Support
Where to write, who answers, and how long it takes — honestly.
The address
suporte@mercadosynesis.com.br. It is the same one for everything: questions about the content, defects in the app, billing, withdrawal, scholarship requests, personal data.
Who answers, and when
A person — the same one who writes the material. There is no team, no call center, and no bot answering first.
That has an honest consequence: the answer usually goes out within a day or two, and it can take longer over a weekend or during a retreat week. No twenty-four-hour coverage is promised, because there would be no way to deliver it.
If the matter is money — a wrong charge, a refund that never arrived, a withdrawal — write anyway and say so in the first line: those go to the front.
What helps it get solved on the first reply
The email address of the account (it is what everything is found by).
What you expected to happen and what happened.
If it is billing: the date, the amount and, if you have it, the transaction number — from Mercado Pago if you paid in reais, from Hotmart if you paid in dollars.
If it is a defect: on which screen, and whether it happens always or happened once.
If it does not get solved
You can file a complaint at consumidor.gov.br, which is Brazil's free public complaint channel, and at the Procon of the seller's state. Neither of those doors requires a lawyer. They are Brazilian channels because the seller is in Brazil — that is the law that governs this contract.
Complaining at either of them does not close the door here: write as well, and it gets solved.