Return & cancellation policy

This Return & Cancellation Policy (“Policy”) explains the rules and procedures relating to cancellations, returns, replacements, failed fulfilment, refunds, and related claims for Products purchased from Vivera Solutions Co., Ltd. (“Vivera”, “we”, “us”, or “our”).

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

This Policy should be read together with Vivera’s Terms & Conditions, Privacy Policy, Delivery Policy, applicable Product information, and any Product-specific terms or restrictions.

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

PART I — GENERAL

1. SCOPE

This Policy applies to:

• cancellation of Orders;

• Physical Product returns;

• damaged Physical Products;

• defective Physical Products;

• incorrect Products;

• Digital Code issues;

• Direct Top-Up failures;

• failed fulfilment;

• incorrect Customer-supplied information;

• Product replacement;

• refund eligibility;

• refund processing;

• partial refunds;

• payment disputes; and

• related investigations.

The rules that apply depend on:

• the Product purchased;

• whether the Product is physical or digital;

• the status of the Order;

• whether fulfilment has started;

• whether fulfilment can still be reversed;

• the reason for the request; and

• applicable law.

2. RELATIONSHIP WITH VIVERA’S TERMS & CONDITIONS

This Policy forms part of the contractual terms governing purchases made through Vivera.

By placing an Order through a Vivera Account, the Customer agrees that the Order is subject to:

• Vivera’s Terms & Conditions;

• this Return & Cancellation Policy;

• the applicable Delivery Policy;

• Product-specific conditions; and

• any applicable mandatory legal requirements.

3. DEFINITIONS

For purposes of this Policy:

“Customer” means an individual or business purchasing a Product from Vivera.

“Digital Code” means a digital key, code, voucher, PIN, activation credential, entitlement, or similar electronically delivered Product.

“Digital Product” means a Product fulfilled electronically, including Digital Codes, Direct Top-Ups, subscriptions, digital vouchers, digital entitlements, or other digitally fulfilled Products.

“Direct Top-Up” means a Digital Product delivered directly to a Customer-designated player account, game account, server, platform, email address, telephone number, or other fulfilment destination.

“Order” means a request submitted through Vivera for one or more Products.

“Physical Product” means a tangible Product delivered by physical shipment.

“Product” means any Physical Product or Digital Product sold through Vivera.

“Supplier” or “Fulfilment Partner” means a third party used by Vivera to supply, process, deliver, or fulfil a Product.

PART II — GENERAL CANCELLATION RULES

4. CANCELLATION REQUESTS

Customers may request cancellation of an eligible Order before fulfilment has progressed to a stage where cancellation is no longer reasonably possible.

Cancellation is not automatically guaranteed merely because a request is submitted.

Vivera may consider factors including:

• Order status;

• payment status;

• whether fulfilment has started;

• whether the Product has been dispatched;

• whether a Digital Product has been generated or delivered;

• whether a Direct Top-Up has been submitted for fulfilment;

• Supplier restrictions;

• whether the transaction can reasonably be reversed; and

• the reason for cancellation.

5. REASONABLE REASON FOR CANCELLATION

Where this Policy permits cancellation before fulfilment, Vivera may require a reasonable reason for the cancellation request.

Examples may include:

• a duplicate Order;

• a genuine mistake discovered before fulfilment;

• an Order containing materially incorrect information that can still be corrected or cancelled;

• a payment-related issue;

• an unexpected Product availability issue; or

• another reasonable circumstance accepted by Vivera.

A Customer does not have an unrestricted right under this Policy to repeatedly place and cancel Orders without reasonable cause.

This section does not limit any cancellation right available under mandatory applicable law.

PART III — PHYSICAL PRODUCT CANCELLATIONS

6. CANCELLATION BEFORE DISPATCH

A Customer may request cancellation of a Physical Product Order before the Product has been dispatched, provided that:

• the request has a reasonable basis;

• fulfilment has not progressed to an irreversible stage; and

• cancellation remains operationally possible.

