Effective Date: March, 24 2026

1. Introduction

At Hivoox, we aim to provide a transparent, reliable, and professional marketplace connecting businesses with service providers worldwide. This Refund Policy defines the conditions under which refunds may be granted and outlines the responsibilities of both buyers and sellers. By placing an order on Hivoox, you acknowledge that you have read, understood, and agreed to this Refund Policy without reservation.

2. General Principles

Hivoox is a marketplace platform connecting buyers and independent sellers.

  • Each seller may define specific service conditions on their service page.
  • Buyers are fully responsible for reviewing all service details, requirements, and conditions before placing an order.
  • Refunds are not automatic and are granted only under specific conditions.

Hivoox acts as an intermediary and reserves the right to make final decisions in dispute cases.

3. Services Requiring Documents (Mandatory Compliance)

Certain services available on Hivoox require the submission of documents for compliance purposes, including identity verification, business registration, address verification, and regulatory requirements.

Examples include : virtual phone numbers, telecommunications services, virtual offices, and other regulated business services.

Important Conditions

  • Required documents are clearly listed on the service page.
  • Sellers may deliver partial access (credentials, assigned resources, accounts).
  • Full functionality may remain restricted until all documents are validated.
  • Services may remain partially or fully inactive until compliance is completed.
  • Delivery of credentials or resources does not mean full activation if documents are pending.

No Refund Rule

Failure to provide required documents does not entitle the buyer to a refund.

  • The buyer did not read the service description
  • The buyer cannot provide documents
  • The buyer delays or refuses submission
  • Invalid or incomplete documents are provided
  • The service remains inactive due to missing compliance

The buyer acknowledges that compliance requirements are part of the service and not a defect.
Any provisioning, activation, allocation, or regulatory costs are non-refundable.

4. Fair Usage Policy (Unlimited Plans)

Certain services include unlimited plans subject to fair usage.

Conditions

  • Usage must remain reasonable and aligned with normal business use.
  • Sellers may define limits or restrictions.
  • Unlimited does not mean unrestricted use.

Enforcement

If abusive or excessive usage is detected, sellers may restrict, suspend, or terminate the service.

No Refund Rule

No refunds are granted in case of violation of fair usage conditions.

5. Orders Not Yet Delivered

Orders not yet delivered may be cancelled at any time.

  • Card/PayPal payments are usually not captured before delivery
  • The buyer is not charged

Bank Transfers

Refunds are processed within 7 to 20 business days.

6. Delivered Orders

Once delivered, refund eligibility becomes limited.

Refunds May Be Considered

  • Service not delivered
  • Service significantly different from description
  • Major technical issue confirmed

Refunds Will Not Be Granted

  • Service delivered or activated
  • Documents not provided
  • Buyer changes mind
  • Misunderstanding of service
  • Non-reversible costs involved
  • Service already used or accessible

Examples of Non-Refundable Services

  • Virtual phone numbers
  • Telecom plans
  • Hosting and email servers
  • Digital products and databases

7. Seller-Specific Conditions

Each seller may define additional terms.
The buyer agrees to both seller conditions and Hivoox policies.
Hivoox reserves the right to make final decisions in case of dispute.

8. Payment Methods and Refund Processing

Online Payments

Payments are authorized but not captured before delivery.

Bank Transfers

Refunds are processed within 7 to 20 business days.

9. Abuse and Fraud Prevention

Hivoox may deny abusive refund requests and suspend accounts involved in fraudulent behavior.

10. Dispute Resolution

Both parties may submit evidence. Hivoox makes the final decision.

11. Right of Withdrawal (Cooling-Off Period)

Some countries allow a withdrawal period, but it does not apply in many cases.

Not Applicable When

  • Service delivered or started
  • Digital services
  • Allocated resources (numbers, servers)
  • Compliance-based services
  • Customized services

B2B Limitation

Most transactions are business-to-business and may not benefit from consumer protection laws.

Acceptance

The buyer accepts that some services are non-refundable.

12. Acceptance and Proof

Hivoox may store proof of acceptance, including timestamps, IP addresses, and order data.

13. Final Provisions

Hivoox may update this policy at any time. Continued use implies acceptance.