Refund and Cancellation Policy

Refund and Cancellation Policy

This policy governs the return of physical products and the cancellation of digital services provided through the BLIVALE portal.

1. Physical Products (SIM Cards)

• Right of Withdrawal: The customer has the right to return physical SIM cards within 14 days of receipt.

• Return Conditions: The product must be returned new, sealed in its original packaging, and must not have been activated or used.

• Shipping Costs: Shipping costs for returns are the sole responsibility of the customer and are non-refundable.

2. Digital Services (eSIM and Bundles)

• Service Delivery and Contract Completion: Once the QR code has been sent via email or made available in the App, the service is considered completed and BLIVALE's obligation fulfilled.

• Exclusion of Refund: As these are digital contents provided via non-tangible media, the customer expressly accepts that the right of withdrawal expires upon the sending of the QR code (in accordance with digital service regulations).

• Non-use and Change of Mind: No refunds are provided for voluntary non-use, change of mind, failure to activate, or failure to scan the QR code after the service has been received.

• Incompatibility: It is the customer's sole responsibility to verify device compatibility (eSIM technology support) before purchase. Once the QR Code is sent, refunds for device incompatibility are not possible.

3. Technical Support and Usage Logs

• Log Verification: BLIVALE monitors service stability and data/voice usage via technical logs.

• Fault Reporting: If a claim is made that the service "stopped working" after a period of successful use proven by logs, it will be treated as a technical support case rather than a refund request.

• Discretionary Exceptions: In cases of proven technical impossibility to connect (not due to the user's device), BLIVALE will verify consumption. If consumption is zero or minimal, BLIVALE may issue a refund at its sole discretion.

• Network Coverage: Performance depends on local partner networks. Temporary local outages do not qualify for a refund if the service was previously functional.

4. Installment Promotions (e.g., PayPal 12-Month Promo)

• Irrevocability of Commitment: Choosing an installment payment method (including 0% interest promotions) does not change the non-refundable nature of the activated digital services.

• Customer Responsibility: The user is responsible for all scheduled payments, even if the digital bundle has expired or was fully used before the end of the financing period.

5. Dispute Resolution

• Prior Contact: Before opening a dispute with PayPal or your bank, you must contact BLIVALE support.

• Contesting Chargebacks: Providing false information regarding service functionality (when logs prove usage or delivery) will be reported to the payment provider to formally contest the chargeback.

6. Technical Evidence & Refund Grounds

• For all digital services provided (including but not limited to eSIMs and DID Phone Numbers), our platform records real-time technical evidence of service fulfillment. This includes activation timestamps, data usage logs, and App connection records. A refund request based on non-functionality will be cross-referenced with these logs. If our internal records demonstrate that the service was correctly provisioned and that no login or connection attempt was made by the user, the refund request will be considered invalid as the service was fully placed at the user's disposal.