BLUSVN® Refund and Cancellation Policy

Quick reference — what is refunded

1. Order Statuses

BLUSVN connects you with an independent Delivery Partner (a BLUPal or BLUPal+) who purchases the bottled water you ordered from the Retailer you selected, on your behalf, and delivers it. What you can cancel, and what you get back, depends on the status of your order, which is shown in the “Manage Orders” section of the app and site:

• Initialized — you have confirmed the order and it is being offered to Delivery Partners.
• Accepted — a Delivery Partner has accepted your order and is purchasing your Products at the Retailer.
• On The Way — the Delivery Partner is in transit to your delivery address and you can see their location in the app.
• Delivered — delivery is complete under Section 8 of the Terms.
• Canceled — the order was canceled by you or by BLUSVN under this Policy.

2. What Your Order Total Includes

Every order total is itemized before you confirm it and consists of: (a) the Product cost at the Retailer’s shelf price, with no markup; (b) applicable sales tax, bottle deposits, and other regulatory fees; (c) the delivery fee for the option you chose (BLU or ULTRA); (d) for ULTRA orders, the ULTRA premium; (e) the platform fee; and (f) any optional tip. Each of these components is treated differently on cancellation, as set out in Sections 3 and 4.

The platform fee is the card processing fee charged by BLUSVN’s third-party payment processor. It is not revenue to BLUSVN and is not returned to BLUSVN when a charge is refunded. For that reason it is non-refundable when you cancel an order. It is refunded only when BLUSVN cancels an order under Section 4.1 or 4.3.

3. Cancellation by You

You may cancel an order only through the “Manage Orders” section of the app or site, and only while the “Cancel Order” button is available. Cancellations cannot be made by chat, email, or phone. The exact refund amount is shown on screen before you confirm, and once confirmed, a cancellation cannot be reversed.

3.1 Initialized — full refund less the platform fee

If you cancel while the order is Initialized, you will be refunded everything you paid except the platform fee. This includes the Product cost, taxes and regulatory fees, the delivery fee, the ULTRA premium, and any tip.

3.2 Accepted — Product cost refunded

A Delivery Partner has accepted your order and has committed their time to it. If you cancel at this stage, you will be refunded the Product cost and the taxes and regulatory fees on it. The delivery fee, the ULTRA premium (if any), the tip, and the platform fee are not refunded. The delivery fee and tip are paid to the Delivery Partner who accepted your order.

3.3 On The Way — no cancellation

Orders cannot be canceled once they are On The Way; the “Cancel Order” button is removed at that point. The delivery will be completed as described in Section 8 of the Terms and no refund is due. If something is wrong with the delivery once it arrives, Section 5 of this Policy applies.

3.4 Changing an order

Once an order is Initialized, the Retailer, brand, bottle size, case count, delivery option, and delivery address cannot be changed. To change any of these, cancel the order (subject to Sections 3.1 to 3.3) and place a new one. You may update your gate code, unit number, and delivery instructions from the order details while the order is in progress. Substitutions offered by your Delivery Partner because a Product is unavailable are handled under Section 4.2.

4. Cancellation by BLUSVN and Delivery Partner Non-Delivery

4.1 No Delivery Partner accepts your order

If no Delivery Partner accepts your order within three (3) days of the time it was Initialized, BLUSVN will automatically cancel the order and refund every charge in full, including the platform fee and any tip. You may also cancel yourself at any time while the order is Initialized under Section 3.1.

4.2 Products unavailable at the Retailer

If the Products you ordered are out of stock, your Delivery Partner will message you through in-app chat. You may (a) approve a substitute brand, size, or quantity offered in the app, in which case your order is adjusted to the substitute’s actual price; or (b) cancel the unavailable item or the whole order at no charge, with a full refund of every charge including the platform fee and any tip. If you do not respond within 10 minutes, the unavailable item is removed, and if no items remain the order is canceled by BLUSVN and refunded in full. Delivery Partners may not substitute Products without your in-app approval, and you are never charged for an unapproved substitution.

4.3 Platform, payment, or Retailer problems

If BLUSVN cancels your order because of a platform or payment error, because the Retailer is closed, or for any other reason not caused by you or your Delivery Partner, you will receive a full refund of every charge, including the platform fee and any tip.

4.4 Your Delivery Partner cancels or does not deliver

If the Delivery Partner who accepted your order cancels it, or does not deliver it, the order is returned to the Initialized status and offered to other Delivery Partners. Your rights are then the same as for any Initialized order: you may cancel at any time and receive a full refund less the platform fee under Section 3.1, or, if no other Delivery Partner accepts the order within the three-day period in Section 4.1, BLUSVN will cancel it and refund every charge in full, including the platform fee and any tip. You are never charged a delivery fee or tip for a Delivery Partner who did not complete your delivery.

4.5 Every order is deliverable

There is no such thing as an undeliverable order. If you are not available, your address is hard to reach, or, for an ULTRA order, no adult is present or the PIN is not provided, your Delivery Partner will message you in the app, wait up to 10 minutes, and then leave the Products at your door or the nearest safe exterior location, photograph them, and mark the order Delivered. No refund is due in that case, and the ULTRA premium is not refunded. You are responsible for providing an accurate address, unit number, gate code, and delivery instructions.

5. Problems With a Delivered Order

5.1 Report within 24 hours

Please inspect your order promptly. If Products are missing, damaged, leaking, or not what you ordered, report it through in-app Support or at cus.help@blusvn.com within 24 hours of the Delivered time, with your order number, a description of the problem, and photographs. Reports made after that period may be declined.

