Delivery policy

This Delivery Policy (“Policy”) explains how Products purchased from Vivera Solutions Co., Ltd. (“Vivera”, “we”, “us”, or “our”) are processed, fulfilled, shipped, and delivered.

This Policy applies to both Physical Products and Digital Products purchased through Vivera.

The delivery method and estimated delivery time depend on the Product purchased.

This Policy should be read together with Vivera’s Terms & Conditions, Return & Cancellation Policy, Privacy Policy, applicable Product information, and any Product-specific conditions.

Nothing in this Policy is intended to exclude or restrict any mandatory consumer right or remedy that cannot legally be excluded under applicable law.

PART I — GENERAL

1. SCOPE

This Policy applies to:

• Physical Product processing;

• Physical Product dispatch;

• courier delivery;

• shipment tracking;

• shipping fees;

• delivery-address changes;

• failed delivery;

• lost parcels;

• damaged shipments;

• split shipments;

• international delivery;

• Digital Code delivery;

• Direct Top-Up fulfilment;

• digital delivery delays; and

• other delivery-related matters.

The applicable delivery process depends on whether the Product purchased is a Physical Product or Digital Product.

2. DELIVERY METHOD BY PRODUCT TYPE

Physical Products are delivered by physical shipment to the shipping address supplied by the Customer.

Digital Products are fulfilled electronically.

Depending on the Digital Product, fulfilment may occur by:

• making a Digital Code or other Digital Product available through the Customer’s Vivera Account; or

• completing a Direct Top-Up to the game, account, player ID, server, platform, email address, telephone number, or other destination supplied by the Customer.

Customers should review the Product page before purchasing to confirm the applicable delivery method.

3. ORDER VERIFICATION BEFORE DELIVERY

Delivery or fulfilment generally begins only after:

1. payment has been satisfactorily confirmed; and

2. any required Account, payment, security, KYC, or transaction verification has been completed.

Orders placed under manual or fraud review may require additional time before fulfilment begins.

Normal delivery estimates do not include time during which an Order is being held for required verification.

PART II — BUSINESS DAYS

4. DEFINITION OF BUSINESS DAY

For purposes of Physical Product processing under this Policy, a “Business Day” means Monday through Friday, excluding public holidays observed in Thailand.

Orders placed on weekends or Thai public holidays may begin processing on the next Business Day.

PART III — PHYSICAL PRODUCT PROCESSING

5. ORDER PROCESSING TIME

After successful payment and any required verification, Physical Product Orders will normally require approximately:

1 to 3 Business Days

for processing before the Product is handed to the applicable courier or logistics provider.

Processing may include:

• confirming Product availability;

• obtaining the Product from a Supplier or distributor;

• preparing the Product for shipment;

• packaging;

• preparing shipment information; and

• transferring the parcel to the courier.

The 1 to 3 Business Day period refers to Vivera’s normal processing period before courier handoff and does not include the courier’s transit time.

6. SUPPLIER AND DISTRIBUTOR AVAILABILITY

Vivera may source Physical Products from Suppliers or distributors rather than maintaining all Products in Vivera-controlled inventory.

As a result, dispatch may occasionally be delayed because of:

• Supplier processing;

• Supplier stock synchronization;

• inventory discrepancies;

• Product allocation;

• Supplier logistics;

• unusually high demand;

• public holidays;

• unexpected stock shortages; or

• other supply-chain issues.

Where a significant delay affects an Order, Vivera may provide the Customer with updated information where reasonably possible.

If the Product ultimately cannot be fulfilled, the Order will be handled in accordance with Vivera’s Return & Cancellation Policy.

PART IV — COURIER DELIVERY

7. COURIER SELECTION

Vivera may use different courier or logistics providers depending on factors including:

• Customer location;

• Product type;

• Product size;

• Product weight;

• Supplier location;

• shipping service availability;

• delivery cost; and

• operational requirements.

