Refunds and guarantee

In short

If a programme or a plan is not what you are looking for, email suporte@heloraterap.com within 14 days of the purchase and we will refund you in full. You do not have to give a reason. There is no subscription, so there is nothing to cancel later.

1. The 14-day refund guarantee

Every purchase, whether a single programme or a plan with guidance, comes with a 14-day guarantee. Within the 14 calendar days after payment, ask for a refund for any reason, or for no reason at all, and we will refund 100% of what you paid, even if you have already read lessons or started the guidance. This is a commercial guarantee we give voluntarily, on top of your legal rights.

2. The legal right of withdrawal

Consumers in Portugal, the rest of the European Union and the UK generally have 14 days to withdraw from an online purchase without giving a reason (in Portugal, under Decree-Law No. 24/2014).

• Programmes (digital content). For digital content supplied immediately, this right ends when supply begins, provided the consumer has expressly requested immediate supply and acknowledged that they would lose this right (Article 16(m) of Directive 2011/83/EU and Article 17 of Portuguese Decree-Law No. 24/2014). On the checkout page we ask you to confirm exactly that, because the lessons are delivered a few minutes after payment.
• Guidance (a service). If you ask for the guidance to be available during the withdrawal period and then withdraw from the contract, the law allows us to charge for the part already provided. We do not: within the 14 days, the refund is always 100%.

Our 14-day guarantee applies in full in every case, so in practice you keep the same 14 days to change your mind. If you would rather not request immediate access, email us before you buy and we will arrange a purchase with access after the 14 days.

3. How to ask for a refund

1. Email suporte@heloraterap.com from the address you used for the purchase, or use the contact form and choose "Refund request". You can also use the model withdrawal form, but you do not have to.
2. Give the purchase reference from the confirmation email or the receipt, if you have it. If you do not, we will find the purchase for you.
3. That is all. No forms to post, no calls and no questions.

We confirm your request within one working day and process the refund through Stripe, to the payment method you used, within 14 days at most. Depending on your bank, the money appears in your account within 5 to 10 working days. When a refund is made, access to the refunded purchase and any remaining guidance come to an end.

4. After the 14 days

Once the guarantee period is over, purchases are final, except in the cases set out below or where the law of your country gives you more rights, in which case the law prevails.

5. Faulty, not as described or not provided

If a lesson does not open or is incomplete, or a programme is clearly different from its description, let us know and we will fix the problem. If we cannot fix it within a reasonable time, you are entitled to a full refund at any time, under Portuguese Decree-Law No. 84/2021. If we cannot provide weeks of guidance you paid for, or if the guidance is suspended for safety reasons, we refund those weeks in proportion to the part of the price that corresponds to the guidance.

6. Payment or delivery problems

• Charged twice: we refund the duplicate payment straight away.
• You paid and received nothing: see delivery and access. If we cannot deliver, we refund you in full.
• You bought a programme and then a plan that includes it: write to us within 14 days of buying the plan and we will refund the single programme.
• A charge you do not recognise: look for HELORATERAP and write to us straight away. If you did not make the purchase, we will refund it.

7. Talk to us before opening a dispute with your bank

A bank dispute takes weeks and blocks your access while it is being reviewed. An email to us usually sorts things out the same day, and we never refuse a valid refund request.

8. Abuse

If the same person repeatedly buys and asks for a refund, or shares the access link before asking for a refund, we may refuse future purchases. This never affects the legal rights described above.

Complaints

Complaints book. Under Portuguese law, you can file a complaint in the official Livro de Reclamações (the Portuguese electronic complaints book) at livroreclamacoes.pt. The complaint is sent both to us and to the competent authority.

Alternative dispute resolution. If a consumer dispute cannot be resolved directly with us, you can turn to a consumer arbitration centre. CNIACC, the Portuguese National Centre for Information and Arbitration of Consumer Disputes (cniacc.pt), handles disputes anywhere in Portugal where no regional centre has jurisdiction, and the full list of authorised centres is published on the Portuguese Consumer Portal (consumidor.gov.pt). Consumers in other European Union countries can also contact the European Consumer Centre in their own country.

Contact

Ana Sofia Oliva dos Reis, R. de Pedro Simões, 9, 7000-629 Évora, Portugal
suporte@heloraterap.com · +351 962 931 375