Refund Policy

1. Prepaid digital access

Plans and add-ons provide time-limited digital access and are prepaid. Redeem codes are single-use, must cover the selected purchase, and do not return unused value as cash or account credit. Plans do not renew automatically unless checkout clearly states otherwise.

2. Refund eligibility

Except where applicable law requires otherwise, activated plans, redeemed codes, consumed remote assistance time, expired periods, and unused quota are not refundable. We will review requests involving duplicate charges, unauthorized payments, failure to deliver purchased access, or a verified technical defect that prevents material use and cannot be resolved by support.

Contact us within 14 days of the payment or delivery problem. This deadline does not limit mandatory consumer rights.

3. How to request a refund

Email support@teralivo.com with the account email, payment or order reference, purchase date, amount, and a clear description of the issue. Do not send full card numbers or passwords. We aim to respond within three business days and may request information needed to verify the transaction or troubleshoot the service.

4. Processing and mandatory rights

Approved refunds are returned through the original payment provider where possible. Processing time depends on that provider and your financial institution. Payment-provider and mandatory consumer protections continue to apply. Nothing in this policy excludes rights that cannot legally be waived.