5.2 How verified issues are resolved

BLUSVN reviews the report against the Retailer receipt, the proof-of-delivery photograph or PIN confirmation, GPS and timestamp data, and in-app messages. Verified issues are resolved within 3 business days by, at BLUSVN’s option: (a) a refund for the missing or damaged items to your original payment method; (b) an Account Credit; or (c) a redelivery at no additional charge. If BLUSVN verifies that an order marked Delivered was in fact not delivered, the order is treated as a non-delivery under Section 4.4.

5.3 Price differences

You are charged the Retailer’s actual shelf price shown on the receipt in your order details, which may be higher or lower than the estimate shown at checkout. A difference between the estimate and the actual price is not a refund event. If you believe the receipt does not match the Products delivered, report it under Section 5.1.

5.4 Late delivery

Delivery windows are good-faith estimates, not guarantees. A delivery that arrives after the estimated window does not entitle you to a refund or credit, consistent with Section 6.2 of the Terms.

5.5 After delivery is complete

Delivery is complete, and risk of loss passes to you, when the proof-of-delivery photograph is uploaded (BLU, or an ULTRA order left at the door under Section 4.5) or the PIN is confirmed (ULTRA). BLUSVN and the Delivery Partner are not responsible for loss, theft, weather damage, or tampering after that point, and those events are not refundable.

5.6 Product quality and recalls

Products are sealed, shelf-stable goods purchased at retail. Product-quality complaints and recalls are governed by the manufacturer’s and Retailer’s policies; BLUSVN will help you identify the right contact but does not itself warrant the Products.

6. Tips

100% of every tip goes to the Delivery Partner who completes your delivery. A tip is refunded when you cancel while the order is Initialized (Section 3.1), when no Delivery Partner accepts your order (Section 4.1), when Products are unavailable and you cancel (Section 4.2), and when BLUSVN cancels for a platform, payment, or Retailer problem (Section 4.3). A tip on an order you cancel after it is Accepted is paid to the Delivery Partner who accepted it and is not refunded. Tips added after delivery are final.

7. Refund Method and Timing

7.1 Original payment method

Refunds are issued only to the payment method used for the order (card, Apple Pay, Google Pay, or Amazon Pay). BLUSVN cannot refund to a different card, by cash, or by bank transfer. This protects against fraud and is required by card-network rules.

7.2 Timing

BLUSVN submits card and wallet refunds within 3 business days of the cancellation or approved claim. Refunds typically appear in your account within 5 to 7 business days after submission, depending on your financial institution; some banks take up to 10 business days. If a refund has not appeared after that period, contact Support with your order number and BLUSVN will provide the refund reference (ARN) so your bank can locate it.

7.3 Authorization holds are not charges

When you place an order, a temporary authorization hold for the estimated total is placed on your payment method. If the order is canceled before it is charged, the hold is released rather than refunded. Holds are released by your financial institution on its own timeline, typically within 3 to 7 business days, and may appear as “pending” until then.

7.4 Account Credits

Any part of an order paid with Account Credits is returned to your Account Credit balance immediately on cancellation or approved claim. Any part paid by card or wallet is refunded under Section 7.1. Refund-based Account Credits do not expire; promotional Account Credits keep their original expiration date and terms.

7.5 Partial payments

For an order paid partly with Account Credits and partly by another method, refunds are applied first to restore the Account Credits used, and the balance is refunded to the original payment method.

8. Chargebacks and Payment Disputes

If you believe a charge is wrong, please contact BLUSVN Support first; most issues are resolved within 3 business days, faster than a bank dispute. If you file a chargeback with your bank for an order that was delivered, or for a refund BLUSVN has already issued, BLUSVN may provide the proof-of-delivery photograph or PIN record, the Retailer receipt, GPS data, and in-app messages to the card network, and may suspend your account until the dispute is resolved. Filing a chargeback while a BLUSVN refund for the same order is pending may result in a duplicate credit that BLUSVN is entitled to recover.

9. Refund Abuse

Refunds and Account Credits are provided in good faith. Consistent with Section 14 of the Terms, BLUSVN may decline a refund, revoke Account Credits, require photographic evidence for future claims, or suspend or terminate an account where it reasonably determines that a claim of non-delivery, missing items, or damage is false, that refunds are being requested at a rate inconsistent with ordinary use, or that Account Credits were obtained through multiple accounts or other fraud. Before declining a claim on this basis, BLUSVN will tell you why and give you an opportunity to provide additional information.

10. Unauthorized Charges

If you see a BLUSVN charge you did not authorize, contact Support immediately at cus.help@blusvn.com and change your password. BLUSVN will investigate and refund verified unauthorized charges in full, including the platform fee. You are responsible for orders placed by anyone you have allowed to use your account, including a minor using the account with a parent or guardian’s permission under Section 3.1 of the Terms.

11. Business and High-Volume Accounts

This Policy applies to business accounts unless BLUSVN has agreed to separate written terms for a high-volume or recurring account, in which case those terms control for cancellations and refunds.

12. Changes to This Policy

BLUSVN may update this Policy from time to time. Material changes will be posted in the app and on the site with a new “Last Updated” date and notified to you by email or in-app notice at least 14 days before they take effect. Changes do not apply to orders placed before the effective date; the Policy in effect when you placed an order governs that order.

13. Contact and Disputes

Questions, refund requests, and delivery problems: in-app Support or cus.help@blusvn.com. Written notices: BLUSVN LLC, Attn: Customer Support, 8 The Green, Suite B, Dover, Delaware 19901. For general questions about ordering and delivery, see our Help Center.

Any dispute about a refund or cancellation that cannot be resolved through Support is subject to Section 20 of the Terms (informal resolution, then individual arbitration or small-claims court), and Section 20.3(c) of the Terms preserves your right to complain to a federal, state, or local consumer-protection agency. California residents may contact the Complaint Assistance Unit of the California Department of Consumer Affairs as described in Section 24.8 of the Terms.