Vivera will review the Order status before approving the request.

7. AFTER DISPATCH

Once a Physical Product has been dispatched, the Order will generally no longer be treated as a cancellation request.

Any eligible request after dispatch will instead be handled under the applicable return provisions of this Policy.

Customers should not refuse delivery solely as a substitute for following Vivera’s return procedure unless instructed by Vivera or otherwise permitted by applicable law.

PART IV — PHYSICAL PRODUCT RETURNS

8. NO GENERAL CHANGE-OF-MIND RETURNS

Vivera does not generally accept returns of correctly supplied, non-defective Physical Products solely because the Customer:

• changed their mind;

• no longer wants the Product;

• found another Product elsewhere;

• no longer needs the Product; or

• otherwise has no reasonable Product-related basis for the return.

Vivera may voluntarily approve a return in exceptional circumstances, but is not required to do so unless applicable law provides the Customer with a mandatory right of return or cancellation.

9. ELIGIBLE PHYSICAL PRODUCT CLAIMS

A Physical Product may be eligible for return, replacement, repair, refund, or another appropriate remedy where the Product:

• was materially damaged when received;

• is materially defective;

• is materially different from the Product ordered;

• is the wrong Product;

• is missing material components;

• cannot reasonably be used for its intended purpose because of a qualifying defect; or

• otherwise qualifies for a remedy under applicable law.

10. REPORTING PERIOD FOR PHYSICAL PRODUCT ISSUES

Customers should report an eligible damaged, defective, incorrect, or incomplete Physical Product to Vivera within 7 days after recorded delivery.

The Customer should contact Vivera as soon as reasonably possible after discovering the issue.

The 7-day reporting period is intended to allow Vivera to investigate claims promptly and does not remove any longer statutory warranty, defect, or consumer right that cannot legally be restricted.

11. EVIDENCE REQUIRED

Vivera may request reasonable evidence to verify the condition of a Physical Product.

Depending on the circumstances, Customers may be asked to provide:

• photographs;

• video;

• Product packaging;

• Product serial number;

• model number;

• shipping label;

• Order number;

• photographs of the parcel;

• photographs of damaged packaging;

• description of the defect;

• description of missing components; or

• other reasonable evidence necessary to investigate the claim.

Customers should not intentionally dispose of relevant packaging, labels, or Product components while an active claim is being investigated where those materials are reasonably necessary to determine what occurred.

12. RETURN AUTHORIZATION

Customers should contact Vivera before returning a Product.

Vivera may provide:

• return instructions;

• return address;

• return reference;

• shipping instructions; or

• other information necessary to process the return.

Returning a Product without following reasonable return instructions may delay the investigation or refund process.

13. CONDITION OF RETURNED GOODS

Where reasonably possible, returned Physical Products should include:

• the Product;

• original accessories;

• included components;

• manuals;

• cables;

• included items; and

• original packaging.

A Customer will not automatically lose an otherwise valid defect claim merely because packaging cannot reasonably be returned.

However, Customers should return all Product components reasonably available to them.

14. RETURN SHIPPING — VIVERA RESPONSIBILITY

Where a return is required because Vivera supplied a:

• materially defective Product;

• damaged Product;

• incorrect Product; or

• Product affected by another error attributable to Vivera,

Vivera will normally bear or reimburse reasonable approved return shipping costs, subject to the return procedure provided by Vivera.

Customers should follow Vivera’s return instructions rather than selecting an unnecessarily expensive return method without approval.

15. RETURN SHIPPING — CUSTOMER RESPONSIBILITY

Where Vivera voluntarily agrees to accept a return that is:

• caused by Customer error;

• not caused by a defect or error attributable to Vivera; or

• otherwise a discretionary return,

the Customer may be responsible for:

• return shipping;

• reshipping;

• handling costs; and

• other reasonable costs arising directly from the Customer’s error or voluntary request,

to the extent permitted by applicable law.

