CloudPhoneBase · Customer information
Refunds & cancellations
If something has gone wrong with an order or payment, start with its reference. The information below helps us understand and investigate your request.
Before you purchase
Check the selected product, cloud device allowance or physical phone quantity, monthly total, app requirements, and activation arrangements before paying. If you need a specific Android feature, delivery date, or app workflow, contact support first. A plan purchase records an order and does not provide device access unless manual fulfilment is completed; it also does not include third-party subscriptions or guarantee an external account outcome.
How to request a review
Send a support request with your account email, order reference, payment reference and a clear description of what happened. For a transfer issue, include the transaction hash, asset, network, amount and time sent. Explain whether you are requesting help, cancellation or a refund. Never include a seed phrase or private key.
An order without a device
Payment verification records the order but does not create or deliver a cloudphone automatically. If your payment is confirmed, include both the order and payment references in a support request for the current manual fulfilment route. Do not place a duplicate order to try to create a device. The payment and available fulfilment records will be reviewed before the next action is determined.
Duplicate, short or late payments
A second transfer, an amount below the request or a transfer after quote expiry may not be matched automatically. Ask for a payment review rather than sending more funds without instructions. Sending on a different network or to an incorrect address can prevent recovery; recovery cannot be promised simply because the transfer is visible in a wallet.
Refund handling
A request is reviewed against the order, actual service delivery, payment records and applicable rights. A refund is not confirmed until you receive an explicit decision for that order. Blockchain transfers cannot be reversed through the original transaction; an approved crypto refund requires a separate transfer and verification of its destination and network. Any applicable conversion or transfer costs must be explained as part of that process.
Stopping your subscription
If you do not want another service period, contact support before renewal is due and check the dates recorded in your account. Ask about retrieving cloudphone data before access ends. Closing a browser tab or removing an app does not cancel an order, delete an account or create a refund request.
Wallet balance and your rights
Unused wallet funds and a paid cloudphone order are different records. State which you are asking about when you contact support. This policy does not remove statutory rights that apply to your purchase. If information is missing from your order or you are unsure which process to use, choose Payment or order on the contact form.