Refunds and Cancellation

Last updated: October 31, 2026 · Version 1.0

Summary

Changed your mind within 7 days (14 days in the EU/UK)? Full refund if no credits were used.
Cancel your subscription any time, without penalty; it stays active until the end of the paid period.
Defective file: we fix it, regenerate it or return the credits.

This is a translation of the Portuguese version. If there is any conflict, the Portuguese version prevails, except where the mandatory law of your country requires otherwise.

Current status: payments, subscriptions and paid credits are not yet active on STLzilla. The rules about them below apply once billing is enabled; until then, nothing is charged.

1. Right of withdrawal

Under Brazil’s Consumer Defense Code (article 49), you may cancel the purchase of a subscription or a credit pack within 7 calendar days of payment. Consumers in the European Union and the United Kingdom have 14 days.

If no credits from that purchase were used, we refund the full amount.
If some credits were used, we refund the amount for the unused credits, since files already delivered are digital content that has been supplied.
EU/UK consumers: when you request a download, you ask for immediate supply of digital content and acknowledge that you lose the right of withdrawal for that content once the download starts.

To request it, write to guto@stlzilla.com from your account email, identifying the purchase. No reason is needed.

2. Cancelling a subscription

You can cancel any time from My account, with no penalty and no minimum term.
Cancelling stops future charges. The subscription, the cycle’s credits and the commercial license remain valid until the end of the paid period.
Outside the withdrawal period, the current period is not refunded pro rata.

3. Defective files

If a paid file does not open, is corrupted or does not match what was shown, tell us through “Report a problem” or by email within 30 days. We will fix the file, regenerate it or return the credits used.

4. How refunds are paid

Refunds go back to the original payment method through Stripe within 10 business days of approval. The time to appear on your statement depends on your card issuer. The corresponding credits are removed from the account.

5. Not refundable

Courtesy, coupon and promotional credits.
Credits that expired under the plan or pack rules.
Dissatisfaction with prints caused by the user’s printer, material or settings, when the file is correct.

6. Chargebacks

Before disputing a charge with your card issuer, please contact us: we solve most cases within a few days. Opening a chargeback suspends the account until it is resolved.