Vivera is not limited to one specific courier company.

8. COURIER TRANSIT TIME

Courier transit time begins after the Order has been handed to the courier.

Actual transit time may vary depending on:

• courier;

• delivery destination;

• distance;

• service level;

• parcel size or weight;

• courier workload;

• weather;

• public holidays;

• traffic;

• logistics disruptions; and

• other circumstances affecting the courier network.

For this reason, Vivera does not guarantee a fixed courier delivery time unless a specific guaranteed delivery service is expressly offered.

Where the courier provides an estimated delivery date or transit estimate, Customers may refer to the courier’s tracking information for the most current delivery status.

9. DELIVERY ESTIMATES ARE NOT GUARANTEES

Any delivery date or delivery timeframe provided by Vivera or a courier is generally an estimate unless expressly stated to be guaranteed.

Vivera will make reasonable efforts to process Orders within the timeframes described in this Policy, but external courier delays may occur after a parcel has been dispatched.

PART V — SHIPPING NOTIFICATION AND TRACKING

10. DISPATCH NOTIFICATION

Once a Physical Product Order has been handed to the applicable courier, Vivera will update the Customer regarding the shipment.

The Customer will be provided with the applicable tracking ID where tracking is available.

11. TRACKING INFORMATION

Tracking information may include:

• courier name;

• tracking number or tracking ID;

• shipment status; and

• other information made available by the courier.

Customers should use the tracking information to monitor the progress of their shipment after dispatch.

12. COURIER TRACKING STATUS

Courier tracking information is provided by the relevant logistics provider and may not always update immediately after the parcel is handed over.

A delay in the first tracking update does not necessarily mean that the parcel has not been dispatched.

Customers may contact Vivera if tracking information does not update within a reasonable period.

PART VI — SHIPPING FEES

13. SHIPPING COST

Applicable shipping charges will normally be displayed during checkout before the Customer submits the Order.

Shipping fees may vary depending on:

• delivery destination;

• courier;

• Product size;

• Product weight;

• shipping service;

• Supplier location; or

• other relevant delivery factors.

14. FREE OR DISCOUNTED SHIPPING

Vivera may offer free or discounted shipping for:

• selected Products;

• promotions;

• campaigns;

• minimum purchase amounts;

• selected Customers; or

• other qualifying Orders.

Any applicable conditions will be displayed through the relevant promotion, Product page, or checkout process.

PART VII — SHIPPING ADDRESS

15. CUSTOMER RESPONSIBILITY FOR SHIPPING INFORMATION

Customers are responsible for providing complete and accurate shipping information.

This may include:

• recipient name;

• shipping address;

• district or area;

• province;

• postal code;

• telephone number; and

• other information reasonably required by the courier.

Customers should carefully review the shipping information before submitting an Order.

16. ADDRESS CHANGES BEFORE DISPATCH

Customers who need to change a delivery address should contact Vivera as soon as possible.

Vivera may update a shipping address where:

• the Order has not yet been dispatched; and

• the change remains operationally possible.

Customers should not assume that an address has been changed until Vivera confirms the change.

17. ADDRESS CHANGES AFTER DISPATCH

Once an Order has been handed to the courier, Vivera may no longer be able to change the shipping address.

Any requested change after dispatch will depend on:

• courier policies;

• courier system capabilities;

• delivery status;

• parcel location; and

• operational feasibility.

Additional courier, redirection, handling, or reshipping charges may apply where an address change is requested after dispatch.

PART VIII — FAILED DELIVERY

18. CUSTOMER-CAUSED DELIVERY FAILURE

A delivery may fail because of circumstances including:

• incorrect shipping address;

• incomplete shipping address;

• incorrect telephone number;

• Customer being unavailable;

• courier being unable to contact the Customer;

• Customer refusing delivery;

• Customer failing to collect the parcel; or

• another Customer-related delivery issue.

