App Support & Legal: Refund and Cancellation Policy
1. Digital Services (eSIM & Bundles)
Service Fulfillment: Once the QR Code has been sent via email or made available in the App, the service is considered provided and the network resource is reserved.
No Refund Conditions: No refunds will be given if the eSIM is not installed, if the effective start date is exceeded without notice, or for a simple change of mind.
Device Compatibility: It is the customer's responsibility to verify device compatibility (eSIM support) before purchase. No refunds are issued for device incompatibility once the QR Code is sent.
Usage-Based Restriction: Refunds are strictly denied once the eSIM profile has been registered on a mobile network. Our systems monitor activation and data/voice consumption; any detected usage renders the service "fully consumed" and non-refundable.
2. Technical Support and Exceptions
Technical Impossibility: In case of proven technical impossibility of connection (not due to the user's device), BLIVALE will verify consumption through technical logs.
Discretionary Refunds: If usage is zero or minimal due to a confirmed network fault, BLIVALE may issue a partial or full refund as a business courtesy at its sole discretion.
Reported Faults Post-Usage: If a service is reported as "not working" after a period of successful use (proven by logs), it will be treated as a technical support case and not a refund case.
3. Physical SIM Cards
Returns: Refunds for physical SIM cards are accepted only if the product is returned new and sealed in its original packaging within 14 days of receipt.
Shipping: Return shipping costs are the sole responsibility of the customer and are non-refundable.
4. Installment Payments (PayPal 12-Month Promo)
Financial Commitment: Choosing an installment plan (including 0% interest promotions) does not change the non-refundable nature of activated digital services.
Ongoing Responsibility: The user remains responsible for all scheduled installments even if the digital bundle (which may have a shorter duration than the financing) has expired or was fully consumed.
5. General Terms
Product Unavailability: If a specific plan or product is found to be unavailable after purchase, an immediate full refund will be issued.
Fraud Prevention: Suspected fraudulent activity or providing false information regarding service functionality (when logs prove usage) will be reported to the payment provider to contest the chargeback.
6. Final Technical Provision and Evidence
In compliance with our transparency policy, we inform users that our systems record all technical interactions, including service activation and App login timestamps. These internal logs serve as definitive evidence of service delivery. A refund will not be granted if our records show the service was active and the user failed to perform a login or connection attempt.
Frequently Asked Questions (FAQ)
Can I pay in installments for bundles over €150?
Yes. Through our partnership with PayPal, you can select the "Pay in 3 installments" option or take advantage of seasonal promotions (up to 12 interest-free installments). You will receive your eSIM activation data immediately, while paying conveniently over time.
Can I request a refund if I don't activate the eSIM?
No. As a digital product, the service is considered fully provided and executed the moment the QR Code is sent via email or generated within the App. Once the code is issued, the right of withdrawal expires, regardless of whether the eSIM is actually activated.
What happens if my phone does not support eSIM technology?
Please verify your device's compatibility before purchasing. Since the QR Code is generated instantly and constitutes the fulfillment of the service, we cannot issue refunds for hardware incompatibility of the user's device.
What should I do if the eSIM stops working after a few days?
If you experience issues after a period of successful use, please contact our technical support. We will verify the network logs; if they confirm prior usage, the case will be handled as technical support and not as a refund, as the bundle is an indivisible service already activated.
If I pay in installments and stop using the eSIM, do I still have to pay?
Yes. An installment purchase via PayPal is a financial commitment independent of the actual use of the service. Even if your data or voice bundle expires or is exhausted before the end of the financing period, you are required to complete the chosen installment plan.
Can I still pay via Bank Transfer?
Yes, Bank Transfer remains available as a payment option for orders over €150/€180. However, please note that the QR Code and service activation will only occur after the funds have been successfully credited to our account (usually 2-3 business days).
Who pays for the shipping of a physical SIM card return?
Return shipping costs for physical SIM cards (where applicable) are entirely the responsibility of the customer and are non-refundable.
