This agreement describes the service levels BYRVOX LTD aims to meet on byrvox.com. They are targets we work to, not guarantees of a platform's behaviour; where we miss them because of a supplier or platform, your remedies under the Refund Policy still apply.
Scope
The agreement covers order settlement from your balance, release of codes into your base, crediting of top-ups, and customer support. It does not cover the availability of third-party platforms where codes are redeemed.
Order settlement
- An order is settled from your balance at the moment you deploy it; the order page confirms it immediately.
- If any line cannot be fulfilled, its amount is returned to your balance automatically, without a request from you.
Code release
- Most codes are released into your base within minutes of the order. The order page keeps checking and updates itself while a code is being sourced.
- Some suppliers release codes in batches. If a code is still pending after 24 hours, you may ask us to cancel that line and refund it to your balance.
Top-ups
- Card top-ups are credited as soon as the payment provider confirms the payment.
- Bank transfers are credited within one business day of the funds arriving with the correct reference.
Support
- Channel: [email protected] or the contact form.
- First reply: within one business day.
- Faulty code claims: a decision (replacement or refund to balance) within three business days, or as soon as the supplier confirms, whichever comes first; we tell you if a supplier check is needed.
- Balance refund requests: paid out within 14 days of confirmation.
Availability
We aim to keep the Shop available around the clock. Planned maintenance is kept short and, where possible, announced on the site in advance. Orders already settled are not affected by maintenance.
Escalation
If you are unhappy with how a case was handled, reply asking for escalation and a second team member reviews it within two business days.