Refund Policy

Refund & Satisfaction Guarantee

At LAINA INTELLIGENT (HK) LIMITED, we are committed to providing reliable global connectivity. We understand that IoT deployments can be complex, and we stand by the quality of our network with a transparent refund policy.

1. Eligibility for Refund

You are entitled to a refund request under the following circumstances:

  • Technical Incompatibility: If your device is unable to establish a connection due to network compatibility or carrier restrictions, and our technical team cannot resolve it within 72 hours.
  • Duplicate Purchase: If you accidentally purchased the same data plan twice for the same ICCID within 24 hours.
  • Service Outage: If a documented global or regional network outage prevents your devices from connecting for an extended period.
  • Non-Activated Plans: If you purchased a data plan but have not activated it (zero data usage) and request a refund within 14 days of purchase.

2. Non-Refundable Conditions

To ensure the sustainability of our global infrastructure, refunds cannot be issued in the following cases:

  • Used Data: Once the data plan has been activated and data consumption has started (unless there is a verified network fault).
  • Hardware Failure: Issues caused by the user’s hardware, firmware, or incorrect APN configuration that are unrelated to LAINA's connectivity services.
  • Expired Plans: Data plans that have reached their expiration date or consumed their data limit.
  • Third-party Fees: Any transaction fees charged by your bank or payment processor during the purchase.

3. The Refund Process

We aim to make the process as seamless as possible:

1. Submit Request: Contact our support team at support@lnaiot.com with your ICCID and a brief description of the issue.

2. Technical Review:For connectivity issues, our engineers will review the logs of your ICCID to verify the network status.

3. Approval: 3.Once approved, the refund will be processed back to your original payment method (Visa, Mastercard, PayPal, etc.).

4. Processing Time

  • Approval Time: We typically review and approve refund requests within 2-3 business days.
  • Credit Reflection: Depending on your financial institution, it may take 5-10 business days for the funds to appear in your account.

5. Fair Usage & Discretion

LNA IOT reserves the right to refuse refund requests that show signs of fraudulent activity or abuse of our systems. Our goal is always to achieve "Service Achieves Customers" , and we will always strive to find a fair solution for genuine connectivity challenges.

This Refund Policy is issued by:

Company: LAINA INTELLIGENT (HK) LIMITED

Address: Room602,6th·floor, KAI YUE.Commercial Building, Argyle Street, Mong Kok,Hong Kong