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Delivery, Exchange, Return and Refund Policy

Estimated reading time: 25  minutes

Last update: 09/27/2020

1. Summary and objective

 

Welcome to the www.andrersanches.com website, applications and associated services (“Site”).  We understand how important it is to all people (“Customer(s)”, “You(you)”) who purchase any products and services from the company and/or Partners/Producers/Affiliates/related third-party products (“Partner(s) )") and services to understand how they are delivered and their related aspects, such as availability, collective purchase, exchange, return and refund for the various websites, applications and services of the Company ("Site"), this Policy serving to regulate in a manner simple, transparent and objective way.

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The company encourages customers to commit to a purchase and allow them to purchase without fear of consequences. The policy applies to pages related to any of the company's brands, including all those listed in the  official website , covering all its products and services.

This policy constitutes  a legally binding contract between you and Andre Sanches Mentor, Coach, Speaker, Mindset Advisor and Agile Culture
and its subsidiaries/affiliates/group companies (“Company”, “Company”, “Group”), so please read them carefully. If you do not agree with the Policy, please avoid using the website.

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2. General conditions

 

2.1 Payments

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In the case of any type of payment, the delivery period is considered from the payment confirmation by the administrator, which can occur in the following calendar days/hours:

  • Payments by bank slip (limited to some countries), up to 72 hours.

  • Credit card, up to 24 hours.

  • Direct debit (limited to some countries), up to 8 hours.

To further increase your security, paid orders undergo a registration data verification. If there is a discrepancy in the registration, the company may contact you.

2.2 Cancellation of Transactions Paid via PayPal

Purchases paid via PayPal ( https://www.paypal.com ) can be canceled by the customer, with the respective refund requests, if the refund period for each product is respected, as follows:

  1. The customer can demand cancellation and refund directly via  Institutional Contacts .

  2. The customer can also contact the partner responsible for the digital offer purchased directly and request cancellation and refund. In that case, the Partner will carry out the procedure through the Site.

  3. Only in the case of subscription (monthly recurrence), the customer can cancel directly through their PayPal account. It is important to note that canceling a subscription does not mean that a purchase will be refunded.

3. Specific conditions - physical products

3.1 Delivery

Deliveries made by the Company and its partners are carried out from Monday to Friday, from 8:00 am to 9:00 pm, local time. The delivery period is counted from the confirmation of payment on working days, that is, it does not include Saturdays, Sundays and holidays. Exceptionally, deliveries can take place on Saturdays, Sundays and holidays.

 

Check the dimensions of the product and make sure they are suitable for the elevators, doors and corridors of the delivery location, as we do not assemble, disassemble the product and/or doors and windows, transport by stairs or lift on the side.  outside the building.

 

Our couriers make up to three delivery attempts at the specified location. It is essential that, at the requested address, there is a person authorized by the Customer, over 18 years old and carrying an identification document to receive the goods and sign the protocol.


Important: once the order has been completed, it is not possible to change the delivery method, request an advance or priority. All delivery times consider inventory, region, invoice issuance process and product preparation time. With each update in order status, our system automatically sends alert emails. Therefore, it is important to keep your email address up to date on record.

3.1.1 Situations where delivery may be delayed


If there are three unsuccessful delivery attempts, the order will be returned to the Distribution Center/Partner. For a new attempt, the address must be confirmed. The deadline for reshipping the product will be the same as informed at the end of the order and will start from the confirmation of the address. Products purchased from partner sellers will be cancelled.


After completing the order, it is not possible to change the delivery address. If you provided the wrong address, please contact us through  Institutional Contacts  and request cancellation of the purchase.


After cancellation, update the shipping address on your record.

IMPORTANT:

  1. For security reasons, under no circumstances do our operators change the delivery address or customer registration data. If you provided the incomplete address, please contact us through the  Institutional Contacts  and report the missing data.

  2. It will only be possible to add additional information such as block, floor, reference point. It is not allowed to change the street name or the building/house number, for example.

