in a delivered or properly processed request;
- personalized stories, images, illustrations, audio, or files already generated according to the request;
- withdrawal after substantial personalized processing has begun;
- subjective dissatisfaction with reasonable AI creative choices;
- failure caused by incorrect data entered by the user;
- delivery issues caused by third-party blocking, configuration, or rules, when the content remains available in the dashboard;
- promotional credits, bonuses, gifts, or courtesy credits;
- accounts suspended for fraud, abuse, legal violation, or serious breach of the Terms.
11. Partial refunds and credit returns
When only part of a request has failed, we may apply a proportional solution. For example: if a package was partially delivered, the review will consider completed items, pending items, credit cost, applied discount, reprocessing possibility, and actual impact on the user.
In many cases, returning credits to the balance may be the fastest and most appropriate solution, especially when the user intends to request a new story or media item. Money refunds will be reviewed when there is a legal basis, improper charge, uncorrected failure, or specific agreement.
12. Preservation of rights
This Policy does not limit mandatory consumer rights provided by law. If any clause is interpreted in a way that conflicts with an applicable legal rule, the legal rule will prevail, and the remaining provisions will remain valid.
For any questions about returns, cancellations, or refunds, contact us at [email protected] or https://dindili.com/contact/.
