Refund policy

Last updated: February 27, 2026

This Refund Policy (the “Refund Policy”) is a legally valid regulation between You, as the visitor or user of this Platform (the “Client” or “You”), and INTERNATIONAL TEAL COMPANY PTE. LTD. (UEN – 202141852D) (the “Provider”).

By accessing and using the Platform and/or the Marketplace Services, you agree to this Refund Policy fully and unconditionally, without reservations or exceptions. If you do not accept the Refund Policy, you may not use the Platform.

The definitions from the Terms & Conditions (the “Terms”) shall apply to this Policy, unless otherwise provided for by this Refund Policy.

1. Scope

1.1. This Refund Policy sets out the process and conditions under which the Provider may process a refund to the Client in connection with the Marketplace Services and, where expressly stated, certain other products available via the Platform.

1.2. The Client acknowledges that the Provider acts solely as a marketplace operator and technical intermediary. The underlying Third-Party Services (including Connections, Active Numbers, delivery/routing and related network performance) are provided and performed by Third-Party Providers and external networks.

2. Refund Principles

2.1. Refunds are not automatic. Each request is reviewed on a case-by-case basis, subject to this Refund Policy, the Terms and any applicable Tariffs and Platform rules.

2.2. Any refund amount (if approved) is determined based on the available balance reflected in the Client’s Account at the time of review and decision, excluding non-refundable components and subject to any lawful set-off.

2.3. To the maximum extent permitted by applicable law, no refunds are provided for network outcomes, including (without limitation) non-delivery, delays, blocking, filtering, rejection, number not accepted, or other outcomes caused by third parties or external networks.

2.4. If the Client’s Account is automatically deleted under the Terms and/or the Data Retention Limitation Policy (including due to inactivity), any remaining balance is non-refundable.

3. Refund Request Procedure

3.1. To request a refund, the Client must submit a written request to the Provider using the support email at support@onlinesim.io.

3.2. The request must include, at minimum, the Client’s Account identifier, the reason for the request, and the payment details sufficient to identify the transaction.

3.3. The Provider reviews refund requests within 5 business days after receipt of a sufficiently detailed request (and any additional information reasonably requested by the Provider).

3.4. Where the reason for the request relates to an alleged failure or inability to use the Marketplace Services, the Provider may first offer reasonable troubleshooting steps or reasonable alternatives, where available.

3.5. The Provider may request additional information where necessary to prevent fraud, comply with law, comply with payment provider rules, or satisfy Third-Party Provider requirements. If the Client fails or refuses to provide requested information, the Provider may refuse or delay the refund request processing.

3.6. The Provider may refuse a refund request if the Provider reasonably suspects fraud, abuse, unlawful use, AML risk, or breach of the Terms. The Provider is not obliged to provide any explanations in case of such refund refusal.

4. Refund method and timing

4.1. If a refund is approved, it will be made to the original payment method used by the Client, unless this is not technically possible or is restricted by the payment provider rules, in which case the Provider may offer an alternative refund method.

4.2. Approved refunds are typically processed within 3–5 business days after the Provider’s approval decision. Actual crediting timelines may vary depending on banks and payment providers.

4.3. Any third-party fees (including payment processing fees, currency conversion fees, bank charges or similar) are non-refundable.

5. Miscellaneous

5.1. Nothing in this Refund Policy limits any rights that cannot be excluded or limited under applicable law. Where mandatory consumer protection rules apply, this Refund Policy shall be interpreted accordingly.

5.2. Only the English version of this Refund Policy has legal effect. Any translations are provided for convenience only.