  3. Natural and adverse factors: heavy rains, accidents or strikes in the region where the product must be delivered make it impossible for the carrier to arrive.

3.1.2 When to refuse delivery


Products are shipped to the customer exactly as delivered to us by the manufacturer. If any of the following situations occur, refuse to receive the goods and write the reason for refusal on the back of the delivery documents:

  • Open or damaged packaging.

  • Defective product.

  • Product not in accordance with the order.

  • The product delivered is different from the one purchased.

  • Lack of accessories.

If you still accept the product, please inform the Company through the  Institutional Contacts  within 72 hours.

3.1.3 Availability

The delivery time for the products varies according to the location, payment method and availability of the product purchased and can be viewed on each product's page or in the cart (in general, no more than 2 weeks).

When buying more than one product, they will be delivered according to the delivery time of each one.

Attention: the deadline for delivery of the order will be considered after its approval by the related financial institutions and by the company, after validation of the registration data.

3.1.4 Delivery Attempts and Failure

In case the recipient is absent, carriers undertake to make up to three delivery attempts on alternate days.

 

It is essential that, at the requested address, there is a person over 18 years old with an identification document to receive the products and sign the protocol.

If all three attempts result in a failure, the order will be returned to the Distribution Center/Partner.

 

For a new delivery attempt, the address must be confirmed. The deadline for reshipping the product will be the same as informed at the end of the order, counted from the confirmation of the address.

3.1.5 Address Location

In case of difficulty, the delivery personnel immediately notify the team responsible for sending the products, which will contact the Customer to confirm and complete the data and complete the delivery.

Incorrect or incomplete data can cause unnecessary delays.

3.1 Exchange and Return

The Customer may use the package itself to include all items related to the order. The product(s) returned must be without indication of use, with the original packaging, the user manual (if any) and accessories that are part of the order. Under no circumstances attempt to carry out repairs, repairs or alterations in order not to violate the warranty. Return with the respective invoice.

In case of difficulty in needing to exchange, return, cancel or notify the damage, the Customer must contact the company through the  Contacts  Institutional  within a maximum period of 7 (seven) calendar days after the date of receipt of the goods.

Provide detailed information about the need to exchange and/or return the product(s). Financial investments in returning any item will be refunded​​ for the company. We all regret any inconvenience caused to a single customer. Help the company make the customer experience always better by providing detailed feedback through the  Contacts  Institutional .

3.2 Reimbursement

The company is so convinced that the customer will absolutely love our products and services that they offer a 7-day risk-free money back guarantee.

If you are not satisfied with the product for any reason, you can get a refund within 7 days of purchase.

4. Specific conditions - digital products/services

Deliveries made by the company and the partner are specific to each product and are reported on each related page.

Time can range from online delivery (eg e-book, recorded course, recorded video, digital book) to several months (specific course will start next month, class will start next year).


(“Digital Offer”) is any content in various digital formats (eg, videos, audio files, text, articles, e-books, software, audiobooks for applications) and/or private online digital delivery services/ groups (for example, courses, events, meetings, classes, lives, online seminars) created by the Company or Partner(s) who authorized the granting of exclusive rights to market it, which is made available to release, promote and market when using the Site.


The company and/or partner holds the intellectual property rights to a digital offer or has a valid license to market the digital offer with exclusive rights and uses the website to enable the launch, promotion and market of this digital offer.

For purchase issues and questions, such as payment options, product access, refunds and general support, we ask the customer to contact you through the
  Institutional Contacts .

4.1 Delivery

Deliveries may vary for each product and service. For example, available digital files will be sent immediately to the customer on the preferred channel, for example a PDF can be sent to the customer's email right after purchase.

Other products and services may be delivered at some point in the future due to specific and explicit information on the product and/or service(s) page information, eg an online class scheduled to take place 3 months from now.

4.1.1 Situations where delivery may be delayed


Keep your digital addresses and contact records up to date, eg email, WhatsApp number, social media and instant messaging addresses. to avoid not receiving communications from us.

Remember: just one misspelled character is enough to not receive product(s) and service(s) for you.