19. RESHIPPING COSTS

Where a delivery fails because of information or circumstances attributable to the Customer, Vivera may require the Customer to pay reasonable additional costs associated with:

• return shipping;

• redelivery;

• reshipping;

• address correction;

• courier handling; or

• other delivery-related charges.

This does not apply where the failed delivery was caused by Vivera or another party for whose error Vivera is legally responsible.

20. RETURNED-TO-SENDER PARCELS

If a parcel is returned to Vivera or the Supplier because delivery was unsuccessful, Vivera will review the reason for the failed delivery.

Depending on the circumstances, Vivera may:

• arrange redelivery;

• request corrected shipping information;

• request payment of applicable reshipping costs; or

• handle the Order under the Return & Cancellation Policy.

PART IX — LOST SHIPMENTS

21. POSSIBLE LOST PARCEL

If a Physical Product has been dispatched but does not arrive and courier tracking does not show successful delivery, the Customer should contact Vivera.

Vivera may open an investigation with the applicable courier or logistics provider.

22. COURIER INVESTIGATION

A lost-parcel investigation may require Vivera to review:

• tracking records;

• courier scans;

• delivery status;

• Customer shipping information;

• delivery attempts;

• courier investigation results; and

• other relevant information.

23. CONFIRMED LOST PARCEL

If the applicable courier confirms that the parcel has been lost before successful delivery, Vivera will provide an appropriate remedy.

Depending on the circumstances and Product availability, this may include:

• replacement; or

• refund.

The applicable remedy will be handled in accordance with Vivera’s Return & Cancellation Policy and applicable law.

PART X — DELIVERY CONFIRMATION

24. SUCCESSFUL DELIVERY

Courier records showing successful delivery may ordinarily be used as evidence that a Physical Product was delivered to the Customer’s designated shipping destination.

This may include:

• delivery scan;

• delivery timestamp;

• proof of delivery;

• recipient confirmation; or

• other courier delivery records.

25. DELIVERY DISPUTES

A Customer may contact Vivera if they reasonably believe that a parcel marked as delivered was not properly received.

Vivera may investigate the claim with the applicable courier and review relevant delivery records.

A courier status showing “Delivered” does not prevent Vivera from investigating a legitimate delivery complaint.

PART XI — DAMAGED SHIPMENTS

26. SHIPPING DAMAGE

Customers should inspect Physical Products reasonably soon after delivery.

If a parcel or Product appears materially damaged during shipment, the Customer should contact Vivera promptly.

27. REPORTING PERIOD

Visible shipping damage, damaged Products, missing components, or other delivery-related Physical Product issues should generally be reported within:

7 days after recorded delivery.

Customers should report the issue as soon as reasonably possible to assist Vivera with the courier or Supplier investigation.

The reporting period does not remove any longer mandatory consumer right that cannot legally be restricted.

28. EVIDENCE OF SHIPPING DAMAGE

Vivera may request reasonable supporting evidence including:

• photographs of the parcel;

• photographs of the shipping packaging;

• photographs of the Product;

• video;

• shipping label;

• Product serial number;

• Order number; and

• description of the damage.

Claims involving damaged Products will be handled under Vivera’s Return & Cancellation Policy.

PART XII — SPLIT SHIPMENTS

29. MULTIPLE PRODUCTS

An Order containing multiple Physical Products may be delivered in more than one shipment.

This may occur where:

• Products come from different Suppliers;

• Products are stored at different locations;

• Products become available at different times;

• different couriers are required; or

• separate shipment is operationally more appropriate.

30. SEPARATE TRACKING

Where an Order is divided into multiple shipments, different tracking IDs may be provided for each shipment.

Delivery of one parcel does not necessarily mean that every Product in the Order has been delivered.

PART XIII — THAILAND DELIVERY

31. PRIMARY PHYSICAL DELIVERY MARKET

Vivera’s Physical Product delivery service is currently focused primarily on delivery within Thailand.

