GENERAL TERMS
Below are the general terms and conditions that govern access, use, registration, and the execution of commercial transactions for the goods and services offered by BIXXUS Store through the portal www.bixxus.com and mobile applications managed by BIXXUS (hereinafter, the “Portal”) and/or other domains or portals related to BIXXUS. BIXXUS COLOMBIA S.A.S. is a legally established commercial company under the laws of the Republic of Colombia, hereinafter referred to as “BIXXUS.” Any person who registers on the Portal and/or conducts a commercial transaction therein declares that they are aware of and accept each and every provision established in these Terms and Conditions. Consequently, all acts and contracts carried out on or through the Portal will be subject to the provisions contained in this document and the applicable Colombian legislation in force. These Terms and Conditions will refer collectively to the visitors of the Portal, potential buyers, and buyers as “Client(s).” Any person who does not accept these Terms and Conditions and BIXXUS’s Data Processing Policy, which are mandatory and binding, must refrain from using, accessing, registering, or conducting any commercial act on or through the Portal.
CLIENT REGISTRATION ON THE PORTAL
Registration on the Portal aims to allow the Client to sign up, access, use, and conduct commercial transactions through it. Clients have two (2) registration options:
Sign up through third-party applications such as, but not limited to, Facebook, Google, Instagram, or LinkedIn (hereinafter, “Third-Party Applications”). In this case, the Client authorizes and understands that BIXXUS may collect other information available on their registered account(s) with these Third-Party Applications, such as but not limited to, full name, profile photo(s), country and city of residence, email, phone number, and date of birth, among others. The Client understands and accepts that Third-Party Applications have their own terms and conditions of use and privacy policies, over which BIXXUS has no influence regarding their features, activities, advertisements, behaviors, and/or published content, nor over transactions conducted by the Client through these Third-Party Applications.
Sign up directly through the Portal, where the Client will need to provide their basic personal information, including but not limited to: (i) full name; (ii) ID or identification number; (iii) date of birth; (iv) gender; (v) email; (vi) password. If the Client makes a purchase, they must also provide, among other things: (i) address, city, and state; (ii) landline and/or mobile phone. By entering their information, the Client declares under oath that the information is truthful and up to date. BIXXUS is not responsible for the accuracy of the personal data provided and/or submitted by the Clients. Each Client may only have one account on the Portal. If BIXXUS identifies that an account or registration is being used for fraudulent purposes, misconduct, or activities against good faith and/or moral conduct, or if the origin of the account cannot be confirmed, BIXXUS reserves the right to delete or suspend the registration on the Portal and take any necessary legal actions.
Access, use, registration, and commercial transactions carried out through the Portal must be conducted by individuals of legal age. The registration data provided by Clients will be collected, stored, and used by BIXXUS in accordance with its Data Processing Policy, which can be found at www.bixxus.com or via this link: https://bixxus.com/politicas-de-privacidad/. Only individuals legally capable of contracting and committing themselves, that is, those over eighteen (18) years old, may access, use, register, or conduct any commercial act on or through the Portal. By registering, the Client declares and certifies that BIXXUS is not responsible for the information provided by its Clients, including but not limited to their date of birth and identification number.
If transactions or operations are conducted by minors, such actions will be understood as performed under the responsibility of their parents and/or guardians.
Purchases made on the Portal may require, depending on the selected payment method, the submission of financial information, including specific credit or debit card information, phone numbers, and shipping addresses. BIXXUS does not store or retain any banking or financial information related to the Client. BIXXUS reserves the right to:
- Contact and request additional information to verify personal data.
- Temporarily or permanently suspend purchases from Clients whose data cannot be confirmed, are suspicious, or are identified as potentially fraudulent.
- Delete any previously accepted registration.
- Reject any new registration request without obligation to explain the reasons for its decision, without this giving rise to any right to compensation or indemnity for the Client.
1.1. PASSWORD
Once registered on the Portal, the Client must enter the assigned password to access their account and/or make purchases. This allows personalized, confidential, and secure access to the Portal. The password is personal and non-transferable; therefore, all operations conducted from the account are the sole responsibility of the Client.
BIXXUS is not responsible for unauthorized access caused by the Client sharing their password. Clients may change their password at any time by following the procedure established on the Portal. In the event of unauthorized access or misuse of their account, the Client must immediately notify BIXXUS customer service through the available contact channels: contacto@bixxus.com or phone +57 3214968189.
1.2. PROCEDURE FOR USING THE PORTAL
The Portal provides steps for purchasing products and channels for identifying, updating, and correcting data per BIXXUS’s data policy. The use of accepted banking cards is subject to the contract between the Client and the issuing Bank, with no liability or interference from BIXXUS. Financial data, including bank accounts and card details, are managed exclusively by third-party service providers.
BIXXUS is not responsible for the administration, operation, or storage of this data. Any claims regarding the use of banking cards must be directed to the relevant third party.
If misuse or improper use of the Portal is detected (e.g., repetitive cancellations or fraud), BIXXUS reserves the right to block the Client without liability or obligation to provide compensation. For assistance with purchases, Clients can contact BIXXUS’s customer service channels for support.
