Cancellation and Refund Policy

Last updated: .............

1. Trader information

This Cancellation and Refund Policy applies to services offered under the trade name iTNet.

Trader:
iTNet, a sole proprietorship registered in the Netherlands

Business address:
Molukkenstraat 192 A
9715NZ Groningen
Netherlands

KvK number:
42010262

VAT ID:
495329630B01

Primary contact email:
info@itnet247.nl

Support phone:
+31623531735

Office phone:
+31203693050

For legal identification purposes only, iTNet is operated as a Dutch sole proprietorship by Atefeh Salmanisabeq.

2. Scope of this Policy

This Policy applies to prepaid calling products, calling credit, voice allowances, minute-based products, VPN access services, account-based digital services, activation requests, account orders, billing corrections, service review, refund requests, cancellation requests, and related account or payment matters.

This Policy must be read together with the iTNet Terms and Conditions, the public pricing pages, the relevant product description, and any checkout, invoice, order confirmation, or activation confirmation shown to the customer.

Where mandatory law gives a customer rights that are more favorable than this Policy, those mandatory rights apply only to the extent required by law.

3. General principles

iTNet supplies digital communication and connectivity services that may be activated immediately, provisioned electronically, or made available shortly after payment.

Because of the digital, account-based, and activation-driven nature of these services, the appropriate remedy for a complaint, failed activation, or service issue will not automatically be a cash refund.

Where appropriate and subject to applicable law, iTNet may determine whether the suitable remedy is:

- technical correction
- account correction
- reactivation
- replacement service
- replacement credit
- service credit
- credit note
- partial refund
- full refund
- no refund where the service was validly activated, provisioned, made available, or used

4. Before activation or before performance starts

If a paid order has not yet been activated, provisioned, credited, enabled, or otherwise made available, iTNet may review the order and, where appropriate, cancel it and issue an eligible correction, credit, or refund.

An order will not be treated as unactivated merely because the customer has not yet logged in, configured the device, used the service, selected a destination, or completed customer-side setup, if iTNet has already provisioned the product or made it available in the account.

If an order remains pending because of missing payment confirmation, missing verification, destination restrictions, supplier restrictions, technical limitations, account review, or legal or compliance checks, iTNet may keep the order on hold, request additional information, cancel the order, or issue a suitable correction in accordance with this Policy.

5. Immediate performance and withdrawal-related status

Digital services may begin performance immediately or shortly after payment.

Where the checkout, order flow, activation flow, or account interface asks the customer to request immediate activation, immediate delivery, immediate provisioning, or immediate start of a digital service, iTNet may start performance as soon as payment is confirmed and activation is technically or operationally possible.

Where applicable law requires express consent to immediate performance during a withdrawal period and acknowledgment of the consequences for cancellation or withdrawal rights, iTNet may rely on the customer's tick-boxes, button clicks, order confirmations, activation requests, electronic acknowledgments, and system records for that purpose.

Once a digital service, calling product, calling credit, voice allowance, VPN service, or similar account-based product has been activated, credited, provisioned, enabled, or otherwise made available, cancellation and refund rights may be reduced, limited, or unavailable to the maximum extent permitted by applicable law.

6. After activation, provisioning, or crediting

Once a service has started, a product has been activated, credit has been added to an account, a voice allowance has been assigned, a minute-based product has been enabled, or a VPN entitlement has been provisioned, iTNet may treat the product as delivered or partly delivered even if the customer has not fully used it.

After activation, iTNet may reject a request for cancellation or refund where:

- the product was correctly ordered
- payment was validly received
- the product was correctly activated or provisioned
- the service was made available in the account or customer interface
- the product has been partly or fully used
- the customer did not complete required setup steps on time
- the issue arises from customer device, network, destination choice, account misuse, or circumstances outside iTNet's reasonable control

Unused calling credit, unused voice allowance, unused minutes, or unused access time may expire if the relevant product page, pricing page, account interface, order confirmation, or activation confirmation states a validity period, activation period, or usage window.

Calling credit, service credit, voice allowance, promotional credit, and account-based entitlements have no cash value, are non-transferable, and are not redeemable for money except where required by mandatory law or expressly stated otherwise by iTNet in writing.

7. Destination availability, routing limits, and service restrictions

A customer is not entitled to a refund merely because a preferred destination, route, number type, provider path, timing window, or service condition is unavailable, restricted, blocked, degraded, rerouted, delayed, or subject to different charging logic, where such outcome results from legal restrictions, routing conditions, destination limitations, supplier restrictions, network conditions, abuse-prevention controls, technical conditions, or service eligibility rules.

Special, premium-rate, non-geographic, satellite, high-cost, high-risk, unsupported, blocked, or operationally restricted destinations may be excluded, limited, or treated differently for activation, charging, or continued service.

Where a voice product is described by reference to minutes, a voice allowance, estimated duration, or a number of calls, that description is limited to the eligible scope of that product and does not mean that every destination, every number type, or every route will consume the product in the same way.

