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Support

Trouble with a backup, a billing question, or something that isn't clear? Get in touch — the people who answer are the ones who build the product.

We reply within 1 business day, Monday to Friday.

Subscription and billing questions

How do I cancel?

In the panel, under Billing (Stripe’s subscription portal) — no need to talk to anyone. Cancellation takes effect at the end of the period you already paid for: everything keeps working until then, and there is no further charge. After that the account is closed; the catalog of names, sizes and versions is kept for at least 30 days in case you come back; to have it deleted, ask at contato@arkame.app and we delete it within 15 days. Your bucket and versioned files stay intact at your provider, directly accessible, even without Arkame.

Do you offer refunds?

Yes. Within 7 days of taking out the subscription you can withdraw and we refund it in full (the right of withdrawal under article 49 of Brazil’s Consumer Defense Code, which we extend to everyone). We also refund in full if you were charged by mistake, if the service didn’t work as described, or if you ask within 7 days of a renewal you didn’t want. Just write to contato@arkame.app. Outside those cases we look at it case by case — charging for a month a customer didn’t want serves nobody.

Where are my invoices?

In the panel, under Billing, with the charge history and receipts. Customers in Brazil also get an electronic service invoice (NFS-e). The charge shows on your card as ARKAME.APP.

What happens to my data if I stop paying?

Nothing happens to the files: they are in your bucket and never passed through us. If a payment is late, we let you know by email; after 7 days overdue the organization is suspended: scheduled backups stop, but restores keep working, and settling the payment brings everything back. If you cancel, the account is closed at the end of the paid period and the catalog is kept for at least 30 days. To have it deleted, before or after that, write to contato@arkame.app: we delete it within 15 days.

Who charges you

HUGO FREITAS TECNOLOGIA LTDA

CNPJ 40.898.123/0001-06

Av. Portugal, 1148, Sala C2501 — Setor Marista, Goiânia/GO, 74150-030

Arkame is the trade name. The charge appears on your card as ARKAME.APP.

Support · Arkame