16. INSPECTION OF RETURNED PRODUCTS

Returned Physical Products may be inspected by Vivera or an applicable Supplier, distributor, manufacturer, or service provider.

Vivera may verify:

• Product identity;

• serial number;

• reported damage;

• reported defect;

• missing components;

• Product condition;

• signs of misuse;

• whether the returned Product matches the Product supplied; and

• other information reasonably relevant to the claim.

17. REFUNDS AFTER RETURN

Where a Physical Product must be returned before a refund can be completed, Vivera will generally process the approved refund only after:

1. the returned Product has been successfully delivered to the designated return location;

2. the Product has been reasonably inspected; and

3. the claim and refund eligibility have been confirmed.

Where applicable law requires a different procedure or timing, the mandatory legal requirement will apply.

18. REMEDIES FOR PHYSICAL PRODUCTS

Where a qualifying Physical Product issue is confirmed, Vivera may provide an appropriate remedy depending on the circumstances.

Remedies may include:

• replacement;

• repair where appropriate;

• replacement of missing components;

• partial refund where appropriate;

• full refund; or

• another remedy required by applicable law.

The appropriate remedy will depend on factors including:

• the nature of the problem;

• Product availability;

• feasibility of repair;

• replacement availability;

• Supplier or manufacturer procedures; and

• applicable consumer rights.

PART V — DIGITAL PRODUCT CANCELLATION

19. GENERAL DIGITAL PRODUCT RULE

Digital Products may be processed and delivered quickly after payment and verification.

As a result, the period during which a Digital Product can be cancelled may be very short.

Once digital fulfilment has been successfully completed or has entered an irreversible stage, cancellation will generally no longer be possible.

20. DIGITAL CODE CANCELLATION

A Customer may request cancellation of a Digital Code Order before the Digital Code or Product has been delivered through the Customer’s Vivera Account, provided:

• there is a reasonable reason for the request;

• fulfilment has not become irreversible; and

• the Product has not already been generated, allocated, supplied, or delivered in a manner that prevents cancellation.

Vivera will determine whether cancellation remains possible based on the actual Order status.

21. DIRECT TOP-UP CANCELLATION

A Direct Top-Up may normally be submitted to the applicable Supplier shortly after payment and verification are completed.

Because this process may occur rapidly, cancellation may only be possible before the Direct Top-Up has been submitted for fulfilment.

Once the request has been submitted to the Supplier, game, platform, or fulfilment system and can no longer reasonably be stopped, cancellation will generally not be possible.

Exceptions may arise where processing has been interrupted because of circumstances such as:

• invalid input format;

• Supplier system problems;

• Supplier availability issues;

• Product being out of stock;

• platform errors; or

• another issue preventing fulfilment.

PART VI — DIGITAL PRODUCT COMPLETION

22. DIGITAL CODE DELIVERY

A Digital Code or similar Digital Product is generally considered successfully delivered when it has been made available through the Customer’s Vivera Account.

The recorded delivery time may be used when investigating later claims concerning the Product.

23. DIRECT TOP-UP COMPLETION

A Direct Top-Up is generally considered successfully fulfilled when Vivera receives confirmation from the relevant Supplier or fulfilment system that the Product has been successfully delivered to the destination submitted by the Customer.

Vivera may rely on relevant Supplier and fulfilment records when investigating a disputed Direct Top-Up.

PART VII — CUSTOMER-SUPPLIED INFORMATION

24. CUSTOMER RESPONSIBILITY

Customers are responsible for reviewing all Product-specific fulfilment information before submitting an Order.

Depending on the Product, this may include:

• player ID;

• game ID;

• server ID;

• character ID;

• account ID;

• platform;

• country;

• region;

• email address;

• telephone number;

• denomination; or

• other fulfilment information.

25. INCORRECT CUSTOMER-SUPPLIED INFORMATION

If a Customer provides incorrect fulfilment information and the Product is successfully delivered to the destination supplied by the Customer, the Order will generally be treated as properly fulfilled.