Physical delivery availability may depend on:

• Product;

• destination;

• Supplier;

• courier service;

• Product size or weight; and

• other operational factors.

32. THAILAND DELIVERY TIMING

For Physical Products delivered within Thailand:

• Vivera normally requires 1 to 3 Business Days to process the Order before courier handoff; and

• courier transit time begins after dispatch and varies according to the courier and delivery destination.

The Customer will receive a tracking ID after the Order has been handed to the courier where tracking is available.

Because courier transit times vary between destinations and courier services, Vivera does not guarantee a fixed nationwide transit period.

PART XIV — INTERNATIONAL DELIVERY

33. INTERNATIONAL PHYSICAL SHIPPING

International Physical Product delivery may be available for selected Products where expressly offered through Vivera.

The availability of international delivery may depend on:

• Product;

• destination country;

• courier availability;

• Supplier restrictions;

• import restrictions;

• export requirements;

• Product type;

• customs rules; and

• applicable law.

Customers should not assume that international shipping is available unless the applicable option is presented by Vivera.

34. INTERNATIONAL TRANSIT TIMES

International delivery times may vary substantially depending on:

• destination;

• courier;

• customs clearance;

• local delivery network;

• import inspection;

• public holidays;

• documentation requirements; and

• other cross-border logistics factors.

Any international delivery estimate provided is generally an estimate unless expressly guaranteed.

35. CUSTOMS, DUTIES AND IMPORT CHARGES

Unless Vivera expressly states otherwise during checkout, Customers receiving an international Physical Product shipment may be responsible for applicable:

• customs duties;

• import taxes;

• customs-clearance fees;

• brokerage charges;

• local government fees; and

• other destination-country charges.

Such charges may be imposed independently by government authorities, customs agencies, couriers, or other third parties.

36. CUSTOMS DELAYS

Vivera does not control customs authorities.

International Orders may experience delays because of:

• customs inspection;

• import clearance;

• document review;

• local regulatory requirements; or

• other governmental procedures.

Vivera may provide reasonable assistance with shipment information where appropriate but cannot guarantee customs-clearance time.

PART XV — DIGITAL PRODUCTS

37. GENERAL DIGITAL DELIVERY

Digital Products do not require physical shipment.

Depending on the Product, delivery occurs by:

• making the Product available through the Customer’s Vivera Account; or

• completing a Direct Top-Up to the destination supplied by the Customer.

38. PAYMENT AND VERIFICATION

Digital fulfilment normally begins after:

• payment has been successfully confirmed; and

• any required verification has been completed.

Where an Order is placed under manual or fraud review, the normal digital delivery estimate begins only after the required review has been satisfactorily completed.

PART XVI — DIGITAL CODE DELIVERY

39. NORMAL DIGITAL CODE DELIVERY TIME

Digital Codes and similar Digital Products are normally delivered through the Customer’s Vivera Account within approximately:

5 to 10 minutes

after successful payment confirmation and completion of any required verification.

Actual fulfilment time may depend on Supplier and system processing speed.

40. DIGITAL CODE DELIVERY LOCATION

Digital Codes are delivered through the Customer’s Vivera Account.

Customers should log in to their Vivera Account and review their Order status to determine whether the Product has been delivered.

41. CURRENT DIGITAL DELIVERY NOTIFICATIONS

Vivera does not currently guarantee a separate automatic email, SMS, LINE, WhatsApp, or push notification when a Digital Code becomes available.

Customers are currently responsible for checking their Vivera Account and Order status after purchase.

Vivera may introduce additional delivery-notification features in the future.

42. DELIVERY TAKING LONGER THAN 30 MINUTES

If a Digital Code has not been delivered within approximately 30 minutes after successful payment and completion of required verification, the Customer may contact Vivera support.

A delivery taking longer than 30 minutes does not automatically mean that the Order has failed.

