Digital codes cannot be sent back like a parcel, so this policy explains exactly when you get your money back on byrvox.com, operated by BYRVOX LTD. It adds to your statutory rights; it never reduces them.
Orders that cannot be fulfilled
If a unit is out of stock or the supplier cannot release a code after you deploy an order, you are not charged for that line: the amount returns to your Byrvox balance automatically, usually within minutes. The order page shows which lines were refunded.
Faulty or unusable codes
If a code you received is invalid, already used, or does not match the platform, region or product described on its product page, we will replace it or refund it to your balance. To make a claim:
- write to [email protected] or use the contact form within 30 days of delivery;
- quote the drop (order) number;
- include the exact error message from the platform, and a screenshot if you can.
We usually answer within one business day. Where we need the supplier to confirm the fault, we tell you, and decide within the times set out in the Service Level Agreement.
Changing your mind
Before you deploy an order you ask for immediate delivery and acknowledge that the right of withdrawal ends once a code is delivered. After delivery we cannot take a working code back, because it cannot be verified as unused. If you contact us before the code has been delivered, we will cancel the line and return the amount to your balance.
Codes that were not revealed
If a code was delivered but you have not revealed it in your account, contact us within 14 days: where the supplier accepts the return, we refund it to your balance.
Refunding your balance
Unspent balance belongs to you. You may ask for it to be refunded at any time by writing to [email protected]. We return it to the original payment method (the card or bank account used for the top-up) within 14 days of confirming the request. We may ask you to confirm your identity first. We do not charge a fee for this, and refunds are not paid in cash or to a third party.
Chargebacks
Please contact us before disputing a top-up with your bank. A chargeback on a top-up whose balance has already been spent may lead to the account being suspended while the case is reviewed.