Examples include:

• wrong player ID;

• wrong game ID;

• wrong server;

• wrong account;

• wrong email address;

• wrong platform;

• wrong region; or

• another incorrect fulfilment destination.

Where fulfilment has already been successfully and irreversibly completed using the information supplied by the Customer, Vivera will generally not provide:

• cancellation;

• reversal;

• transfer;

• replacement; or

• refund.

Customers should therefore carefully check all fulfilment information before submitting an Order.

This section does not apply where the fulfilment error was caused by Vivera.

PART VIII — DIGITAL CODE CLAIMS

26. INVALID OR PREVIOUSLY USED DIGITAL CODE

If a Customer believes a Digital Code:

• was invalid when delivered;

• had already been redeemed before delivery; or

• otherwise could not be used because of an issue existing before delivery,

the Customer should promptly contact Vivera.

27. REPORTING DIGITAL CODE PROBLEMS

Customers should report Digital Code problems as soon as reasonably possible, preferably within 24 to 48 hours after delivery.

Prompt reporting assists Vivera in obtaining:

• Supplier records;

• redemption information;

• timestamps;

• activation information; and

• other relevant evidence.

A failure to report within 24 to 48 hours does not automatically remove a right that cannot legally be excluded, but delayed reporting may make investigation more difficult.

28. DIGITAL CODE INVESTIGATION

Vivera may investigate a Digital Code claim using:

• Order information;

• delivery timestamps;

• Supplier records;

• activation information;

• redemption records where available;

• Customer screenshots;

• error messages;

• account or platform information reasonably required to investigate; and

• other relevant evidence.

29. CODE USED BEFORE DELIVERY

Where available evidence confirms that a Digital Code:

• had already been redeemed before the recorded delivery time; or

• was invalid because of an issue existing before delivery,

Vivera will provide an appropriate remedy.

Vivera will normally seek to provide a valid replacement where reasonably possible.

Where a suitable replacement cannot be provided, Vivera will provide an appropriate refund.

30. CODE USED AFTER DELIVERY

Where available records show that:

• the Digital Code was valid when delivered; and

• the Digital Code was redeemed only after the recorded delivery time,

Vivera will generally not be responsible for subsequent claims that the code had already been used.

Once delivered, Customers are responsible for keeping Digital Codes and their Vivera Account secure.

This includes unauthorized use caused by:

• Customer sharing;

• publication of the code;

• disclosure to another person;

• compromised Customer credentials; or

• misuse after successful delivery,

unless the evidence indicates that the issue was caused by Vivera.

PART IX — DIRECT TOP-UP FAILURES

31. FAILED DIRECT TOP-UP

If a Direct Top-Up does not successfully complete, Vivera will investigate the fulfilment status.

Where appropriate, Vivera may first attempt to process or retry the fulfilment.

32. RETRY OF FAILED TOP-UP

Where a failure appears temporary or capable of correction, Vivera may retry the Direct Top-Up.

This may occur where failure results from:

• temporary Supplier problems;

• temporary platform issues;

• API errors;

• processing delays;

• system maintenance; or

• another recoverable technical issue.

33. REFUND AFTER FAILED TOP-UP

If Vivera reasonably attempts to fulfil or retry the Direct Top-Up but successful fulfilment still cannot be completed, Vivera will provide an appropriate refund for the affected Product.

Vivera will not repeatedly retry a transaction where doing so would create an unreasonable risk of duplicate fulfilment.

PART X — VIVERA FULFILMENT ERRORS

34. WRONG DIGITAL PRODUCT SUPPLIED

If Vivera supplies a materially incorrect Digital Product because of an error attributable to Vivera, Vivera will investigate and provide an appropriate remedy.

Depending on the circumstances, Vivera may:

• correct the fulfilment;

• replace the Product;

• provide the correct Product;

• take reasonable steps to recover or cancel the incorrect Product where possible; or

• provide a refund where another appropriate remedy cannot reasonably be provided.