Vivera may investigate:

• Supplier status;

• API status;

• Product availability;

• Order status;

• payment confirmation;

• verification status; and

• other relevant fulfilment information.

PART XVII — DIRECT TOP-UPS

43. NORMAL DIRECT TOP-UP TIME

Direct Top-Ups are normally processed within approximately:

5 to 10 minutes

after successful payment and completion of required verification.

The actual time may depend on:

• Supplier processing speed;

• game or platform processing;

• API performance;

• Product availability; and

• other technical factors.

44. DIRECT TOP-UP DESTINATION

A Direct Top-Up is fulfilled to the destination submitted by the Customer.

Depending on the Product, this may include:

• player ID;

• game ID;

• server ID;

• account ID;

• email address;

• telephone number;

• platform; or

• another Product-specific destination.

Customers are responsible for confirming this information before submitting an Order.

45. COMPLETION STATUS

A Direct Top-Up is generally considered completed when Vivera receives successful confirmation from the applicable Supplier or fulfilment system that the Product has been delivered to the destination supplied by the Customer.

After successful Supplier confirmation, the relevant Order status may be displayed as:

COMPLETED

in the Customer’s Vivera Order history.

46. TOP-UP TAKING LONGER THAN 30 MINUTES

If a Direct Top-Up has not completed within approximately 30 minutes after payment and verification, the Customer may contact Vivera support for assistance.

Vivera may investigate the Supplier and fulfilment status before determining whether further action is required.

PART XVIII — DIGITAL DELIVERY DELAYS

47. SUPPLIER OR API DELAYS

Digital fulfilment may occasionally be delayed because of:

• Supplier system problems;

• API failures;

• temporary Product shortages;

• platform maintenance;

• game-system maintenance;

• high transaction volume;

• technical errors;

• Supplier processing delays; or

• other temporary fulfilment issues.

48. PROCESSING STATUS

Where a Digital Product cannot immediately be fulfilled because of a temporary Supplier, API, or platform issue, the Order may remain in:

PROCESSING

status while Vivera investigates or retries fulfilment.

Vivera is not required to immediately cancel a Digital Order solely because the initial fulfilment attempt is delayed.

49. RETRY OF DIGITAL FULFILMENT

Where appropriate and where there is no unreasonable risk of duplicate fulfilment, Vivera may retry a delayed or failed Digital Product transaction.

Vivera will take reasonable steps to avoid duplicate delivery or duplicate Direct Top-Ups.

50. DELAYS EXCEEDING 24 HOURS

Where a Digital Product remains unfulfilled for more than:

24 hours

after successful payment and completion of required verification, Vivera will investigate the Order and determine an appropriate resolution.

Depending on the circumstances, this may include:

• continued fulfilment where the Customer agrees or fulfilment is imminent;

• retrying the transaction;

• replacement;

• cancellation; or

• refund under Vivera’s Return & Cancellation Policy.

Nothing in this section prevents Vivera from resolving an Order earlier where it becomes clear that fulfilment cannot be completed.

PART XIX — MANUAL REVIEW AND VERIFICATION DELAYS

51. ORDERS UNDER REVIEW

An Order that requires fraud, payment, identity, KYC, or other verification may be placed on hold.

The normal delivery estimate does not run while Vivera is waiting for required verification to be completed.

52. CUSTOMER RESPONSE TO VERIFICATION

Delivery may be delayed if Vivera reasonably requests additional verification and the Customer does not promptly provide the required information.

If verification cannot be satisfactorily completed, Vivera may cancel the Order in accordance with its Terms & Conditions and Return & Cancellation Policy.

PART XX — PRODUCT AVAILABILITY

53. PRODUCT BECOMES UNAVAILABLE

Vivera seeks to prevent Customers from purchasing Products that are known to be unavailable.

