Finance

How to Request a Withdrawal

When a Withdrawal Is Available - You can request a withdrawal when your available balance reaches at least R$ 5.00. - For your first withdrawal, identity verification is mandatory. This verification is required only once. After it is approved, you will not need to repeat it for future withdrawals. Identity Verification (Biometrics) If this is your first withdrawal request, you must complete identity verification by following these steps: 1. Access the Finances menu on the platform. 2. When your balance reaches the minimum required amount, the Verify Identity button will become available. 3. Click the button to generate a QR code and follow the instructions to download the Kirvano mobile app and complete biometric verification. Inside the mobile app: - Log in to your account. - On the home screen, access the Notifications area. - Go to Settings and select Update Profile. - Choose Register Biometrics. Guidelines for Document and Selfie Submission - Remove your document from any plastic cover, if applicable. - Ensure the entire document is visible, with all edges clearly framed. - The ID document (RG) must have been issued within the last 10 years. - If using a driver’s license (CNH), it must not be expired. - Take photos in a well-lit environment, preferably with a plain white background. - Avoid reflections, shadows, or excessive light glare. - If you wear glasses, remove them when taking the selfie. Once the documents and selfie are submitted, identity verification is usually completed within one hour. After approval, withdrawals will be enabled. How to Request a Withdrawal After identity verification is approved and the minimum balance requirement is met: 1. Go to the Finances menu. 2. Click Request Withdrawal. 3. Verify that your payment information is correct, including: - PIX key or bank account details - CPF (for individuals) or CNPJ (for companies) - Beneficiary information 4. Withdrawals are processed via PIX using the registered key. 5. A confirmation screen will appear. Review all information carefully and confirm the request. Important: - You cannot request two withdrawals with the same amount within a 24-hour period. - If you need to request more than one withdrawal on the same day, the amounts must be different. What Happens After the Request - The withdrawal request will appear with Pending status while compliance analysis is performed. - Withdrawals of up to R$ 30,000 may take up to 24 hours for review. - Withdrawals above R$ 30,000 may take up to 48 hours for review. - Reviews are conducted during business hours (Monday to Saturday, excluding holidays). - Once approved, the amount is transferred via PIX to the registered account and the withdrawal is completed. If you have any questions or need assistance, please contact our Support team.

Payment Receipt Time — When Can I Withdraw After a Sale

When you make a sale on the platform, the time for the funds to become available for withdrawal depends on the payment method used by the buyer. Receipt Schedule by Payment Method PIX - 90% of the sale amount is released immediately on the same day of the sale. - 7% becomes available after 30 days. - 3% becomes available after 60 days. PicPay - 80% of the sale amount becomes available after 15 days. - 15% becomes available after 30 days. - 5% becomes available after 60 days. Boleto - 80% becomes available on the next business day after the sale. - 14% becomes available after 30 days. - 6% becomes available after 60 days. Credit Card - 80% becomes available after 15 days. - 15% becomes available after 30 days. - 5% becomes available after 60 days. Digital Wallets (Apple Pay, Google Pay, Samsung Pay, and similar methods) - Follow the same schedule as credit card payments: - 80% after 15 days - 15% after 30 days - 5% after 60 days Important Information - The release of funds happens automatically according to the payment method used. - No manual request is required for the balance to become available. - The staggered release helps prevent losses related to chargebacks, refunds, or payment disputes. If you have any questions or need assistance, please contact our Support team.

How Advance Payment Works

What Is Advance Payment Advance payment (antecipação) is an option for sellers who want to receive the funds from credit-card sales earlier than the standard payout schedule. Instead of waiting the usual period, you can request anticipation so the money becomes available faster. Standard vs. Advance Payment for Credit-card Sales - Normally, sales made via credit card are released for withdrawal after 14 days. - With advance payment, under certain conditions, you can receive those funds in just 2 days from the sale. Requirements to Request Advance Payment To be eligible for advance payment, you must meet all the following criteria: - Have at least 60 days of continuous sales activity on the platform. - Have at least R$ 100,000 in commissions on Kirvano or on other platforms. - Not be selling products that mislead buyers (for example: apps that promise unrealistic earnings, or products with impossible guarantees). - Maintain a low history of refunds/returns: less than 5% in returns and less than 3.2% in chargebacks. If any of these criteria are not met, you will not be able to request advance payment and must wait the standard payout schedule. Advance Payment Fees and Payout Structure - The fee charged for using advance payment is 9.49% of the sale amount + R$ 2.00. - When you request advance payment: - 60% of the sale amount becomes available on Day 2. - The remaining 40% (residual balance) becomes available on Day 30 (according to the regular schedule). - It is not possible to anticipate the residual amount — only the 60% upfront is released early. Key Considerations - Advance payment speeds up cash flow — useful if you need liquidity quickly. - Because you pay a higher fee, the net amount you receive is lower than waiting the standard schedule. - If your sale or account fails to meet the advance-payment eligibility criteria, the sale will follow the standard payout schedule. If you have any questions or need assistance, please contact our Support team.