35. WRONG DENOMINATION OR PRODUCT

Where Vivera delivers the wrong:

• denomination;

• Product;

• Digital Code;

• platform version; or

• other material Product characteristic

because of Vivera’s own error, Vivera will seek to resolve the matter appropriately based on the circumstances and Product status.

PART XI — INVESTIGATION PROCESS

36. CLAIM STATUS

A cancellation, return, refund, Digital Code, Direct Top-Up, delivery, or other claim may be marked as:

UNDER INVESTIGATION

while Vivera reviews the relevant facts.

An investigation does not automatically mean that a refund has been approved or rejected.

37. INFORMATION REVIEWED

Depending on the claim, Vivera may review:

• Customer Account records;

• Order information;

• payment information;

• payment status;

• Supplier records;

• fulfilment logs;

• API records;

• delivery timestamps;

• redemption records;

• shipping records;

• tracking records;

• photographs;

• videos;

• screenshots;

• Customer communications;

• Product serial numbers; and

• other information reasonably necessary to determine what occurred.

38. INVESTIGATION PERIOD

Vivera aims to complete ordinary return, cancellation, or refund investigations within approximately 2 to 7 business days after receiving sufficient information necessary to investigate the claim.

Some cases may take longer where Vivera must obtain information from:

• Suppliers;

• Payment Providers;

• banks;

• logistics companies;

• manufacturers;

• publishers;

• platforms; or

• other third parties.

Vivera will seek to handle claims within a reasonable period and may provide updates where additional investigation is necessary.

39. CUSTOMER COOPERATION

Customers may be required to provide reasonable information necessary to investigate a claim.

Failure to provide reasonably requested information may prevent or delay Vivera from determining whether the claim is valid.

Vivera will not require Customers to provide account passwords or other information that is unnecessary for the investigation.

PART XII — ORDERS CANCELLED BY VIVERA

40. VIVERA CANCELLATION RIGHTS

Vivera may cancel an Order where reasonably necessary because of circumstances including:

• Product unavailability;

• Supplier inability to fulfil;

• obvious pricing error;

• obvious Product listing error;

• failed payment verification;

• failed Account verification;

• failed KYC or KYB where required;

• unresolved suspected fraud;

• unauthorized payment;

• legal restrictions;

• regulatory requirements;

• Payment Provider restrictions;

• compliance requirements;

• sanctions or trade restrictions;

• technical errors preventing fulfilment; or

• another circumstance making lawful or reliable fulfilment impossible.

41. PAYMENT FOLLOWING VIVERA CANCELLATION

Where Vivera cancels an Order after successfully receiving payment and no Product has been successfully fulfilled, Vivera will generally process an appropriate refund or payment reversal.

The treatment may depend on:

• transaction status;

• Payment Provider requirements;

• whether payment has settled;

• whether any part of the Order was already fulfilled; and

• applicable law.

PART XIII — PENDING PAYMENTS

42. 12-HOUR PENDING PAYMENT LIMIT

Where Vivera has not received satisfactory payment confirmation, an Order may remain in pending status for up to 12 hours.

If payment remains unconfirmed after 12 hours, the Order may automatically be cancelled.

43. PAYMENT RECEIVED AFTER CANCELLATION

If payment is subsequently confirmed after an Order has automatically cancelled, Vivera will investigate the transaction.

Depending on Product availability and transaction circumstances, Vivera may:

• reinstate the Order where reasonably possible; or

• process an appropriate refund or payment reversal.

PART XIV — PARTIAL ORDERS

44. PARTIAL CANCELLATION OR REFUND

Where an Order contains multiple Products and only one or some Products cannot be fulfilled, Vivera may:

• fulfil the Products that remain available; and

• cancel and refund only the affected Product or Products.

A Customer will not necessarily receive a refund for correctly fulfilled Products solely because another Product in the same Order could not be fulfilled.

45. PARTIAL REFUND CALCULATION

A partial refund will generally be based on the actual amount paid and attributable to the affected Product.

