Version 2026-09-14 · Last updated 2026-09-14
This page explains in plain language when a refund applies and how to request one. It neither creates nor removes rights: your statutory consumer rights and the right of withdrawal are set out in clause 5 of the Terms of Use and prevail over anything said here. The Portuguese version is the reference text.
As long as the document has not been downloaded, the refund is full and needs no justification. Just ask through the email address shown at the end of this page.
A misspelled name, a wrong date, the wrong rent figure — none of this means buying again. A paid document stays editable and can be downloaded as many times as needed, at no extra cost. Fix it and download again.
One known exception: some identification fields are locked after payment, notably the tenant's name and the property details. This prevents one payment from producing contracts for different tenancies. If you need to change one of those because of a genuine mistake, write to us.
If the file is not generated, arrives corrupted, does not open in Word or a common PDF reader, or if payment is taken without the document being unlocked, the refund is full even if a download has already happened. We would still rather try to fix the problem first — in most cases that is faster than a refund.
In this case there is no right to a refund: by confirming the purchase you expressly requested immediate performance and, once downloaded, the 14-day right of withdrawal ceased (Decree-Law 24/2014, article 17(1)(m)). That is why the acceptance checkbox appears before payment and not after.
Nor is there a refund where the other party refuses to sign, where the tenancy does not go ahead, or where the document is refused by a third party for reasons unrelated to its content — the service provided was generating the document, not the outcome of the deal.
Write to the address shown at the end of this page, from the account's email address, stating the purchase date. We reply on business days.
Payment is processed by Paddle, acting as Merchant of Record: Paddle issues the invoice and returns the money, normally within 1 to 3 business days of approval, to the same payment method used for the purchase. Your bank statement shows Paddle, not this site.
Nothing on this page limits the rights the law grants consumers, in particular those under Decree-Law 24/2014 and those concerning lack of conformity of digital content. If this page and the Terms of Use diverge, the Terms prevail.
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