LRO Refund Policy

Effective date: 2026-04-23 · Last updated: 2026-04-23

1. General

1.1. This Refund Policy (the «Policy») sets out the conditions and procedure for refunds of amounts paid by the User for services of the LRO (Link for Remote Operations) service (the «Service»), operated by Sole Proprietor LINKRO (the «Operator», «we»).

1.2. The Policy forms an integral part of the Terms of Service and elaborates their provisions on refunds.

1.3. All payments under the Service are processed through Paddle.com Market Ltd («Paddle»), acting as Merchant of Record. Refunds are issued through Paddle to the same payment instrument used to make the payment.

1.4. All amounts are denominated in US dollars (USD). The actual refund amount in the currency of the User's payment instrument is calculated by Paddle at the exchange rate on the date of refund and may differ slightly from the original payment amount.

2. Types of purchases

The Service offers three types of paid items:

• Subscription (Plan) — activation of an Agent for a fixed term with an included traffic allowance.
• Traffic Package — a one-time top-up of a specific Agent's traffic.
• Coin Package — a top-up of the User's or Organization's internal balance.

Each type has its own refund conditions (see section 3).

3. Refund conditions

3.1. Cooling-off period: 14 days

The User may request a full refund within 14 calendar days of payment, provided the service has not been substantially consumed. «Consumption» means:

3.2. Refund of a subscription after use

• Not granted if the Agent was activated and/or traffic passed through it.
• Exception: a documented failure on the Service side that prevented use of the subscription (in such cases the refund is calculated pro rata for the unused period).

3.3. Refund of a traffic package

• Available within 14 days if the package was purchased manually but not applied to an Agent, or applied but used at less than 1%.
• Packages purchased automatically as part of the auto-top-up feature are non-refundable, because their application to the Agent happens simultaneously with the purchase.

3.4. Refund of a coin package

• Available if no debits for subscriptions, traffic packages, or other services have been made against the topped-up balance.
• Partial refund of coins after debits is not granted.
• Any remaining coin balance after account deletion is not refundable in cash, except in the cases set out in clause 3.1.

3.5. Cancellation of auto-renew

• Disabling subscription auto-renew or traffic auto-top-up is not a refund request.
• Disabling stops future charges but does not reverse already-completed payments.

4. What is not refundable

A refund is not granted in the following cases:

• the service has been substantially consumed (see clause 3.1);
• the account was blocked by the Operator for breach of the Terms of Service (in particular clause 5.3 of the Terms — prohibited use);
• the refund request was submitted more than 14 days after payment, except in cases expressly provided for by applicable consumer-protection law;
• the User made the purchase by impersonating or acting on behalf of another person without proper authority.

5. How to request a refund

5.1. A refund request is sent to info@lro.link with:

• the account email address;
• the Paddle transaction identifier (from the Paddle receipt email) or the date and amount of the payment;
• the type of purchased service (subscription / traffic package / coin package);
• the reason for the refund.

5.2. The request may also be submitted through the Paddle interface, using the link in the receipt email.

5.3. The Operator may request additional evidence if necessary to verify the circumstances.

6. Processing times

6.1. The Operator reviews the request within 5 business days of receipt and sends the decision to the User at the email address provided in the request.

6.2. If the decision is positive, the refund is issued through Paddle within up to 10 business days of the decision.

6.3. The time it takes for funds to reach the User's payment instrument depends on the User's bank and payment system and may take an additional 5–14 business days.

6.4. If the refund is declined, the Operator states the basis for the decline with reference to the relevant clause of the Policy or the Terms of Service.

7. Exceptional circumstances

7.1. In the event of a full discontinuation of the Service, the Operator refunds Users a pro rata portion of payments for unused periods of active subscriptions and the unused coin balance. The refund procedure and timeline are published at https://lro.link at least 30 days before the Service is discontinued.

7.2. In the event of substantiated technical failures that prevented use of the Service for more than 24 consecutive hours, the Operator, on the User's request, provides proportional compensation by extending the subscription term or crediting coins to the balance. A cash refund is granted at the Operator's discretion.

8. Disputes and complaints

8.1. If the User disagrees with a decision on a refund request, they may:

• send a complaint to info@lro.link with a detailed statement of the grounds. Response time — 30 days.
• contact Paddle directly through the payment system interface — as Merchant of Record, Paddle handles disputes under its own rules (paddle.com/legal/checkout-buyer-terms).
• contact the competent consumer-protection authority in their jurisdiction.

8.2. This Policy does not limit the User's rights guaranteed by mandatory rules of applicable consumer-protection law.

9. Changes to the Policy

9.1. The Operator may amend the Policy. The current version is published at https://lro.link/refund/en with the date of update.

9.2. Changes take effect no earlier than 14 days after publication and do not apply to purchases made before the changes took effect.

10. Contacts

• Operator: Sole Proprietor LINKRO
• Registered address: 050000, Republic of Kazakhstan, Almaty, Baiseitova str. 11/13 — 4
• Tax ID (IIN): 780508302277
• Email: info@lro.link
• Website: https://lro.link