Where a discount or promotion applies across multiple Products, Vivera may reasonably calculate the amount paid for the affected Product based on the Order pricing and promotion applied.

PART XV — REFUND AMOUNTS

46. AMOUNT REFUNDED

Where a full refund is approved, Vivera will generally refund the amount actually charged and paid by the Customer for the affected Product or Order.

Vivera will not refund more than the amount actually paid for the affected purchase unless required by applicable law.

47. DISCOUNTS AND PROMOTIONS

Where a Product was purchased using:

• a discount;

• promotional pricing;

• coupon;

• voucher;

• special offer; or

• other price reduction,

the refund will generally be calculated using the amount actually paid for the affected Product rather than its undiscounted retail price.

48. THIRD-PARTY FOREIGN EXCHANGE AND PAYMENT FEES

Vivera is responsible only for the amount charged by Vivera for the relevant transaction, except where applicable law requires otherwise.

Vivera is generally not responsible for independently imposed:

• foreign-exchange charges;

• exchange-rate differences;

• international transaction fees;

• card issuer fees;

• bank charges;

• wallet-provider charges; or

• other third-party payment costs

charged separately by the Customer’s bank, card issuer, Payment Provider, or other financial institution.

PART XVI — REFUND METHOD

49. ORIGINAL PAYMENT METHOD

Approved refunds will be returned to the original payment method used for the applicable transaction wherever technically supported.

For security, fraud-prevention, and compliance reasons, Vivera generally does not redirect a refund to:

• another person;

• an unrelated bank account;

• a different card;

• another wallet; or

• another payment method selected after the original transaction.

50. ORIGINAL PAYMENT METHOD UNAVAILABLE

If the original Payment Provider or payment method is temporarily unable to process the refund, Vivera may work with the applicable Payment Provider to determine the appropriate lawful treatment.

Vivera does not guarantee that a refund can be redirected to another payment method.

Customers may be required to cooperate with the original Payment Provider where necessary to complete the refund.

PART XVII — REFUND PROCESSING TIME

51. VIVERA REFUND PROCESSING

After a refund has been approved and all necessary return or investigation requirements have been completed, Vivera generally aims to submit or process the refund within approximately 3 to 7 business days.

52. EXTERNAL PAYMENT PROCESSING TIME

The 3 to 7 business day period refers to Vivera’s internal processing or submission of the approved refund.

After Vivera submits a refund, additional processing time may be required by:

• the Payment Provider;

• acquiring bank;

• card network;

• Customer’s bank;

• wallet provider; or

• other financial institution.

Vivera cannot guarantee the exact date on which refunded funds will appear in the Customer’s account because this may depend on external financial institutions.

53. REFUND STATUS

Where available, Vivera may provide confirmation that a refund has been submitted or processed.

Customers should allow the relevant Payment Provider or financial institution sufficient processing time before reporting a refund as missing.

PART XVIII — NON-REFUNDABLE CIRCUMSTANCES

54. GENERAL NON-REFUNDABLE CIRCUMSTANCES

Subject to mandatory applicable law, an Order will generally not qualify for refund where:

• the Customer simply changes their mind after proper fulfilment;

• a Digital Product was correctly and successfully delivered;

• the Customer supplied incorrect fulfilment information and the Product was successfully delivered according to that information;

• a Digital Code was valid when delivered and was subsequently redeemed;

• a Customer shared or exposed a Digital Code after delivery;

• a Product was purchased for an incompatible region or platform where the restriction was clearly disclosed before purchase;

• a Digital Product cannot be reversed after successful fulfilment;

• a Physical Product has no defect or other reasonable basis for return;

• damage was caused after delivery by Customer misuse rather than a pre-existing defect;

• the claim is fraudulent or materially misleading; or

• another applicable exclusion clearly disclosed before purchase applies.

