Refund & Withdrawal Policy

PetCred is operated from Brazil and may sell to customers in the European Union. The cancellation right that applies to your purchase depends on where you are a consumer:

• Consumers in Brazil: the 7-day right of regret (direito de arrependimento) under art. 49 of the Código de Defesa do Consumidor (CDC, Lei nº 8.078/1990).
• Consumers in the EU: the 14-day right of withdrawal under Directive 2011/83/EU on consumer rights, as implemented in your country.

Because purchases on PetCred are made online — outside a physical business establishment — art. 49 of the CDC gives consumers in Brazil the right to give up the contract within 7 days of the purchase or of delivery, without giving any reason. Where this right applies, amounts paid are returned, monetarily adjusted as required by law.

If you are a consumer in the EU, you generally have the right to withdraw from a distance contract within 14 days, without giving any reason. For services and digital content that period runs from the day the contract is concluded; for goods it runs from the day you receive them.

Our assessments and personalized courses are digital services/content that are supplied immediately after purchase. Both frameworks allow this right to be lost once immediate delivery begins with your agreement. Accordingly, at checkout you are asked to expressly consent to immediate performance and to acknowledge that you thereby lose the 7-day right of regret / 14-day right of withdrawal once delivery of that digital item has begun.

This is precisely why an assessment starts only after purchase and your consent: until you begin, nothing has been delivered. If you have bought an assessment but not started one, or bought a course but not opened it, the applicable 7-day or 14-day right still applies in full and we will refund you.

A printed certificate is a physical good, not digital content, so the immediate-performance waiver in section 4 does not apply to it. Your cancellation period runs from the day you (or someone you nominate) take physical possession of it — 14 days in the EU, 7 days in Brazil.

To cancel, tell us within that period using any of the methods in section 7. Then send the item back to us within 14 days of telling us, in a condition that allows us to resell it. We refund the purchase price, plus the standard delivery cost you originally paid, within 14 business days of receiving the item back or of your proof of posting it, whichever is earlier.

Return shipping is paid by the customer. You are only liable for any loss in value of the item resulting from handling it beyond what is necessary to establish its nature and condition. If the certificate arrives damaged or is wrong, none of the above applies — tell us and we will replace it or refund you in full, and we pay the postage.

Cancelling a printed certificate does not cancel the underlying certification: your credential and its verification page are unaffected.

A refund reverses what you bought, so it is worth knowing what disappears with the money:

• Refunding a certification fee withdraws the certificate. Its serial number will show as revoked to anyone who checks it.
• Refunding a renewal removes the additional year of validity it paid for, so the credential returns to its previous expiry date.
• Refunding a printed certificate cancels that order only.

We email you when any of this happens, so a credential never changes status silently.

To exercise your right or request a refund, email support@cred.pet or use our Support page, stating your account email and the order in question. A clear written statement is enough; a model withdrawal form is reproduced below and can also be requested by email.

Approved refunds are issued through our payment provider Stripe, back to the original payment method, in the original currency (EUR), typically within 14 business days. Depending on your bank it can take a few further working days to appear on your statement. We do not charge a fee for processing a refund.

We may decline a refund for digital content that has already been delivered where you validly consented to immediate performance and thereby lost your cancellation right (see section 4). Nothing in this policy limits the mandatory consumer-protection rights available to you under Brazilian or EU law, including your rights where a service is defective or not as described.

You may use the form below, but you are not obliged to — any clear statement of your decision to withdraw is sufficient.

Questions about refunds, regret, or withdrawal can be sent to support@cred.pet.