Refunds and import-format guarantee

For an accepted batch and the agreed import format, if Xero or QuickBooks rejects the delivered file because of its formatting, submit the error through the private portal within 14 days. We will correct it within two business days or refund the batch in full. Your statutory rights are unaffected.

Technical failure preventing delivery, or missing the 48-hour delivery deadline after confirmed payment, qualifies for a full refund. You may additionally request a full refund within 14 days of payment, even after processing or download. No account credentials are needed to claim.

How to claim

Sign in to the private portal with the code from your verification email. Describe the agreed destination and provider error in the guarantee form, without bank account numbers or passwords. You can also contact suporte@rohnelt.dev from your verified email. Keep your own records before deleting a batch. We record the claim and the support team must arrange the correction or payment-provider refund; recording a claim does not mean a financial refund has completed.

A refund is returned to the original payment method; your bank/provider controls posting time. Refunded or disputed batches lose download access. No promise is made that a provider will remove previously imported transactions.

UK and Australia

This guarantee does not restrict UK statutory cancellation/remedy rights, Australian Consumer Law guarantees, or other mandatory law including the Brazilian Consumer Defence Code where applicable. For a major failure under the ACL you may have rights to cancellation/refund and compensation for reasonably foreseeable loss. For other failures, applicable repair and remedy rights remain.

UK intake is closed pending transfer clearance; all purchases remain disabled until commercial, tax, legal and QA gates are met.