PURCHASE CONSENT FORMATION
The Customer’s consent is expressed by completing and accepting each purchase step on the Portal and is finalized with the confirmation of purchase after reviewing the order summary. This summary includes details of each product, its individual price, applicable shipping costs (if any), other charges, and the total amount the Customer must pay. Upon placing the order, BIXXUS will issue a confirmation and acknowledgment of receipt to the email address provided during registration.
SERVICES
All services offered by BIXXUS are provided by third parties. Customers must address any issues regarding the provision of these services directly with the respective third party. The service listings explicitly include the brand or company providing the service, making it important for Customers to verify this information before purchasing. BIXXUS only collaborates with recognized and registered companies to ensure service reliability; however, issues may arise, which the Customer must resolve directly with the partner company. Notwithstanding the above, BIXXUS will ensure compliance with all the services offered.
PAYMENTS WITH CRYPTOCURRENCIES
It is essential to understand that cryptocurrency transactions are irreversible and carry a high level of risk. When making a payment, ensure you send it to the address provided by BIXXUS to avoid the loss of funds. BIXXUS employs a secure system to guarantee that payments sent to the address provided by our system are processed without issues. BIXXUS is not responsible for payments sent to addresses outside our collection database.
RIGHT OF WITHDRAWAL, PRODUCT EXCHANGE POLICY, AND PAYMENT REVERSAL
5.1. RIGHT OF WITHDRAWAL
The “RIGHT OF WITHDRAWAL” allows the Customer to terminate, cancel, or desist from the contract within thirty (30) calendar days from the delivery of the Product. During this period, the Customer must inform BIXXUS and return the purchased products. The Right of Withdrawal does not apply to DIGITAL PRODUCTS, GIFT CARDS, PINS, ACTIVATION CODES, PRODUCT KEYS, etc.
5.1.1. Procedure:
The Customer must express their intention to exercise the right of withdrawal within thirty (30) calendar days from the Product delivery date. They can contact our Customer Service team through the following means: WhatsApp or email at soporte@bixxus.com, Monday to Friday from 8:00 a.m. to 6:00 p.m. and Saturdays from 8:00 a.m. to 5:00 p.m. (continuous service).
5.1.2. Refund Conditions (Money or Cryptocurrency):
- Debit Card Payments: The total amount paid will be refunded through:
i) Bank transfer to the informed account.
ii) If paid via credit card, a refund will be requested to the card issuer, reflected in the Customer’s statement.
iii) Cash on Delivery Payments: The Customer must provide a bank account for the refund. If the Customer is in Colombia and lacks a bank account, BIXXUS will process the refund through Efecty, with the Customer bearing the transfer costs.
Refunds for bank transfers or Efecty will be processed within thirty (30) calendar days after BIXXUS receives the returned products at its warehouse in the same condition they were delivered. BIXXUS will verify compliance with the specified terms and conditions before accepting the withdrawal request.
Refunds will be issued in the purchaser’s name, and identity verification measures deemed necessary by BIXXUS will be applied. Refunds will not be issued in third-party names to avoid fraud.
For refunds via a method different from the original payment method, the Customer must provide the necessary information when making the request. Alternatively, the Customer can request a credit voucher equivalent to the product value, valid for six (6) months from issuance.
In cases of delivery delays or incorrect/damaged products, the Customer may terminate the contract and receive a full refund without deductions. IMPORTANT: Bitcoin refunds are not issued due to its volatility. Refunds for Bitcoin purchases will be issued in Colombian pesos, equivalent to the product value at the purchase time.
5.2. PAYMENT REVERSAL
Customers can request a payment reversal directly if the purchased product was not received, was incorrect, or was defective. For fraudulent transactions (e.g., unauthorized charges on credit or debit cards), the Customer must contact their card issuer to report the issue and potentially recover the amount following the bank’s investigation.
5.2.1. Procedure:
The Customer must notify BIXXUS’s Customer Service within five (5) business days from:
- The date the product was expected but not received.
- The date the defective or incorrect product was received.
For defective/incorrect products, the Customer must follow the withdrawal procedure to return the product.
- Credit Card Payments: BIXXUS will request a reversal from the intermediary payment processor, which notifies the card issuer.
- Debit Card or Other Payment Methods: Refunds will be processed via bank transfer to the Customer’s provided account.
Refunds will only be issued in the purchaser’s name to avoid fraud. Reporting the issue to BIXXUS does not exempt the Customer from notifying the payment instrument issuer.
For multi-product orders, partial payment reversals can be requested. The Customer must specify the product and amount to be reversed. Once notified, BIXXUS will alert the payment processor, which will contact the issuer. Note: Card issuers’ processing times are beyond BIXXUS’s control.
5.3 WARRANTY
Unless otherwise specified on the Portal regarding a particular Product, in general, the products marketed there come with a warranty expressly issued by the manufacturer. BIXXUS is not responsible for defects in the operation or manufacturing of the products, and it will be directly with the manufacturer that the customer must resolve any issues.
