Complaints and disputes

Last updated: 9 September 2026

Step one, us

Write to suporte@caniedu.com with the email you paid with and what went wrong. We answer within two working days and always within the five days Brazilian law allows. For anything about money, we would rather refund than argue.

Step two, in Brazil

Consumers in Brazil can take a complaint to consumidor.gov.br, the official platform run by the federal consumer authority, or to their local Procon. We answer on that platform.

Step two, in the European Union

Consumers in the European Union can use the alternative dispute resolution body of their country of residence. We take part in good faith, though as a seller established outside the Union we are not bound to any single national scheme.

Step two, elsewhere

You keep whatever consumer protection route your own country of residence gives you.

Payment disputes

Stripe has its own dispute process and your bank has another. Both work without us, but both take months. Asking us directly is faster and gets you the same money.

Courts

Brazilian law applies. Under article 101 of the Brazilian Consumer Code, a consumer may sue in the court of their own domicile, and that is the forum we accept. Consumers resident in the European Union keep the mandatory protections of their country of residence.

What we will never do

Ask you to prove the training failed, ask you to delete files before refunding, or make a refund conditional on removing a review.