After completing the order, it is not possible to change the delivery address. If you provided the wrong address, please contact us via the  Institutional Contacts .


After cancellation, update the shipping address on your record.

 

IMPORTANT:

  1. For security reasons, under no circumstances do our operators change the delivery address or customer registration data. If you provided the incomplete address, please contact us through the  Institutional Contacts  and report the missing data.

  2. It will only be possible to add additional information such as block, floor, reference point. It is not allowed to change the street name or the building/house number, for example.

  3. Natural and adverse factors: heavy rains, accidents or strikes in the region where the product must be delivered make it impossible for the carrier to arrive.

4.2 Exchange and Return

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The customer must send digital file(s) with problem(s) to understand what happened and improvements for future customers. In this case, we will provide specific guidance through the  Institutional Contacts .

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Provide detailed information about the need to exchange and/or return the product(s) and/or service(s). Financial investments in returning any item will be refunded​​ for the company. We are all deeply sorry for any inconvenience caused to a single customer. Help the company to always improve the customer experience by providing detailed feedback through the  Institutional Contacts .

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4.3 Refund

The deadline for canceling the purchase of 7 to 30 days, defined by the company or partner(s) for its digital offer, runs from the moment the sale is completed. Therefore, the customer is responsible for immediately verifying whether access to the purchased digital offer has been granted. For this purpose, if there is any technical problem duly proven by the company (or Partner) to access the purchased content, the cancellation period will be on hold until the problem is resolved, when it will start counting from where it left off.

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In case of refund, the customer can be refunded via direct debit or credit card refund, depending on the method of payment used at the time of purchase. Refunds may take up to 30 days to be credited in the case of direct debit and 30 to 60 days when refunded by credit card.

Refund requests imply the return of the total purchase amount and never in parts. This applies to all products made available on the website.

4.4 Obligations of the Company

The company is a website for distributing digital offers. The company is neither legally nor financially responsible for the partner's digital offer, as its content, functionality, quality, offer and promotion are the sole responsibility of the partner who created and made it available through the platform.

Upon completing the purchase, the customer agrees and accepts in full and without restrictions  Terms of Use ,  Privacy Policy  and  Code of Ethics . Therefore, reading these documents is highly recommended.

4.5 Access blocked and purchase denied

The Client agrees that the company may, at its sole discretion, preventively block its access to the Site, whenever it becomes aware of any indication of an act or conduct that may be characterized as an illegal practice, violation of  Terms of Use ,  Privacy Policy  and  code of ethics  on the company's website or that represents a violation of the rights of partners, users or partners. The preventive block must be maintained until (i) it is established that the suspicious act or conduct did not characterize an illegal practice, based only on the criteria and assessment of the company; or (ii) the parties formally resolve the matter amicably or (iii) by court order or as determined by administrative authorities. If the illegal nature of the conduct is confirmed, the preventive measure will be converted into a definitive prohibition, which will not generate the customer's right to reverse any amounts paid.

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In addition, if the purchase attempt is initiated by a customer who (i) has already made more than one refund request from the company; and/or (ii) have your name or identity linked to public or private lists designed to identify persons involved in illegal/irregular activities; and/or (iii) if the company finds that the customer has atypical and suspicious behavior or actions that could compromise the rights of users, partners or third parties.

4.6 Disclaimers and Limitations of Liability of the Company

The website and associated parties will not be responsible.​​ for any loss of profits, consequential damages, punitive damages or special or indirect damages arising out of or related to our  Terms of use  or our services, even if we are advised​​ of the possibility of such damages. The laws in some states or jurisdictions do not allow the exclusion or limitation of certain damages; therefore, some or all of the exclusions and limitations set forth above may not apply to specific customers and users. Notwithstanding anything to the contrary in our terms, in such cases, the Company's Site's liability will be limited to the amount spent on the purchase made.

 

The products, services and features provided by the website are provided as is, without any express or implied warranty, including, without limitation, warranties of merchantability, fitness for a particular purpose, ownership, non-infringement, and protection against computer viruses or other harmful code .

