Simbio Labs

Refund Policy

Last updated: October 27, 2026

This Refund Policy explains how SIMBIO LABS LTDA, a limited-liability company (sociedade limitada — ME), CNPJ 69.798.123/0001-16, with registered office at Rua José Bonifácio, 1929, Centro, São Carlos/SP, ZIP 13560-610, Brazil (“Simbio”), handles cancellations and refunds for digital products sold on the website and in the Lumina app.

The Portuguese version of this Policy is the official, governing version and prevails in case of any conflict with this English translation.

Payments are processed by Stripe. Contact: contato@simbiolabs.com.br.

1. Right of withdrawal (Consumer Defense Code, art. 49)

For purchases made online (away from the business premises), you have 7 (seven) days, counted from receipt of the product or contracting of the service, to withdraw without stating a reason, with a full refund of amounts paid, under Article 49 of the Brazilian Consumer Defense Code (Law No. 8,078/1990).

This right applies in particular to one-off purchases of Lumens packs, subject to the rules below and applicable law. Lumina has no recurring charges.

2. Lumens and virtual currency

  • Unused Lumens within 7 days of purchase may be fully refunded upon request.
  • If part of the Lumens from that purchase has already been consumed within the withdrawal period, we will handle the request in a consumer-friendly way: the amount corresponding to Lumens still unused will be refunded; for Lumens already consumed, we may deduct proportionally the value of actual use only where the law permits, without prejudice to the right of withdrawal under Article 49 of the Consumer Defense Code.
  • If the refunded pack includes bonus Lumens from a promotion, those bonus Lumens may be removed from the account upon refund of that pack.
  • Lumens, points, badges, and virtual currency have no monetary value, are non-transferable, and are not redeemable for cash outside the legal refund situations described in this Policy.

3. Defective service or material unavailability

If the service has a defect or becomes materially unavailable due to our failure, you may request, under the Consumer Defense Code, cure of the failure, cancellation with the applicable refund, or another remedy provided by law. Email contato@simbiolabs.com.br describing the issue.

4. How to request

Email contato@simbiolabs.com.br with:

  1. account name and email;
  2. order / charge identification (Stripe ID, last digits of the card, or date and amount);
  3. what you want (withdrawal, Lumens refund, service failure);
  4. a short description if helpful.

We will reply within a reasonable time and, if a refund is due, start the process.

5. Refund method and timing

  • Refunds are issued to the original payment method used for the purchase, through Stripe.
  • After approval, we process the refund within up to 10 (ten) business days. The time for the amount to appear on your card or account statement depends on the issuer/financial institution and may be longer.
  • We do not refund to a different method than the original, except for technical impossibility and agreement with you.

6. Card chargebacks

Before opening a dispute with your bank or card network, contact us at contato@simbiolabs.com.br. In most cases we resolve matters faster this way. Improper or abusive chargebacks may lead to account suspension, without prejudice to lawful measures and to your genuine dispute rights.

7. “Coming soon” products

Ponies and Koda are not yet for sale. When they launch, this Policy will apply to them, with any updates published on the site.

8. Changes

We may update this Policy. The date at the top indicates the current version. Changes do not reduce rights already acquired under the prior version, nor non-waivable rights under the Consumer Defense Code.

9. Contact and venue

Questions and requests: contato@simbiolabs.com.br.

Brazilian law applies. Venue: judicial district (comarca) of São Carlos/SP, without prejudice to the consumer’s domicile under the Consumer Defense Code.

SIMBIO LABS LTDA — CNPJ 69.798.123/0001-16
Rua José Bonifácio, 1929, Centro, São Carlos/SP, ZIP 13560-610, Brazil