24-Hour Reporting Window
If a delivered product, account, Proxy, VPN or Premium App Access is non-functional because of a verified delivery error, invalid credentials, provider-side issue or product fault, the customer must report the issue within 24 hours of delivery.
- The 24-hour period starts from the recorded delivery time.
- Later reports may not qualify unless the product page states a longer warranty period.
- Support may still assist after the window, but refund or replacement eligibility is not guaranteed.
Replacement or Renewal
When the issue is verified and the customer is not responsible, Callixa may:
- Troubleshoot the issue.
- Replace or renew the product or access.
- Provide an equivalent option where appropriate.
- Issue a refund only when a suitable replacement is unavailable.
Replacement first; refund if replacement is not possible.
Eligible Cases
- Credentials do not work at first use.
- The administrator delivered the wrong product.
- The product expired before its promised duration.
- Support confirms a provider-side failure.
- A duplicate charge or incorrect wallet credit occurred.
- Payment completed but the order cannot be fulfilled.
- The delivered product materially differs from its description.
Non-Eligible and Customer-Caused Cases
Refund or replacement is normally unavailable when the customer:
- Changed a password, recovery email or security settings against instructions.
- Shared, resold or transferred access.
- Violated provider or platform rules.
- Used an unsupported region, device, network or configuration.
- Supplied incorrect email or account information.
- Deleted or modified delivered data or failed to follow setup instructions.
- Was restricted because of misuse or changed their mind after successful delivery.
- Substantially used or consumed the service.
- Did not report within the stated reporting or warranty period.
Evidence Required
Support may request an order number, registered email, error screenshot, device or browser information, the time of the issue and steps already tried. We will never request an email password, OTP code, banking password or complete payment credentials.
Refund Method
- Wallet refunds may be credited to the Callixa wallet.
- Manual payment refunds may require additional verification.
- Crypto refunds may depend on provider and network rules or fees.
- Processing begins after approval; no fixed completion time is promised.
How to Submit a Claim
Open a support ticket from the customer dashboard or email support@callixa.store. Include the order number and a clear description without sensitive credentials.
Policy Abuse
Fraudulent claims, manipulated screenshots, repeated misuse or false information may result in rejection of the claim and account review.