The website assumes no responsibility for the uninterrupted availability of its applications and the customer acknowledges that, as a result of operational problems, the applications and systems are subject to possible interruptions, technical failures and temporary unavailability issues, without these operational problems giving rise to any right to indemnity at any time, constituting a case of force majeure, excluding liability.

4.7 Obligations of the partner

The creator (Partner) of the digital offer is solely and exclusively responsible for the digital offer in all legal and financial matters. Any extrajudicial or legal inquiries about the content of purchases of the digital offer, its characteristics, quality, features, offer and advertisement must be made directly with the partner through the email address provided or other available contact method.

There is a 7 to 30 day guarantee period guaranteed by the partner to request cancellation of the purchase in case of defect/inconsistency of the digital offer.

4.8 Purchases through smart parcel  Smart Installment  (limited to some countries)

If the purchase of the digital offer was made through Smart Installment, in accordance with the offer and the policies created under the responsibility of the partner, the Customer is aware that non-compliance with any of the installments will occur in the access block to the digital offer purchased . In addition, customers who have not fulfilled their obligations may be prevented from making new purchases of the digital offer registered on the website.

4.9 Purchases in the free trial period

If the digital offer is made available in the Free Trial Period, as per the clarifications, this mode represents a free usage period. This period will have the duration established by the company or partner  and has the sole purpose of allowing interested parties to experience the digital content within the established period.

It is noteworthy that, if the customer does not formally cancel the free trial period at the end of its term, the company or partner  responsible for the digital offer will automatically start charging for the payment related to the subscription of the digital offer, the purchase of which will be regulated by this policy.

4.10 Ticket purchases for  Events

Regarding the purchase of tickets (electronic tickets) to participate in an event created by the company or partner  as organizer, under your sole responsibility, the following rules and conditions apply:

  • For ticket purchases, the rules for the refund of the amount paid, requested due to the regret of the purchase, are defined by the company or partner. Therefore, to confirm the specific purchase rules to be purchased, please check this information on the ticket sales page.

  • Note that, in some cases, the company or partner  will only accept the refund request if made by the customer within 7 (seven) days from the date of purchase and provided that the refund request is made at least 48 (forty and  eight) hours before the event start time. Therefore, please be aware and carefully read the event-specific policies and rules provided by the company or partner.

  • Ticket refund requests made on the day of the event or/and after check-in by the customer will not be authorized.

  • If the customer decides to upgrade to a previously purchased ticket, that is, change it to a ticket with different characteristics than the original ticket, it is established that the refund period is still linked to the purchase date of the original ticket, without suffering changes due to the update made.

  • It is the sole responsibility of the company or partner.  cover reimbursement costs for all customers if the event does not occur, for whatever reason, as it was promoted. However, the Company is guaranteed the right to appeal against the organizing Partners for any amounts that the company pays to customers due to any claims, disputes or administrative proceedings, whether judicial or extrajudicial.

  • Please note that in the case of event tickets, VAT (Value Added Tax) will be charged in accordance with the rules and regulations of the country of the event.

4.11 Purchases made in the European Union

If the purchase is made by a person located in the European Union, a valid VAT identification number may be provided by the customer to identify themselves as a commercial customer and therefore as a VAT taxable person. However, if the customer does not provide a VAT identification number or a valid identification (you can verify this in the European Commission's VIES number validation  http://ec.europa.eu/taxation_customs/vies/vatResponse.html ) within a reasonable time, The Company will consider you a non-taxable person. In this regard, you, the Customer, agree that a period of fifteen (15) days after the purchase request will be considered a reasonable time to provide a valid VAT identification number, if applicable.

5. General provisions

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The company reserves  the right to update the policy  from time to time, at the sole discretion of the Company. you must review it  periodically for any updates and modifications.

if this  policy  for  translated into other languages and there is a discrepancy between the versions, the Portuguese (Brazil) version will prevail.

If you need additional information about the website or this policy, please contact us through the  Institutional Contacts .