Withdrawal and refunds

1. In short

• You have not activated the plan yet and 14 days have not passed since the purchase: we refund everything.
• You have already activated it and 14 days have not passed: you can withdraw, and you pay only for the part you have used.
• The plan has been used up or has ended: you can no longer withdraw.
• It does not work because of a fault of ours or of the service: we fix it, replace it or refund your money, however many days have passed.

2. Your right to withdraw

If you buy as a consumer, you have the right to withdraw from the purchase within 14 calendar days without giving any reason. The period ends 14 calendar days after the day of the purchase.

To meet the deadline, it is enough to send us your decision before the period ends.

Withdrawing costs you nothing.

3. How to withdraw

You have to tell us clearly. You can do so in any of these ways:

• On the website, under “Withdraw from a purchase”: https://nubotravel.com/en/desistir. You give your name, the order number and your email, confirm it and receive an acknowledgement straight away, with the date and time.
• From your account, on your order page.
• By writing to hola@bivid.store, or by post to Bivid Telecom SL, Avda. Industria 414, Nave 2, 25191 Lleida.

You can use the model form at the end of this page, but it is not compulsory.

4. If you have already activated the plan

When you buy, you expressly ask us to let the service begin as soon as you activate the eSIM, even if the 14 days have not passed. The plan is activated the first time the eSIM connects to a network in a country the plan covers.

If you withdraw after activating it, you have to pay for the part of the service you have already received up to the moment you tell us, in proportion to the total price:

• On an unlimited data plan, for the days that have passed since you activated it, out of the plan’s total days.
• On a plan with an amount of data, for the data used, out of the plan’s total.

We refund the rest.

When the plan has been used up completely or its validity period has ended, the service has been fully performed. When you bought, you accepted that in that case you lose the right to withdraw.

5. How and when we refund your money

We refund whatever is due without delay and, at the latest, within 14 calendar days of the day you tell us you are withdrawing. We refund it to the same card you paid with, at no charge.

When we refund your money we cancel the plan: the eSIM stops working even if you have it installed. If you use it after telling us you are withdrawing, you pay for that use.

6. Top-ups

The same applies to a top-up as to a new eSIM: 14 days to withdraw, with a full refund if its plan has not started and a proportional one if it has.

7. If your phone is not compatible or is locked

If you find that your phone does not support eSIM or is locked to an operator, you can withdraw as with any other purchase: within the 14 days and without having activated the plan, we refund everything.

After the 14 days, write to us anyway and we will look into your case. We may ask you for a screenshot that shows it.

8. If the service fails

Faults in the service do not depend on these time limits. They are explained in the section “If something goes wrong” of the terms of purchase: we fix it, replace the eSIM or refund whatever is due.

9. If you have a problem with a charge

Write to us before asking your bank to reverse the charge: we will sort it out sooner and without paperwork. If you do not recognise a purchase made with your card, let us know too.

For each purchase we keep proof of the payment, of the delivery and of the use of the eSIM, and we provide it to the bank when a charge is reversed for a purchase that was delivered correctly.

10. Model withdrawal form

You only need to complete and send it if you want to withdraw and prefer to do it this way.

For the attention of Bivid Telecom SL, Avda. Industria 414, Nave 2, 25191 Lleida, hola@bivid.store:

I hereby give notice that I withdraw from my contract for the provision of the following service:

• Order number:
• Ordered on:
• Name of the buyer:
• Email used for the purchase:
• Date:
• Signature (only if this form is sent on paper):

Withdraw from contract here