1. How to cancel your subscription
You can cancel your subscription at any time, free of charge. Cancellations are made only through your Elor dashboard:
- Open your Profile.
- Tap “Cancel subscription”.
- If you like, tell us why. It helps us improve, but it's optional.
- Confirm the cancellation.
You'll get a confirmation email right away with the date and time of your cancellation.
The account holder is responsible for canceling and, if applicable, requesting a refund within the deadlines in this policy.
2. What happens after you cancel
Once you cancel, you won't be charged again. Your access stays active until the end of the period you've already paid for, and your subscription won't renew.
Example: if your subscription renewed on the 10th and you canceled on the 20th, the plan stays available until the 9th of the following month, with no new charge.
3. 7-day guarantee
In the first 7 calendar days after payment is confirmed, you can cancel your subscription and get a full refund, with no explanation needed and at no cost. This is the right of withdrawal under Article 49 of Brazil's Consumer Protection Code.
How the 7 days are counted
The payment day doesn't count. Day 1 is the day after payment, and the deadline ends on day 7 at 11:59 p.m. (Brasília time).
Example: if payment was confirmed on October 10, the deadline is October 17 at 11:59 p.m.
How to request a refund
- Cancel your subscription in the dashboard (Profile → Cancel subscription). You'll get a cancellation confirmation email right away.
- Send your refund request to support@elorguardian.com with the subject “Guarantee refund”. Include the email used at sign-up and, if you like, briefly describe why you canceled.
The refund request must be emailed by day 7 at 11:59 p.m. Requests sent from day 8 onward aren't eligible for a refund, even if the cancellation was made within the deadline. To be safe, cancel and send the email on the same day.
After your request
We'll reply and process your refund within 5 calendar days of receiving your email. How long it takes to appear on your statement depends on your bank or card issuer. Once the refund is issued, access to the subscription ends.
The guarantee applies to each new subscription, including when you change plans.
4. Canceling after 7 days
After the 7-day guarantee, canceling doesn't entitle you to a refund for the period already paid, except as required by law. Access continues until the end of that period, and no new charges are made.
5. Changing plans
Upgrading (for example, from Base to Horizon)
The change works as a new subscription. You pay the full price of the new plan, which starts right away, and the previous plan ends at the same moment, with no prorated credit and no refund for the remaining days.
This condition is shown on screen before you confirm the change. To make the most of the period you've already paid for, switch close to your renewal date.
Downgrading
Cancel your current plan and, when the paid period ends, subscribe to the new plan.
The new plan also has the 7-day guarantee.
6. Billing and renewal
The subscription is monthly and renews automatically on the same date until it's canceled. If a plan's price changes, you'll be notified by email before renewal.
If you're charged by mistake, contact support. The amount will be refunded in accordance with Brazil's Consumer Protection Code.
7. Personal data
To process subscriptions, cancellations and refunds, we handle the account holder's data, such as name, email, plan and payment records. Card details are processed by the payment provider and aren't stored by Elor.
More details are in our Privacy Policy.
8. Contact
For questions about cancellation or your subscription, and for refund requests, write to support@elorguardian.com, preferably from the email used at sign-up. Include the account holder's name and the plan.
Email support9. Updates to this policy
This policy may be updated to reflect improvements to the service or changes in the law. The current version is always available on the website, with the date of the last update. Important changes are communicated by email and don't affect the period you've already paid for.