How purchases and refunds work on Grixo (https://grixo.co), operated by BOSQUE DE CANELA - UNIPESSOAL LDA. This sits under our Terms of Service.
1. What a purchase is
You’re buying power tokens, topped up as one-off amounts. Nothing renews , there are no subscriptions, no seats, no recurring charges, and it’s digital content delivered online.
2. The 14-day withdrawal right
EU consumers usually get 14 days to withdraw from an online purchase, recognised in Portugal by Decreto-Lei n.º 24/2014 on distance and off-premises contracts. For digital content, though, that right disappears once delivery starts, provided that at checkout you (a) expressly agree to immediate access and (b) accept that doing so ends the withdrawal right. In practice: the moment power tokens hit your balance and you start dispatching runs, the 14 days no longer apply. If you’ve topped up but spent none of those power tokens and you’re still inside 14 days, email [email protected] and we’ll refund in full.
3. Tokens and the ledger
Top-ups are one-off, there’s nothing to cancel. Once bought they’re non-refundable except under the withdrawal right above or the fault cases below, and anything already debited won’t be refunded. Bonus power tokens carry no cash value. Since every reserve, debit and release is written to the append-only ledger with the balance after it, that ledger is what we go by for any claim.
4. Failed runs, and when money comes back
A run reserves power tokens up front and automatically returns the reservation if it fails, failed runs cost you nothing, so there’s nothing to refund. On top of that, we’ll refund or credit power tokens where a fault on our side consumed or blocked them, where there’s a duplicate or incorrect charge, or where you flag an accidental top-up before spending any of it. And if what we supply is faulty or not as described, your statutory rights under EU law and Portuguese Decreto-Lei n.º 84/2021 on the sale of goods and digital content remain intact.
5. How a refund reaches you
Approved refunds go back to your original payment method, normally within 14 days, subject to your provider’s timings. Where it makes more sense, and with your agreement, we may credit power tokens instead.
6. Enterprise
Custom or Enterprise agreements override this policy wherever their terms differ.
7. Getting in touch
Refunds or withdrawal requests: [email protected]
BOSQUE DE CANELA - UNIPESSOAL LDA · NIPC 519494210 · Avenida Atlântico 16, escritório 2.01, 1990-019 Lisboa, Portugal · +351 923 224 438 · [email protected]
Consumers can also take an unresolved dispute to Portugal’s State Consumer Rights Protection Authority (DGC, https://consumidor.gov.pt).