Gift Cards
Due to the nature of digital codes, we cannot accept returns of gift cards under any circumstances.

Refunds in cryptocurrency can only be processed in the following cases:

1. Code Not Received: In the event of a technical error that causes the product not to be delivered to the customer, we will refund the customer in full to their Bixxus wallet or by issuing a return transaction in the same cryptocurrency.
2. Invalid Code Received: In this case, we will forward the issue to the product provider, and only they can determine whether they will accept the refund.
3. Overpayment: A customer may request a refund for any amount overpaid, minus any transaction fees.
4. Insufficient Payment: In this case, the customer can request a refund for the funds sent if they do not wish to complete the payment. The customer will bear the blockchain transaction costs.
5. In some cases, we may ask the customer for identity validation to process refunds or if the purchase limits for certain products are exceeded.

Bixxus will not refund a gift card purchase if any of the following issues occur:

1. The user fails to comply with the terms or other policies of the card issuer regarding redemption. For example, Bixxus will not refund users who have exceeded usage limits on certain apps or who use VPNs for cross-border transactions or violate other anti-fraud policies of the issuer. It is common for Amazon or Google Play to block funds loaded in geographic locations different from the assigned location of the card or code. In these cases, Bixxus will not refund the funds and cannot intervene with the brand to release the funds.
2. The user provided incorrect contact or delivery information, causing the product to be delivered to the wrong recipient. For clarity, if the user provides another person’s email address, the transaction will not be refunded.
3. We suspect fraud attempts, request identity validation, and the customer cannot or will not present and pass the validation.
4. The user violated these terms.

Cryptocurrency Sales
A cryptocurrency sale order can be canceled and refunded in the following cases:

1. Order Not Completed: Before an order is marked as completed, the customer can cancel it and request a refund. In this case, the customer will bear the blockchain transaction costs.
2. Unable to Complete the Order: If we cannot complete the order due to bank availability or other reasons, the customer can request a refund, and Bixxus will cover the blockchain transaction costs.
3. Overpayment: A customer may request a refund for the overpaid amount, minus any transaction fees.
4. Insufficient Payment: In this case, the customer can also request a refund for the funds sent if they do not wish to complete the payment. The customer will bear the blockchain transaction costs.
5. We cannot process refunds if the customer entered incorrect bank account details, Nequi number, or other application details. We cannot recover the funds in such cases, and the customer must contact the bank.

Invoice Payments
An invoice payment sale order can be canceled and refunded in the following cases:

1. Order Not Completed: Before an order is marked as completed, the customer can cancel it and request a refund. In this case, the customer will bear the blockchain transaction costs.
2. Unable to Complete the Order: If we cannot complete the order due to bank availability or other reasons, the customer can request a refund, and Bixxus will cover the blockchain transaction costs.
3. Overpayment: A customer may request a refund for the overpaid amount, minus any transaction fees.
4. Insufficient Payment: In this case, the customer can also request a refund for the funds sent if they do not wish to complete the payment. The customer will bear the blockchain transaction costs.
5. We cannot process refunds if the customer entered incorrect invoice payment details, causing the funds to be lost.

Top-Up Orders to Other Platforms
A top-up order to other platforms like DirecTV, AstroPay, or others can be canceled and refunded in the following cases:

1. Order Not Completed: Before an order is marked as completed, the customer can cancel it and request a refund. In this case, the customer will bear the blockchain transaction costs.
2. Unable to Complete the Order: If we cannot complete the order, the customer can request a refund, and Bixxus will cover the blockchain transaction costs.
3. Overpayment: A customer may request a refund for the overpaid amount, minus any transaction fees.
4. Insufficient Payment: In this case, the customer can also request a refund for the funds sent if they do not wish to complete the payment. The customer will bear the blockchain transaction costs.
5. We cannot process refunds if the customer entered incorrect top-up details, and the funds were lost.

General Refund Terms
Bixxus will not refund an order if we suspect fraud, request identity validation, and the customer cannot or will not pass the validation.
Determining if the user is entitled to a refund can be complicated and time-consuming. Bixxus often has to communicate with different partners, often in different time zones, and analyze technical logs. Bixxus must also verify that there is no fraud attempt by the user. While most refunds are completed within 2 business days, Bixxus reserves the right to take up to 2 weeks from the date the issue occurred to investigate the issue and decide whether to apply the refund or not. User cooperation, such as providing additional information as required by customer service, generally results in a faster refund process.

Bixxus processes refunds by issuing a return transaction to the user in the same digital currency as the original transaction to the wallet address provided by the user. The customer service team may offer the user the option to receive a top-up to the Bixxus wallet, the originally requested product, or an alternative product instead of a refund.

Partial Payments
Partial payments occur when users send an insufficient amount of cryptocurrency needed to complete the transaction. The user will automatically be notified by email that the amount is not enough to pay for the requested product. Customer service will offer the user the option to send the missing amount needed to complete the transaction or refund the cryptocurrency. In the latter case, the customer will pay any applicable fees.

Any attempt by users to obtain products or refunds fraudulently will be reported to the relevant authorities.

Once an order is completed, no returns are offered under any circumstances.

The customer has 30 days from the payment date to request a refund. To request a return or for any other information, the user must create a support ticket or email us at soporte@bixxus.com.