Refund Policy

Last Updated: 24 August 2026

1. Introduction

This Refund Policy explains how refunds and cancellation requests are handled for paid subscriptions purchased through Ludivo.

Ludivo is operated by LIGHT GAMIFICATION TECNOLOGIA LTDA, registered in Brazil under CNPJ 66.871.451/0001-02.

Payments and transactions for Ludivo subscriptions are processed through Paddle, which acts as the authorized reseller for the transaction.

This Refund Policy should be read together with the applicable Paddle Buyer Terms and Conditions and Paddle Refund Policy.

Nothing in this Policy limits any mandatory consumer rights provided by applicable law.

2. Scope

This Policy applies to individual Premium subscriptions purchased through Ludivo.

Institutional plans, custom agreements, and enterprise arrangements may be governed by separate commercial agreements.

3. General Refund Policy

Unless required by applicable law or otherwise determined under the applicable Paddle policies, transactions are generally non-refundable and non-exchangeable.

Paddle may issue refunds:

  • When required by applicable consumer protection laws;
  • When a statutory withdrawal or refund right applies;
  • At its discretion under its Refund Policy;
  • In cases involving qualifying technical or product defects.

Refunds will not be issued where there is evidence of fraud, refund abuse, or other manipulative behavior.

If a refund is issued, access to the relevant paid service may cease.

4. Statutory Consumer Rights

Refund and cancellation rights may vary depending on the user's country or jurisdiction.

Applicable statutory consumer protection rights always take precedence over this Policy.

For example, under Paddle's current Refund Policy:

  • Consumers in the European Union, European Economic Area, Switzerland, and United Kingdom may have a statutory 14-day withdrawal right for certain digital services and transactions;
  • Consumers in Brazil, South Korea, and China have a 7-day unconditional cancellation right for certain digital content or service contracts after delivery;
  • Consumers in Canada have a 7-day unconditional cancellation right for certain digital content or services;
  • Consumers in Singapore have a 5-day unconditional cancellation right for certain digital content or services.

These rights are subject to the conditions and exceptions established by applicable law and Paddle's applicable policies.

5. Discretionary Refunds

Paddle may, at its discretion, issue a refund when a request is submitted within 14 days of the transaction date.

Submitting a request within this period does not guarantee that a refund will be approved.

Refund requests may be evaluated on a case-by-case basis, considering factors such as:

  • The nature of the service;
  • The reason for the request;
  • The user's use of the service;
  • Applicable contractual terms;
  • Applicable legal requirements.

Paddle may approve a full refund, a partial refund, or decline the request.

A discretionary refund does not create an obligation to provide refunds for future transactions or similar requests.

6. Subscription Cancellation

Users may cancel their Premium subscription at any time.

Cancellation prevents future subscription renewals but does not automatically result in a refund.

Unless otherwise required by applicable law or the applicable Paddle Refund Policy, cancellation takes effect at the end of the current paid billing period, and no further subscription payments will be charged.

7. Technical or Product Issues

If you experience persistent technical problems or a material defect that prevents you from accessing the features or benefits of the Premium service as described, please contact Light Gamification first so that we can attempt to resolve the issue.

If the issue cannot be resolved, you may contact Paddle through its support channels.

Where applicable, refunds will be handled in accordance with applicable consumer protection laws and Paddle's Refund Policy.

8. Fraud, Abuse, and Violations

Refund requests may be denied in cases involving:

  • Fraudulent activity;
  • Refund abuse;
  • Chargeback abuse;
  • Violations of the Ludivo Terms of Service;
  • Attempts to obtain unauthorized benefits.

Paddle may investigate transactions and refund requests where appropriate.

9. How to Request a Refund

Refund requests may be submitted through Paddle.

You may:

  • Use the "View receipt" or "Manage subscription" link in your transaction confirmation email;
  • Use the support link provided in your receipt or billing page;
  • Visit Paddle's buyer support site and select the refund request option.

For questions regarding your Ludivo subscription, you may also contact:ludivo@lightgamification.com

Paddle may use its transaction records to verify the transaction, eligibility, and applicable deadlines.

10. Processing of Approved Refunds

Approved refunds will generally be issued using the same payment method used for the original transaction, whenever possible.

Paddle's current Refund Policy provides that eligible refunds are generally processed within 14 days of approval.

Actual processing times may vary depending on the payment provider, financial institution, and payment method.

11. Chargebacks and Payment Disputes

We encourage users to contact Paddle before initiating a chargeback or payment dispute with their bank, card issuer, or other payment provider.

If a chargeback or payment reversal is initiated, access to the relevant service may be temporarily suspended while the matter is reviewed.

Nothing in this section limits any lawful rights a user may have under applicable consumer protection or payment regulations.

12. Paddle Policies

Paddle's Refund Policy and Buyer Terms and Conditions may contain additional rules, requirements, or consumer protections applicable to a transaction.

Where applicable, those policies will govern the transaction.

If there is any inconsistency between this Policy and the applicable Paddle terms or mandatory consumer protection law, the applicable Paddle terms or mandatory legal rights will prevail to the extent required.

13. Changes to This Policy

We may update this Refund Policy from time to time.

Updated versions will be published on the Ludivo website with a revised effective date.

The version applicable to a transaction will be determined in accordance with the applicable Paddle policies and terms.

14. Contact Information

For questions regarding Ludivo subscriptions or refund-related matters, please contact:

LIGHT GAMIFICATION TECNOLOGIA LTDA
CNPJ: 66.871.451/0001-02
Email: ludivo@lightgamification.com

For refund requests and transaction-related support, users may also contact Paddle through its buyer support channels.

15. Final Provisions

This Refund Policy should be read together with the Ludivo Terms of Service, Privacy Policy, and applicable Paddle Buyer Terms and Refund Policy.

Nothing in this Policy is intended to limit or waive any non-waivable rights granted to consumers under applicable law.

This Refund Policy may be made available in multiple languages. All language versions are intended to have equivalent meaning and legal effect.