55. THIRD-PARTY PLATFORM ISSUES

A refund will not normally be provided solely because, after correct fulfilment:

• a third-party platform suspends the Customer;

• a game publisher bans the Customer’s account;

• a platform changes its rules;

• a publisher modifies its service;

• a Customer loses access because of their own account status;

• a third-party service experiences an unrelated outage; or

• another independent third-party event occurs,

unless the Product itself was not correctly supplied or applicable law requires otherwise.

PART XIX — FRAUD AND ABUSE

56. FRAUDULENT CLAIMS

Customers must not intentionally submit:

• false refund claims;

• fabricated Digital Code claims;

• manipulated screenshots;

• false non-delivery claims;

• misleading return information;

• substituted returned Products;

• fraudulent chargebacks; or

• other deliberately false evidence.

57. ABUSE OF RETURN OR REFUND PROCEDURES

Where Vivera reasonably identifies deliberate abuse, Vivera may:

• conduct additional investigation;

• reject a fraudulent claim;

• restrict the Customer’s Account;

• suspend the Account;

• terminate the Account;

• refuse future transactions;

• provide evidence to Payment Providers; or

• take other action permitted by applicable law.

A genuine complaint, mistake, disagreement, or lawful exercise of a Customer’s rights does not by itself constitute abuse.

PART XX — PAYMENT DISPUTES AND CHARGEBACKS

58. CONTACT VIVERA FIRST

Customers experiencing an Order problem are encouraged to contact Vivera through its official support channels before initiating a chargeback or payment dispute where reasonably possible.

Contacting Vivera may allow us to resolve matters involving:

• failed fulfilment;

• damaged Products;

• incorrect Products;

• invalid Digital Codes;

• failed Direct Top-Ups;

• duplicate payments;

• missing delivery; or

• other genuine transaction problems

without requiring a formal payment dispute.

Nothing in this section prevents a Customer from exercising a payment-dispute or consumer right that cannot legally be restricted.

59. CHARGEBACK INVESTIGATION

If a Customer initiates a chargeback or payment dispute, Vivera may provide relevant information to the applicable Payment Provider.

This may include:

• Order records;

• payment records;

• verification information;

• Digital Product delivery records;

• Supplier confirmation;

• fulfilment timestamps;

• shipping information;

• tracking;

• delivery confirmation;

• Customer communications; and

• other relevant evidence.

Personal data used for this purpose will be handled in accordance with Vivera’s Privacy Policy and applicable law.

PART XXI — MANDATORY CONSUMER RIGHTS

60. STATUTORY RIGHTS

Nothing in this Policy is intended to:

• exclude;

• waive;

• restrict; or

• reduce

a statutory consumer right or remedy that cannot legally be excluded.

Where applicable mandatory law provides the Customer with a stronger right than this Policy, that mandatory legal requirement will apply to the extent required.

This may depend on factors including:

• the Customer’s jurisdiction;

• Product type;

• transaction type;

• method of sale; and

• applicable consumer-protection law.

PART XXII — POLICY CHANGES

61. CHANGES TO THIS POLICY

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

• changes to Products;

• changes to fulfilment methods;

• changes to Suppliers;

• changes to payment methods;

• operational changes;

• fraud-prevention requirements;

• legal or regulatory developments; or

• changes to Vivera’s commercial practices.

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

The “Last Updated” date at the beginning of this Policy identifies the latest revision.

62. POLICY APPLICABLE TO AN ORDER

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

A later policy change will not normally retroactively change the rules governing a completed transaction unless applicable law requires otherwise.

PART XXIII — CONTACT US

63. RETURN, CANCELLATION AND REFUND REQUESTS

Customers seeking assistance regarding:

• Order cancellation;

• Physical Product returns;

• damaged Products;

• defective Products;

• incorrect Products;

• Digital Code problems;

• failed Direct Top-Ups;

• duplicate payments;

• refund status; 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.

Vivera may request additional reasonable evidence depending on the nature of the claim.

Customers should communicate only through official Vivera support channels.

Vivera Solutions Co., Ltd.