USR-010 — PROCEDIMIENTO DE REEMBOLSOS Y CONTRACARGOS Refunds & Chargebacks Procedure
- Entidad / Entity
- BLIIM GLOBAL LLC — Delaware, United States
- Documento / Document
- Procedimiento de Reembolsos y Contracargos / Refunds & Chargebacks Procedure
- ID
- USR-010
- Versión / Version
- V1.1
- Fecha de vigencia / Effective date
- 7 de octubre de 2026 / 7 October 2026
- Estado / Status
- PUBLICATION FINAL — ACTIVATION CONDITIONAL
- Ámbito / Scope
- Web, app y funcionalidades habilitadas de Bliim / Web, app and enabled Bliim functionalities
- PRINCIPIO CENTRAL / CENTRAL PRINCIPLE
- Un refund, reversal, error correction y chargeback no son el mismo remedio. El mecanismo disponible depende del tipo de transacción, producto, país, partner, issuer, red, etapa de settlement y legislación aplicable. La publicación de este procedimiento no garantiza que todas las operaciones admitan chargeback ni amplía derechos más allá de los previstos por ley, contrato o reglas aplicables del proveedor o red.
A refund, reversal, error correction and chargeback are not the same remedy. The available mechanism depends on transaction type, product, country, partner, issuer, network, settlement stage and applicable law. Publication of this procedure does not guarantee that every transaction is chargeback-eligible and does not expand rights beyond those provided by law, contract or applicable provider or network rules.
1. Purpose
This Procedure sets out the general framework for receiving, classifying, processing, communicating and executing refunds, reversals and chargebacks relating to features enabled through Bliim.
Its purpose is to preserve mandatory rights, prevent duplicate remedies and ensure that any credit, reversal or adjustment follows the applicable legal and operational route.
2. Scope
It applies, where relevant, to cards, transfers, cross-border, P2P, virtual or local account details, wallet/stablecoin, conversions, fees/FX and other expressly enabled movements of value.
Not every product supports chargebacks and not every refund arises from a legal right. Availability depends on the product, country, partner, responsible entity and transaction type.
3. Relationship with Other Policies
General complaints are handled under the Complaints & Claims Policy. Unauthorized transactions and errors are handled under the Unauthorized Transactions & Error Resolution Policy.
This Procedure specifically governs refund, reversal and chargeback mechanics where a remedy is available.
4. Definitions
A “refund” is a credit returning value previously debited. A “merchant refund” is initiated by a merchant. A “reversal” cancels or corrects an authorization or posting under the applicable rail. A “chargeback” or “dispute” is a formal issuer or network mechanism for challenging a transaction. A “provisional credit” is temporary. A “goodwill credit” is discretionary.
These categories are not interchangeable and may have different rules, evidence requirements and effects.
5. Route Resolution
Before applying a remedy, Bliim may determine the product, country, transaction type, rail or network, partner, issuer or responsible entity, settlement status and applicable procedure.
Where the function is provided by a third party, the user may also be subject to that third party’s terms and rules.
6. Intake and Notice Date
Requests may be submitted through channels enabled by Bliim. Where a reasonably identifiable request reaches a secondary Bliim channel, the original receipt date may be preserved and the matter routed to the appropriate procedure.
For support relating to refunds or disputes, users may contact [email protected].
7. Merchant-First Where Appropriate
For certain card or merchant purchase cases, it may be appropriate to ask the merchant first to process a refund or resolve the issue, particularly for cancellations, returns or commercial dissatisfaction.
This step will not be required where law, network rules or the applicable procedure provide a different direct right or where doing so could prejudice a legal deadline.
8. No Waiver of Rights
Nothing in this Procedure is intended to waive mandatory user rights. Network, issuer or partner rules do not remove rights granted directly by law.
A commercial chargeback mechanism should not be confused with a separate legal claim where both may coexist.
9. Merchant Refunds
When a merchant initiates a refund, the credit may pass through pending states before being effectively credited.
Timing depends on the merchant, acquirer, issuer, network, partner, currency and settlement.
Bliim should not display a pending refund as finally available where the production architecture does not support that treatment.
10. Partial Refunds
A merchant refund may be full or partial. Where a partial refund is issued, the remaining amount of the original transaction continues to be subject to its own rights and conditions.
If a later dispute concerns the same transaction, amounts already refunded must be taken into account to prevent double recovery.
11. Reversals
A reversal may cancel or correct an authorization, hold or posting before or after certain processing stages. Its effect depends on the applicable rail and provider.
A technical reversal does not necessarily constitute a legal liability determination or acceptance of a complaint.
12. Chargebacks and Disputes
Where a chargeback or dispute mechanism exists, the request may require reason-code classification, documentation, user evidence, merchant evidence, issuer review, network rules and compliance with applicable deadlines.
Acceptance of a dispute for investigation does not guarantee a favorable outcome.
13. Cards
For card transactions, rights and mechanisms may depend on the issuer, program manager, card network, merchant/acquirer, card type and applicable law.
Bliim does not hold itself out as the issuer or card network merely because it facilitates access to the procedure. The responsible entity must reflect the actual product architecture.
14. Provisional Credits
Certain procedures may provide a provisional or temporary credit while an investigation is completed. Such credit is not a final decision and may be adjusted only under the applicable procedure.
Where a provisional credit is provided, Bliim or the responsible entity should clearly communicate its temporary nature.
