The NinjaHost services and brand are operated by Silvs Group, registered under CNPJ No. 67.186.766/0001-83, under the domain br.ninja. In this document, the terms “NinjaHost”, “we”, “our” or “company” refer to Silvs Group, the controller responsible for the services. Data Protection Officer (DPO) contact: contato@br.ninja.
This Refund Policy sets out the conditions for refunding amounts paid for NinjaHost services, operated by Silvs Group, in accordance with the Brazilian Consumer Protection Code (Law No. 8,078/1990). We believe in full transparency — please read carefully before subscribing.
01 Satisfaction guarantee and right of withdrawal
Under Article 49 of the Consumer Protection Code, you have the right to cancel within 7 calendar days from the payment date and receive full refund of the amount paid, at no cost.
For cPanel Hosting, we go beyond the legal minimum and offer an extended 30-calendar-day satisfaction guarantee, with a full refund. Other services (such as Cloud VPS) follow the 7-day right-of-withdrawal period.
02 Services Eligible for Refund
- cPanel Hosting — full refund within the first 30 days (extended satisfaction guarantee)
- Cloud VPS — full refund within the first 7 days
- Annual services — pro-rated refund after the guarantee period (deducting months already used and applicable fees)
03 Services NOT Eligible for Refund
The following items are non-refundable due to the nature of the product or because they involve non-recoverable costs:
- Domain registration and renewal (cost passed on to the registrar)
- Dedicated servers (bare-metal) contracted on a custom basis
- Third-party software licences (cPanel, Plesk, Windows, etc.) already activated
- Professional services and custom configurations already performed
- Promotional credits and applied discounts
- Contas suspended for violation of the Terms de Serviço
04 How to Request a Refund
To request a refund, follow these steps:
- Access the client panel
- Open a ticket in the department: Finance
- Provide the reason for cancellation and the invoice number
- Confirm your banking details for the return
You can also send an e-mail to contato@br.ninja with the same information.
05 Processing Timeframes
After approval of the request, the refund will be processed according to the original payment method:
- PIX — within up to 5 business days
- Bank slip (boleto) — within up to 7 business days (refund via PIX or TED)
- Credit card — within up to 2 billing cycles, subject to the card issuer's timeframe
- PayPal — within up to 5 business days
06 Credits for SLA Breach
In the event of a breach of the SLA Agreement, credits are applied to future invoices (not as a cash refund). See the SLA document for details on amounts and conditions.
07 Cancellation Without Refund
You can cancel automatic renewal at any time from the panel. The service will remain active until the end of the paid period and there will be no additional charge. This cancellation does not generate a refund of the period already paid.
08 Special Cases
Non-standard situations (persistent technical issues, prolonged unavailability, billing errors) are assessed on a case-by-case basis. Please contact our support team for clarification.