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ETSIN FLO NAOERO — Refund Policy

Last updated: 17 June 2026

This Refund Policy explains when refunds may be issued and how to request one.

1. General Principle

Because electricity tokens are loaded directly onto a physical meter and cannot be retrieved once delivered, refunds are only available in the specific situations described below.

2. Underpayment — Cancelled Order

If you pay less than the amount due and the order is cancelled (either by you or because the balance window expires), the amount we received will be refunded. Refunds will be processed as soon as reasonably practicable following verification.

3. Overpayment

If you pay more than the amount due, your token will be delivered as normal, and the overpaid amount will be refunded or credited to your account. Refunds will be processed as soon as reasonably practicable following verification.

4. Duplicate Payments

If you accidentally pay for the same order more than once, the duplicated amount will be refunded after verification. Refunds will be processed as soon as reasonably practicable following verification.

5. Incorrect Meter Number

It is the customer's responsibility to enter the correct meter number. Tokens delivered to the meter number you provided are not refundable, even if the meter number was entered in error.

6. Service Failures

If we are unable to deliver a token after payment has been verified and the issue is not resolved within a reasonable period, you may request a full refund. Refunds will be processed as soon as reasonably practicable following verification.

7. How to Request a Refund

  • Contact an ETSIN FLO NAOERO representative through the in-app support channels.
  • Provide your order reference, meter number, and any supporting evidence (receipts, screenshots).

8. Response Time

An ETSIN FLO NAOERO representative will acknowledge your request as soon as reasonably practicable and will keep you informed during verification.

9. Changes to This Policy

We may update this Policy from time to time. Material changes will be communicated through the app.

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