How do I cancel my refund request?
If you requested a refund for a purchase made on Hotmart, but changed your mind and want to keep the product, you can cancel your request quickly and easily. By canceling it, your access to the content is immediately reactivated, keeping the original transaction without the need to make a new payment.
In this article, you will find a step-by-step guide to canceling your request through the platform or the tracking page, as well as answers to the most common questions about the process and access reactivation.
- Go to https://consumer.hotmart.com and log in with the email address and password registered at the time of purchase.
- In the left side menu, click Canceled/Refunds.
- Locate the purchase and click Cancel refund request.
- Confirm the action.
Through the refund tracking page
- Go to https://refund.hotmart.com/tracking.
- Enter your registered email address and the transaction code (starting with HP).
- On the tracking screen, select the option to cancel the refund request.
Important: If your refund request has already been processed by the platform or sent for processing to your financial institution (bank, credit card issuer, or local payment method) — appearing with the status Refunded —, it will no longer be possible to cancel the request. In these cases, to regain access to the content, you will need to repurchase the product. Products in the in-person event ticket format also do not allow refund request cancellations.
Frequently Asked Questions
❯ What is the difference between "Canceled" and "Refunded" purchases on the platform?
Purchases with the Canceled status are those where the refund request is still in progress. For these, the Cancel refund request button will be available to reverse the decision. On the other hand, purchases with the Refunded status are transactions where the amount has already been fully returned by the platform or sent to the bank/card issuer, meaning the refund has been completed and it is no longer possible to cancel the request.
❯ The cancel button doesn't work, the page doesn't load, or the app froze. What should I do?
If you are using a mobile device (phone or tablet) or the Hotmart app and the screen doesn't respond when clicking the button, we recommend completing the process on a computer (desktop) or opening your browser in an incognito window after clearing your cache and cookies. To learn how to do this, check out the article How do I clear my device’s cache to access Hotmart?
❯ Is my access to the product released immediately after cancellation?
Yes. As soon as you confirm the cancellation of the refund request, your access to lessons, files, or community content is immediately reactivated in your account.
❯ Do I need to make a new payment when canceling the refund?
No. Canceling only invalidates the refund request and keeps the original transaction active. You will not incur any new charges for reactivating your access.
❯ What happens if my product is a subscription (monthly, bi-annual, or annual recurrence)?
By canceling the refund for the initial transaction or a renewal, your subscription plan becomes active again. This means you will continue to have access to the product, and future recurring charges will follow your plan's normal schedule.
❯ If I cancel my refund request, does my warranty period restart?
No. Canceling a refund request does not alter or extend the guarantee period. The countdown remains linked exclusively to the approval date of the original purchase.
