Refunds and Withdrawal

This English text is a convenience translation. In case of any divergence, the Portuguese version prevails.

This Policy explains how to request cancellation, a refund, exercise the right of withdrawal and report defects. It does not reduce rights under the Brazilian Consumer Protection Code (CDC).

1. How to request withdrawal or a refund

You may exercise the right of withdrawal without giving a reason through Exercise right of withdrawal in My Account > Orders, through the public /en/withdrawal form, including without signing in, or through through the form on the Contact page or by e-mail at support@tranzioagenciamento.com. The protocol is shown immediately on screen.

The seller is Tranzio Intermediacoes e Agenciamentos Ltda, CNPJ 66.666.656/0001-56, with address at Rua Aparecido Sanches Massano, 86, Centro, Mamborê/PR, CEP 87340-000. Electronic support: requests are received at any time through the form and by e-mail, with a reply within 5 days.

2. Withdrawal period

For purchases made outside a commercial establishment, you may withdraw within 7 days from payment confirmation, until 23:59 Brasília time on the seventh day (CDC, art. 49). There is no consumer cost or requirement to give a reason.

3. Key not redeemed

If the Tranzio Key has not been redeemed and no issuer code has been shown, the key is automatically cancelled and the full amount is returned by Pix at no cost. We do not require store credit, a balance, wallet or voucher instead of a refund.

4. Key redeemed, code shown or top-up completed

A key already redeemed, a code already shown or a top-up already completed does not result in automatic refusal. The request goes to human review, which considers the CDC, including art. 49 and arts. 18 to 20, and case evidence. You receive a reasoned response within 5 days.

A top-up sent to the informed ID or a code already shown may not be reversible by the publisher. This technical limitation is not a waiver of rights and does not mean “used code = no refund.”

5. Defects, discrepancies and delayed delivery

Report an invalid code, incorrect amount, top-up not received, wrong product or region delivered by Tranzio, or delivery beyond the maximum deadline shown on the SKU to Tranzio. Tranzio responds directly and offers the applicable solution, such as replacement, re-performance or refund. You do not need to deal only with the publisher.

We may request information needed to check delivery, such as order number, player ID, date and time, and screenshots. This does not limit rights concerning defects, quality, information and offer under the CDC.

6. Pix refund method and technical window

Approved refunds are returned by Pix devolução, processed by Luxtak, to the payer account. The technical window available for a Pix return does not limit your rights under the CDC. Where a refund is due, Tranzio provides the applicable solution even if it is necessary to review the transaction.

7. MED, fraud and requests under review

The MED, the Central Bank's Special Return Mechanism, may be triggered by the payer's bank in fraud cases. Orders under MED or review may be suspended. MED does not replace assessment of an ordinary commercial issue, defect or withdrawal.

8. Support and records

Information requests, complaints, cancellations and refund requests receive a reply within 5 days. Confirmations, protocols and statuses are available on screen and in My Account; we do not promise automatic e-mail. Human replies are sent to the e-mail address provided by the customer.

Records of withdrawal requests and complaints are kept for 5 years, as described in the Privacy Policy.

Version history

2.0 — 21 October 2026: compliance review (Decree 7.962/2013, CDC, LGPD, Marco Civil and Decree 8.771/2016, Law 15.211/2025, LBI); replaces version 1.2.