A refund will not be due solely because actual usage, charging logic, allowance consumption, route selection, call quality, latency, or destination reachability differed from the customer's general expectation, unless iTNet determines that a billing error, activation error, or material service error occurred.

8. Service eligibility and review-based cancellation

If iTNet determines, before or after payment, that a product cannot be activated, lawfully delivered, technically supported, or operationally maintained for the account, destination, connection location, payment route, device context, or legal/compliance profile involved, iTNet may:

- cancel the order
- refuse activation
- reverse activation where activation cannot be validly completed
- block the affected destination or service scope
- issue an alternative correction, service credit, partial refund, or full refund where appropriate

Eligibility review may include payment review, fraud checks, account verification, location review, routing review, destination review, security review, supplier restrictions, sanctions screening, and technical feasibility review.

iTNet may refuse to disclose detailed internal review rules, fraud indicators, supplier logic, routing criteria, or operational thresholds where withholding that information is reasonably necessary for abuse prevention, service integrity, legal compliance, or security.

9. Billing errors, technical errors, and duplicate payment

If iTNet identifies a billing error, charging error, activation error, duplicate payment, duplicate order, failed provisioning event, or other verifiable technical issue, iTNet may decide the appropriate remedy.

The remedy may include:

- account correction
- replacement activation
- replacement product
- service credit
- credit note
- partial refund
- full refund

If the issue affects only part of the service, part of the order, part of the claimed destination scope, or part of the charged amount, iTNet may issue a proportionate correction instead of a full reversal.

10. Fraud, chargebacks, abuse, and payment disputes

If a transaction, account, usage pattern, destination pattern, connection profile, or payment event appears suspicious, high-risk, abusive, inconsistent, or linked to chargeback risk, iTNet may delay activation, suspend service, reverse access, block destinations, hold a refund request, or refuse a requested refund pending review.

Where a payment is reversed, disputed, charged back, recalled, or otherwise challenged, iTNet may suspend or terminate the affected account or service and may set off any outstanding amounts, consumed services, or operational losses to the extent permitted by law.

A customer whose account is restricted because of fraud review, abuse review, chargeback review, or security review is not automatically entitled to a refund, compensation, or continued access during the review period.

11. Non-cash remedies and company discretion

Where a complaint is accepted, iTNet may choose the form of remedy that is proportionate and operationally appropriate, subject to applicable law.

iTNet may prefer non-cash remedies such as technical correction, replacement access, replacement activation, service credit, or credit note where the issue can reasonably be resolved that way.

A goodwill gesture, courtesy credit, one-time exception, or discretionary adjustment does not create any precedent, any continuing right, or any obligation for iTNet to resolve future cases in the same way.

12. Complaint and refund request procedure

Requests for cancellation, refund, billing review, or service review must be submitted using the public contact details published on the iTNet website.

Primary contact:
info@itnet247.nl

The request should include, where relevant:

- account identifier
- order number or payment reference
- payment date
- product name
- destination details
- timestamps
- screenshots
- error message
- explanation of the issue
- any other information reasonably required by iTNet for review

iTNet may place a request on hold until sufficient supporting information is received.

Delayed reporting may reduce iTNet's ability to verify payment records, routing logs, activation records, supplier messages, account state, or technical conditions at the relevant time, and may therefore affect the available remedy.

13. Company records and evidentiary basis

In assessing cancellation requests, refund requests, billing disputes, and service complaints, iTNet may rely on its own operational records, including:

- payment records
- invoices
- order confirmations
- account records
- activation records
- billing records
- traffic or communication metadata
- technical logs
- routing logs
- supplier messages
- connection records
- fraud-screening results
- account-interface records
- support records

These records may be treated as the primary basis for determining whether a service was ordered, activated, provisioned, delivered, restricted, billed, or affected by technical, legal, or operational limitations.

Nothing in this Policy removes any mandatory evidentiary rights a customer may have under applicable law, but iTNet's records may be treated as authoritative unless materially contradicted.

14. Timing of review and payout timing

iTNet will review requests within a commercially reasonable period, taking into account the complexity of the case, the need for technical verification, payment verification, supplier input, fraud review, and legal or operational constraints.

Where a refund is approved, iTNet may process it through the original payment route or another lawful method selected by iTNet, within a commercially reasonable period after approval.

Processing times may depend on banking systems, payment providers, card schemes, technical verification, and the status of the original payment route.

15. Limitation of refund scope

A customer is not entitled to recover more than the directly affected amount actually paid for the directly affected product or order, except where mandatory law requires otherwise.

iTNet is not responsible for indirect, consequential, opportunity, expectation, reputational, business, travel, telecom, or third-party costs allegedly arising from a disputed order, destination restriction, route issue, service delay, or service unavailability, to the maximum extent permitted by law.

16. Mandatory rights

Nothing in this Policy excludes or limits any cancellation, withdrawal, refund, or consumer protection right that cannot lawfully be excluded or limited under applicable mandatory law.

If a clause in this Policy is found invalid, unenforceable, or inapplicable, the remainder of the Policy remains in effect and shall be interpreted as closely as possible to the original commercial intent of this Policy.