15. Goodwill Credits
A goodwill credit is a discretionary adjustment and does not necessarily constitute an admission of liability or replace mandatory user rights.
It should not be used to close a legal complaint that remains pending.
16. Duplicate Recovery
The user is not entitled to retain duplicate amounts recovered through a merchant refund, chargeback, reversal, provisional credit or another remedy for the same loss, unless applicable law requires otherwise.
Where duplicate recovery occurs, an appropriate adjustment may be made with proper evidence and communication.
17. Evidence
Depending on the case, Bliim may request a receipt, transaction ID, merchant communication, cancellation or return evidence, delivery information, screenshots or other reasonably relevant documentation.
Bliim will not request seed phrases, private keys, passwords, OTPs, full PINs or full card credentials.
18. Fees and Costs
A dispute or chargeback fee may apply only where legally permitted, contractually provided and clearly disclosed for the applicable route.
No invented or unapproved fee will be charged to discourage the exercise of rights.
19. FX and Currency Differences
For transactions involving currency conversion, a refund may differ from the original debit because of exchange rates, timing, merchant, issuer, network or partner rules.
Where a difference results from a fee, spread or FX applied by Bliim or a partner, it will be treated under the applicable terms and disclosures.
20. United States
In the United States, certain transactions may be subject to specific billing-error, cardholder-claim, unauthorized-use, electronic-fund-transfer or remittance-transfer rules. The specific procedure depends on the nature of the product, responsible entity and applicable legal regime.
Bliim does not automatically hold itself out as a creditor, issuer, financial institution or remittance transfer provider merely because it processes a request.
21. Spain and the EEA
In Spain and the EEA, certain payments may be subject to refund rights, unauthorized-payment protections or defective-execution remedies under the regime applicable to the responsible payment service provider.
Bliim does not automatically hold itself out as a PSP, credit institution or CASP merely because it integrates a service provided by a third party.
22. Colombia
In Colombia, certain e-commerce payments may be subject to the statutory payment-reversal mechanism where its requirements are met. Other financial or card products may be subject to specific rules of the responsible entity.
Bliim does not hold itself out as supervised by the Colombian Financial Superintendence merely because it integrates with a supervised partner.
23. Mexico
In Mexico, refund, clarification, objection or dispute rights depend on the institution, product, rail and applicable regime. Where relevant, procedures of the responsible financial institution and competent external mechanisms may apply.
Bliim does not automatically hold itself out as a Financial Institution or ITF merely because it receives a request.
24. Brazil
In Brazil, refund, dispute, chargeback, estorno, Pix return or other remedies depend on the product, responsible provider, rail and applicable law.
Where a transaction uses Pix, the existence of ordinary return mechanisms or anti-fraud procedures within the Pix ecosystem does not mean that Bliim is a Pix participant or can directly execute those mechanisms. Handling will fall to the relevant participating institution or responsible partner where applicable.
For cards or other payment methods, rights and deadlines depend on the issuer, acquirer, network, provider and applicable consumer-protection rules.
25. Wallet, Stablecoins and On-Chain
Blockchain transfers generally do not have a native chargeback mechanism equivalent to card chargebacks. Once applicable finality is reached, there may be no technical ability to reverse the transaction.
A partner or custodian may perform recovery or adjustment only where technically and legally possible and under its applicable terms.
26. Cross-Border and Transfers
A cross-border transfer may involve banks, payment providers, FX providers, stablecoins or other intermediaries.
Refund, recall, cancellation or reversal depends on processing status and rights applicable to each stage.
Receipt of a request does not guarantee that an already executed transfer can be recovered.
27. Virtual or Local Account Details
Funds received through virtual or local account details may be subject to return, recall, rejection or reversal rules of the relevant bank or rail.
Local account details do not by themselves create a general chargeback right.
28. P2P
P2P transfers may be subject to rules different from card purchases. A disagreement between sender and recipient does not automatically create a chargeback right.
Fraud, error or unauthorized transaction issues will be assessed under the appropriate procedure.
29. Communications
Bliim will seek to inform the user about case status, additional information required, any provisional credit where applicable, the final outcome and the applicable remedy or handoff.
Communications should not promise an outcome before the review has concluded.
30. Decision and Closure
A case will be treated as closed only when the decision, communications, posting or adjustment and necessary reconciliation have been completed, as applicable.
Where an external or partner route is available, it may be identified to the user where appropriate.
31. Fraud, Abuse and Confidentiality
Bliim may take reasonable measures in response to fraudulent requests, evidence manipulation, friendly fraud, intentional duplicate recovery or process abuse.
Bliim may also limit information disclosed where necessary for security, AML, sanctions, fraud, legal obligations or to avoid facilitating evasion of controls.
32. Retention and Traceability
Bliim may retain reasonable records of the request, communications, evidence, decision, credits, reversals, chargebacks, postings and reconciliation for the period required or permitted by law and applicable policies.
33. Updates and Conditional Activation
This document is ready for publication as a general framework. The actual availability of a chargeback, specific deadline, fee, credit timing or issuer/network procedure will apply only when the relevant Product × Country × Partner route has been confirmed and implemented.
Product-specific references in the app must remain aligned with the current terms of the applicable partner, issuer or network.
34. Contact
Refund, reversal or dispute requests: [email protected].
Legal questions or legal escalation: [email protected].