Service level agreement

This agreement sets out what MYLVEN LTD, operating mylven.com, commits to for every customer. It sits alongside our terms and refund policy; where it promises more, it applies.

1. Code delivery

• A code released by our distributor is placed on your order slip, and e-mailed to you, as soon as it is released.
• If a code has not been released within 24 hours of your order, you may ask us to cancel that piece and its full price returns to your balance. If a code cannot be supplied at all, we return the price to your balance without being asked.

2. Faulty codes

• We acknowledge a report of a faulty code within one business day.
• Once a fault is confirmed, we replace the code or refund its price to your balance within two business days.

3. Balance and top-ups

• A card top-up is credited as soon as the payment provider confirms it as completed.
• A request to refund unspent balance is processed within five business days; your bank then needs its own time to show it.
• Every credited top-up has an invoice available in your account.

4. Support

• Messages sent through the contact form or to [email protected] receive a first reply within one business day.
• If you ask for a decision to be looked at again, a second person reviews it within two business days.

5. The shop itself

We aim to keep mylven.com available at all times. Planned maintenance is kept short and, where possible, scheduled outside European daytime hours. Your balance, slips and codes are kept safe during any interruption.

6. If we miss a commitment

Tell us. We will explain what happened and put it right; where a delay has cost you the use of a code you paid for, you may choose a refund to your balance instead of waiting.