Requesting a refund

Changed your mind after topping up? You can request a refund of unused credit from a recent top-up. This is your right of withdrawal under Brazil's Consumer Code (CDC, art. 49).

What you'll learn

• What can be refunded, and the time window
• How to request a refund, step by step
• How and when you get the money back

What can be refunded

• Unused credit only. You can reclaim balance you added but haven't spent yet. Credit you already used on rooms (time billed after a room reached READY) is not refundable.
• From the last 7 days. The right of withdrawal applies for up to 7 days after a top-up. The wallet shows the refundable amount and the recent top-ups it applies to.

note

This covers a change of heart about a recent top-up — not time you've already played. Money is billed per minute from the moment a room is READY (see how billing works), and that consumed amount stays consumed. A room that fails before it's ready is a different case — it isn't charged at all, and any reserve is released automatically.

Request a refund

1. Go to your wallet and choose Request refund.
2. A prompt shows how much is refundable and explains what happens next. You can add an optional reason.
3. Confirm. This opens a refund request with the Lanzinha team.

How you get the money back

The refund is returned via Pix to the original payer. In practice:

• The Lanzinha team approves within about 24 hours.
• Once approved, the Pix is sent back — usually within about an hour.

You'll see the refund as a line on your statement once it's processed.

tip

Closing your account instead? Deleting your account (under the LGPD) refunds any remaining balance via Pix automatically — see your account settings. For anything that doesn't fit the self-serve refund, open a ticket in the help center.

→ Related: Your wallet & statement · How billing works · Help center