My Fees

No Monthly or Setup Fees On Kirvano, there are no monthly fees and no setup fees to use the platform. You can create your account, register your products, and start selling without paying a fixed cost. Charges only apply when a sale is made or when specific services are used. Standard Transaction Fees and Release Schedule For credit card payments, a fee of 7.49% plus R$ 2.00 is charged per transaction. Of the total amount, 80% becomes available after 15 days, and the remaining 20% becomes available after 30 days. For PIX payments, the fee is 7.49% plus R$ 2.00. In this case, 90% of the amount is released on the same day of the sale, and the remaining 10% is released after 30 days. For PicPay payments, the fee is 7.49% plus R$ 2.00. 80% of the amount is released immediately, and the remaining 20% is released after 30 days. For boleto payments, the fee is 7.49% plus R$ 2.00. 80% becomes available on the next business day, while the remaining 20% becomes available after 30 days. For digital wallet payments such as Apple Pay, the same rules as credit card payments apply. The fee is 7.49% plus R$ 2.00, with 80% released after 15 days and 20% after 30 days. Advance Payment (Anticipation) Fees If you choose to use the advance payment feature, the transaction fee changes to 9.49% plus R$ 2.00. With advance payment on credit card sales, 80% of the amount becomes available within 2 days, and the remaining 20% is released after 30 days. For PIX, PicPay, and boleto payments, advance payment applies only to the fee change; the release schedule remains the same as the standard payout structure for each method. Advance payment is subject to platform eligibility rules and approval. Microtransactions and Nanotransactions For microtransactions (sales between R$ 1.01 and R$ 20.00), the fee is 7.49% plus R$ 1.00. The release schedule follows the same rules as standard transactions for each payment method. Transactions with a value of R$ 1.00 are considered nanotransactions. These transactions are charged a fixed fee and do not generate a payout for the seller. Other Service Fees A withdrawal request has a fixed fee of R$ 4.90. A MED process is charged at R$ 10.00. A chargeback results in a fee of R$ 60.00 for Mastercard and other card brands, and R$ 120.00 for Visa. A consumer protection notice (such as a PROCON complaint) results in a fee of R$ 500.00. A judicial process results in a fee of R$ 1,000.00. Installment Fees (Credit Card) When offering installment payments via credit card, additional fees apply depending on the number of installments. These fees may be absorbed by the seller or passed on to the customer. Installment rates increase progressively from 2 installments up to 12 installments, with higher fees applied as the number of installments increases. If you have any questions or need assistance, please contact our Support team.

Difference Between Chargeback and Refund

What Is a Refund A refund occurs when the seller voluntarily returns the amount paid to the customer. This usually happens when the buyer requests the refund and the seller agrees, according to the product’s refund policy. Common reasons for a refund include dissatisfaction with the product, change of mind (when allowed), payment errors, or issues with delivery or access. In a refund process: - The seller initiates the refund. - The process is handled directly between seller and customer. - The customer receives the money back. - The seller loses the sale amount and may be charged a processing fee. - The process is generally faster and simpler. What Is a Chargeback A chargeback happens when the buyer contacts their bank or credit card company to dispute a transaction instead of requesting a refund from the seller. Common reasons for chargebacks include unauthorized charges, fraud, non-delivery of the product, or receiving something significantly different from what was advertised. In a chargeback process: - The buyer initiates the dispute through the bank or card issuer. - The bank investigates the transaction. - The seller may be asked to provide evidence, such as proof of delivery or agreement terms. - If the chargeback is approved, the amount is removed from the seller’s balance and returned to the buyer. - Additional chargeback fees may apply. - Excessive chargebacks can harm the seller’s reputation with payment processors. Main Differences Between Refund and Chargeback A refund is controlled by the seller and handled directly with the customer, while a chargeback is controlled by the bank and involves a formal dispute process. Refunds are usually faster, simpler, and less harmful to the seller’s account. Chargebacks are more complex, can take longer to resolve, and may result in extra fees and penalties. Because of these risks, sellers are encouraged to resolve customer issues through refunds whenever possible, before a chargeback occurs. If you have any questions or need assistance, please contact our Support team.

Refund for the Final Consumer

How to Issue a Refund To issue a refund for a customer, follow these steps: 1. Access the Sales menu from the side navigation. 2. Locate the sale you want to refund and click on it. 3. A details panel will appear on the right side of the screen. 4. Scroll down to the bottom of the details panel. 5. Click the Refund button. 6. Confirm the refund request. Once confirmed, the refund process will be completed. Refund Rules and Limitations - Refunds via PIX can only be processed if you have available balance. Pending balance cannot be used for refunds. - The platform allows the seller to issue refunds for up to 20% of approved sales, based on the total number of transactions. - The platform also allows refunds for up to 20% of approved revenue from PIX and credit card sales, based on the total sales volume. - If the seller exceeds any of these limits, the refund must be requested through the Support team for manual analysis and approval. Important Information - Once a refund is processed, the customer immediately loses access to the purchased product or service. - The refunded amount is returned to the customer using the same payment method used in the original purchase. - Processing time may vary depending on the payment method and bank processing rules. If you have any questions or need assistance, please contact our Support team.