After making a purchase, you may have questions about when it can be canceled. In some cases, you can request cancellation with a refund. In others, cancellation is related to stopping future charges, as happens with subscriptions.
In this article, you’ll understand in which situations it is possible to cancel a purchase made through Hotmart, how to identify your case, and the next steps for each situation.
When can I request cancellation with a refund?
You can request cancellation with a refund when the purchase is still within the product’s guarantee period.
This period is shown at the time of purchase, in the Terms of Purchase displayed on the payment page. You can also check it later in the purchase details, inside your Hotmart account.
The guarantee period may vary between 7, 15, 21, or 30 days after the first payment. Since this setting depends on each product, different purchases may have different periods.
Important: if your product is a subscription, the refund will only be possible for the initial subscription purchase, as long as it is still within the guarantee period set by the creator.
If you confirm in the purchase details that it is still within the guarantee period, request the refund by following the steps in the article How do I request a refund for my purchase?. After the request is approved, the cancellation will be completed and the payment return will follow the deadlines and rules of the payment method used.
What if my purchase is a subscription?
If your purchase is a subscription, you can request cancellation to prevent new recurring charges, such as weekly, monthly, or annual charges.
This point often raises questions because, in a subscription, cancellation and refund work differently: when you cancel the subscription, you stop the next charges. However, cancellation does not imply a refund of the amount paid.
A refund will only be possible if the charge is within the guarantee rules applicable to the subscription. So, if you noticed an automatic renewal and no longer want to use the product, cancel the subscription to avoid new charges. To learn how, follow the step-by-step instructions in the article How do I cancel my subscription?.
❯ I had an active subscription and didn’t know. What should I do?
If you identified a recurring charge, access your Hotmart account and check the purchase details. Verify whether the product is a subscription and review the available information, such as the guarantee period.
If you want to stop new charges, cancel the subscription by following the steps in the article How do I cancel my subscription?. If you also want to request the return of an amount charged, check whether the charge falls under the refund rules and follow the process indicated in the article How do I request a refund for my purchase?.
Frequently asked questions
❯ I generated a payment slip but gave up on the purchase. Do I need to cancel it?
If you only generated the payment slip and did not make the payment, you do not need to request cancellation. After the due date, the payment slip automatically expires and no charge will be made.
❯ I don’t recognize the charge on my bill. What should I do?
If you found a Hotmart charge on your bill but do not remember making the purchase, first check whether someone with access to your card or account may have made the purchase. Also check your emails, including the spam folder, for messages from Hotmart with access information or payment confirmation.
❯ I received an automatic renewal charge. Can I still cancel?
Yes. You can cancel the subscription to prevent new charges. If the charge made is still within the guarantee period, you may also request a refund for that charge, when applicable.
❯ I canceled my subscription. Will I still have access to the product?
In general, when you cancel a subscription, new charges stop being made and access to the product ends. In some cases, access may remain available until the end of the period already paid for, depending on the settings defined by the creator.
If you have questions about the access period after cancellation, we recommend contacting the creator directly, as they are responsible for defining the subscription rules. To learn how, click here.
