Nuvlek
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Help Center

Payments, Subscriptions and Refunds

Effective 20/10/2026 · Version 1.0

Nuvlek is operated by G e Soluções e Eventos LTDA, CNPJ 46.647.904/0001-04, represented by Raphael das Neves Ferreira. Address: Rua Arthur Pelaio, 144 — Vila União — Bandeirantes/PR — CEP 86360-000 — Brasil. Support, safety and privacy: support@tioneves.com (suggested subject: “Safety” or “Privacy”). Data Protection Officer under LGPD article 41: Raphael das Neves Ferreira, contato@entexp.com.br.

Products and fixed prices

Optional Beacon monthly/annual includes uploads up to 500 MB, video/screen up to 1080p60 (hardware/network/permissions apply), profile decoration, cross-server emojis and 2 included Sparks while entitled. Free limits are 25 MB and 720p30. Spark levels 1/2/3 need 2/6/12 applied Sparks. Decorations/themes have fixed prices and clear previews. Gifts: Beacon for 1/3/12 months and decorations. No paid random rewards, boxes or draws. Items are service entitlements, not cash/investments.

Beacon monthly / annual: BRL 14.90 / 149.00 · USD 4.99 / 49.99 · EUR 4.99 / 49.99 · JPY 700 / 7000. Brazil uses BRL, euro area EUR, Japan JPY, elsewhere USD. Checkout shows currency, total, applicable taxes and renewal terms before payment; bank conversion fees may apply. Cards use Stripe; Brazilian Pix uses InfoPago. Delivery requires confirmed payment. Never send card data in chat.

Renewal, cancellation and gifts

Card Beacon automatically renews at the disclosed interval/price until canceled. Pix pays a fixed period and does not renew. Cancel anytime before the next charge in subscription settings; benefits last until the paid period ends. Cancellation itself is not a refund. Price changes are notified in advance with cancellation options and consent where required. Gifts are fixed-duration entitlements, not automatic charges to recipients. Check recipient/item before paying and contact support about errors or unclaimed gifts.

Refunds by country

Brazil: CDC article 49 gives seven days for withdrawal from distance purchases. An unused purchase requested in that period qualifies. Non-use is not a condition overriding statutory rights: if a benefit was used, ask for assessment rather than assuming loss of rights. EU: the usual withdrawal period is 14 days. Early supply of digital content not on a tangible medium can end withdrawal only with prior express consent, acknowledgment of loss and required confirmation; service subscriptions can have different proportional-payment rules. Consent is never preselected. UK/Japan: mandatory local rights remain; Japan has no general online-purchase cooling-off right, so consult disclosed cancellation conditions. Faulty delivery and unauthorized/duplicate charges are assessed separately and may require reimbursement outside ordinary windows.

Requests, minors and receipts

Use Help/payment tickets or support@tioneves.com with order ID, date, country and reason. Do not send passwords, full card numbers, security codes or documents. We verify and explain the result and timeline. Approved refunds return to the original method where possible, with bank/provider processing time. Incorrect charges are corrected after verification. Teen purchases require Family Center approval or obey blocking; guardians can report unauthorized purchases. Receipts are in purchase history.

Fixed-price catalog and payment methods

Spark levels 1/2/3 need 2/6/12 Sparks. Fixed prices, ordered BRL / USD / EUR / JPY:

No paid random rewards. Checkout displays taxes and the final total. Card subscriptions renew until canceled. Pix is Brazil-only, pays for a fixed 1-month/1-year period and never renews automatically; we notify you before expiry. Unclaimed or mistaken gifts can be reported to support.

Spending and minors

A teen can link a legal guardian through their own adult account or provide the guardian’s email. The email link opens a web page to approve or decline without creating an account. The guardian chooses purchases and a monthly limit, DMs, camera/screen/Go Live and quiet hours. A guardian account is optional for viewing activity summaries: new friends, conversation partners, servers and voice minutes, never message contents. The teen sees “Guardian supervision active”; supervision is never hidden. Purchases and server entry follow the guardian’s approvals.

Default monthly spending limits apply to everyone: BRL 500 / USD 100 / EUR 100 / JPY 15,000. Anyone can lower their own limit; only the guardian can raise a teen’s limit. Settings shows today’s and this week’s usage; an optional daily limit displays a break reminder. Teen camera, screen and Go Live publishing requires a linked guardian and permission, off by default. Every Go Live has Report stream. Mandatory privacy and 18+ restrictions cannot be disabled.

Nuvlek applies these guardian-link age thresholds in the EU/UK: 16: DE, NL, IE, LU, SK, HU, RO, HR, LT, MT, PL; 15: FR, CZ, GR, SI; 14: AT, BG, CY, ES, IT, FI, SE, EE, LV, PT; 13: BE, DK, UK. These are Nuvlek’s product thresholds, applied alongside GDPR article 8 and any stricter local requirement; the UK is listed separately from the EU. Where a local rule requires greater protection, that rule takes priority. In Japan, minimum age is 13 and a minor’s purchases require guardian consent under Civil Code article 5, through Family Center purchase controls.

Payment disputes

A chargeback suspends the paid benefit until the dispute is resolved. Contact support with the order reference for clarification; never send full payment credentials. Opening a dispute also cancels recurring card renewal. If the provider resolves it in our favor, a still-valid paid benefit can be restored without restarting the canceled subscription.

Verified guardian and teen confirmation

A legal guardian must be an adult verified by Stripe Identity with a document and selfie, whether approving with an account or an email link. Accepting a request alone does not activate supervision: the link stays awaiting verification, with the most restrictive controls, until verification is complete. The teen must also confirm who the guardian is before the link takes effect. A linking code has 12 characters, displayed as XXXX-XXXX-XXXX, valid for 24 hours. Nuvlek keeps only the verification result (yes/no), date and birth year, not the document, selfie or full birthdate from the check. Never send identity documents to support. A return URL or message saying the browser returned from Stripe is not proof of verification.

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Commercial disclosure

Official references

For users in Brazil, Portuguese controls if translations differ; elsewhere English controls, subject to mandatory local rights.