All Products sold on the Portal have a limited quality warranty for the specified term. To enforce the Warranty, the Customer is required to fully comply with all conditions and requirements outlined in the “RETURN POLICY” section of these Terms and Conditions.
INVOICE
The sales invoice detailing the transaction made by the Customer will be issued and sent electronically to the email address provided during registration on the Portal, through a provider authorized by the National Tax and Customs Directorate (DIAN). Additionally, the invoice can be downloaded directly by the Customer from the Portal by accessing their account under “My Orders.”
ABOUT THE WALLET
The wallet balance can be used to purchase products and services offered on the portal without distinction. It cannot be transferred to third-party platforms or banks that do not have services listed on the platform.
MODIFICATIONS AND SURCHARGES
BIXXUS may modify any information contained on this Portal at any time and without prior notice, up until the validation of a transaction. From that moment onward, BIXXUS will be obligated to maintain the conditions initially offered and valid at that time.
We will always strive to inform you of any changes to the terms of our site.
PORTAL OPERATION
As with any IT platform, the portal may occasionally experience issues. However, you can rest assured that we will always assist you in finding a solution through our contact and help channels.
APPLICABLE LAW
This agreement will be interpreted according to the laws of Colombia, without the application of conflict-of-law principles (Private International Law). If any statement within these Terms and Conditions is incomplete, unenforceable, declared null, nonexistent, or ineffective, it shall be interpreted within the same framework and, in any case, will not affect the validity and enforceability of the remaining provisions. Any disputes will be resolved under Colombian law.
CONTACT
The Customer Service department will handle user inquiries, complaints, claims, and questions through the following channels: WhatsApp at +573214968189, email at soporte@bixxus.com and contacto@bixxus.com, or by creating a ticket in the help section.
INTELLECTUAL PROPERTY
The intellectual property rights over the Portal and all content published on it are exclusively owned by BIXXUS or have been licensed to it by third-party providers and/or partners. Reproduction, copying, alteration, modification, disclosure, or partial or total reuse of any material published on the Portal is expressly prohibited without prior written authorization from BIXXUS.
PROMOTIONS
Please note that promotions are applicable exactly as defined and that the specific terms of each promotion take precedence over these Terms and Conditions.
IDENTITY VERIFICATION
By default, it is not necessary to verify your identity to make a purchase. However, in some cases, such as when unusual activity is detected or financial product limits are exceeded, we may require identity verification in compliance with international KYC (Know Your Customer) policies and Colombian anti-money laundering laws. It is important that you always make purchases, top-ups, and use services with authentic data.
ABOUT BANK APPS
For the service of top-ups to banking applications (Nequi, Daviplata, Movii, etc.), you must ensure the number entered is correct. If the funds are sent to the wrong account due to a customer error, it is solely the customer’s responsibility, and under no circumstances will BIXXUS refund the money.
Please verify the monthly maximum amounts for each application to avoid funds being frozen for a period of time.
MONEY TRANSFERS TO BANKS AND OTHER PLATFORMS
For this service, it is strictly necessary that the information entered into the form is truthful and legitimate, as in some cases, we may request full identity verification in compliance with Colombia’s anti-money laundering policies and international KYC standards. If we request identity verification, you should know that the order will only be completed, or a refund will be issued, once the sender and recipient’s identities are fully verified.
16.1 By accepting the terms and conditions of the service, you affirm that the funds were obtained entirely legally and acknowledge that BIXXUS will provide all purchase and account data to the competent authority in the event of any legal request.
16.2 Important: If you are a new cryptocurrency user, note that in Colombia, cryptocurrencies are not traded at the Representative Market Rate (TRM). The dollar value displayed in your crypto wallet reflects the international price in USD but does not represent the Colombian peso value at the TRM.
16.3 Exchange rate: We reserve the right to set our exchange rate at any time based on market conditions, applicable taxes, and other factors. When making a payment, you are free to decide whether or not the rate is favorable for you.
16.4 Partial payments: When you accept the terms and click to pay, our system generates a QR code and a text description of the exact cryptocurrency amount to be paid. If you modify this amount and send a different value, the system will calculate the received amount and process the top-up based on our current exchange rate (not the TRM).
16.5 If you reach the limits set by your bank (e.g., 7 million pesos per month in Nequi), the top-up will be received, but the balance will be locked until the following month. Please check the terms and conditions of your banking application.
16.6 Minimum: $50,000 (fifty thousand pesos) per transaction.
16.7 Maximum: $3,000,000 (three million pesos) per transaction.
16.8 Maximum: $9,000,000 (nine million pesos) per day.
16.9 BIXXUS is not responsible and will not refund funds in case you enter an incorrect Nequi account number or any other bank account. Please double-check this information carefully.
16.10 In compliance with anti-money laundering policies and international KYC standards, we may request full identity verification in certain cases. Ensure that both billing and account holder data are accurate.
16.11 In the event of a claim for undelivered funds or any other transaction issue, we will first validate the identity of the BIXXUS account holder and the corresponding bank account holder. Accurate information is required to access refunds or submit claims.