However, a Product may occasionally become unavailable after an Order is submitted because of:

• Supplier stock changes;

• simultaneous purchases;

• Supplier system delay;

• API synchronization problems;

• allocation limits; or

• other availability issues.

54. UNABLE TO FULFIL

If Vivera determines that an accepted Order cannot be fulfilled within a reasonable period because the Product is unavailable, Vivera may cancel the affected Product or Order.

Any applicable refund will be handled under Vivera’s Return & Cancellation Policy.

PART XXI — DELIVERY ISSUES AND CUSTOMER SUPPORT

55. WHEN TO CONTACT SUPPORT

Customers may contact Vivera if:

• a Digital Product has not arrived after approximately 30 minutes;

• a Direct Top-Up has not completed after approximately 30 minutes;

• Physical Product tracking appears abnormal;

• a parcel appears lost;

• a Product arrives damaged;

• the wrong Product is delivered;

• tracking shows delivery but the Customer reasonably believes the parcel was not received;

• an Order remains unfulfilled for an unusually long period; or

• another delivery issue occurs.

56. INFORMATION REQUIRED

When contacting Vivera about a delivery issue, Customers should provide information reasonably necessary to identify the Order.

This may include:

• Order number;

• Account information;

• Product;

• tracking ID;

• screenshots;

• delivery details;

• relevant error messages; or

• other information reasonably required to investigate the issue.

57. INVESTIGATION

Vivera may investigate delivery issues using information including:

• Order records;

• payment confirmation;

• verification status;

• Supplier information;

• fulfilment logs;

• API records;

• tracking information;

• courier records;

• delivery confirmation;

• Customer communications; and

• other relevant information.

PART XXII — EVENTS OUTSIDE VIVERA’S REASONABLE CONTROL

58. EXTERNAL DELIVERY DISRUPTIONS

Delivery may be delayed by circumstances outside Vivera’s reasonable control.

These may include:

• severe weather;

• natural disasters;

• public emergencies;

• courier network disruption;

• customs delays;

• government action;

• transportation disruption;

• major Supplier outages;

• major platform outages;

• widespread network failures;

• Payment Provider disruption; or

• other comparable external events.

Vivera will take reasonable steps to reduce the impact of such disruptions where practicable.

PART XXIII — MANDATORY CONSUMER RIGHTS

59. STATUTORY RIGHTS

Nothing in this Policy is intended to exclude, waive, restrict, or reduce a consumer right or remedy that cannot legally be excluded.

Where mandatory applicable law provides a Customer with rights stronger than those stated in this Policy, the applicable mandatory requirement will apply to the extent required.

PART XXIV — CHANGES TO THIS POLICY

60. POLICY UPDATES

Vivera may update this Delivery Policy from time to time because of:

• changes to shipping providers;

• changes to Suppliers;

• changes to delivery methods;

• changes to Products;

• changes to digital fulfilment systems;

• new delivery markets;

• operational changes;

• legal or regulatory requirements; or

• changes to Vivera’s business practices.

The latest version will be made available through Vivera’s website and store.

The “Last Updated” date at the beginning of this Policy identifies when the Policy was most recently revised.

61. POLICY APPLICABLE TO AN ORDER

An Order will generally be governed by the version of this Delivery Policy applicable when the Order was submitted.

Later changes will not ordinarily retroactively alter a completed Order unless applicable law requires otherwise.

PART XXV — CONTACT US

62. DELIVERY SUPPORT

Customers who require assistance regarding:

• Physical Product delivery;

• shipment tracking;

• delayed parcels;

• lost parcels;

• damaged shipments;

• delivery-address issues;

• Digital Code delivery;

• Direct Top-Ups;

• Digital Product delays; or

• another matter covered by this Policy

should contact Vivera through the official Contact Us channels available through Vivera’s website and store.

Customers should provide the relevant Order number and sufficient information for Vivera to identify and investigate the Order.

Customers should communicate only through official Vivera support channels.

Vivera Solutions Co., Ltd.