Terms of Use & Refund Policy

These Terms of Use & Refund Policy for iSocket e-Store (the "Terms") are in addition to our Privacy Policy, which applies to all web sites, web shops, apps and other web resources owned by the company iSocket Systems Ltd., Business-ID 2579967-2 ("iSocket Systems") around the world (collectively, the websites or resources). By using these resources you agree to these Terms. If you do not agree, please do not use the websites and do not submit any forms. These Terms are subject to change without notice.

1. Countries covered by iSocket e-Store and taxes

iSocket e-Store is administered by iSocket Systems. Products are offered to companies and private persons in several countries in the world in the European Union and outside of the European Union. Products are offered for personal use only even if purchased by a company.

The European Union and VAT

Shipments to the countries of the European Union do not need customs clearance by the buyer. Prices for these countries are in Euros (€) and/or other local currencies and include Value Added Tax (VAT) at 24%. If you provide a valid VAT registration number the product can be supplied free of VAT.

Outside The European Union and custom clearance

Shipments to the countries that are not members of The European Union need to be cleared through customs by the buyer. Since product is shipped from Finland outside Europe Union you will enjoy VAT 0% prices (tax-free sales outside EU). However when you import products to your country you may be required to pay duties and taxes. This process is called customs clearance. Customs clearance is the sole responsibility of the buyer. Each country has their own rules. In some countries there is a rule that a certain amount can be imported without paying any duties and taxes. If this is the case in your country, you will enjoy VAT 0% prices without extra payments. iSocket Systems is not responsible for any problems which may occur during custom clearance. We include a Proforma Invoice or Commercial Invoice for custom clearance purposes with each order. We do not change the values on these documents! Note, we cannot offer any other documents (e.g. EUR.1 or similar forms) with regular shipments. These documents, however, can be requested for additional fee - contact us before place your order. Shipping companies will be happy to help you with customs clearance for a possible fee if you should require this. Prices for these countries are in USD ($) and/or other local currencies and exclude Value Added Tax (VAT).

Restricted countries

Some countries (or states/provinces) may not be listed due to distribution restrictions or due to restriction on shipment to these countries from our couriers or because we cannot provide a suitable connectivity service in such countries.

2. Processing the order

The iSocket e-Store concept is 'easy ordering in just two steps!'. You don't need to go through a long process of registration. Due to this fact, if you need to make changes in the order you must contact us. Not all the information on the order is possible to change after we have begun to process it. In some cases you need to make a new order. But you will get the chance to check all the information on the second step to avoid making mistakes before you go to the payment.

Guarantee of Product availability (for back-orders and pre-orders read sections "Back-orders" and "Pre-ordering")

We guarantee that the product is available from stock if you see it on the initial page of the order. During the order the product may become out of stock due to prior sale, (which someone else has bought during your processing time). We only reserve product for confirmed orders. A confirmed order is an order that is fully paid for. We will inform you before checkout if the product is no longer in stock. We will also inform you if the product is no longer in stock after checkout. You will be able to cancel the order and get a refund if the product is out of stock in these situations, or you can keep the order active for when we get fresh product.

3. Methods of payment

Products and their postage are paid in conjunction with the order. Payment terms vary from one iSocket e-store to another.

Payments by credit or debit cards in any currency (0% commission)

You may pay in your local currency in most of our e-stores. If you would like to pay by cards, BlueSnap acts as a collecting payment service provider and is an authorized Payment Institution. BlueSnap will forward the payment to iSocket Systems. iSocket Systems do not guarantee that your card will be accepted by BlueSnap.


The product cost is different when it is shipped to different countries because of taxes (see "Countries covered by iSocket e-Store and taxes" section) or other factors. We will ship your product only if the country selected in our e-Store matches with the country on your PayPal account. If your PayPal address is in a different country you must change it in our e-Store first. Your basket will be emptied and you need to place your order again. We will ship to your PayPal confirmed address only. Payment will be done without conversion at our side in selected currency. Conversion may occur on your account if you pay in another currency. This payment method is not available for pre-orders and might not be available for some countries.

Proforma invoice in EUR, SEPA (0% commission)

Payment against proforma invoice in Euros to the bank account of iSocket Systems can be done directly from your bank account. You should use the SEPA method of payment. The proforma invoice will be issued after we have reviewed the order manually. You must use the reference number provided and insert it when you pay the order. Using another method of payment than SEPA and not using of reference number will cause a delay in processing of your order and may be subject to an additional fee. This payment method available only for EUR payments.

VAT 0% proforma invoice in EUR, SEPA (0% commission, no handling fee)

We can issue a 0% VAT proforma invoice in EUR if you have a valid VAT number. The proforma invoice will be issued after we have reviewed the order manually. You should provide this VAT number when order products and verify it BEFORE checkout. We offer VAT 0% prices immediately on our websites once the valid VAT number is provided and verified BEFORE check out process. If the valid VAT number is not provided we must include Finnish VAT according to legislation. We cannot modify VAT invoice once VAT is reported to Finnish tax office. You can claim it from your local tax office then. If VAT is not yet reported we can request our accountant company to modify, recalculate and process with a partial refund via the original payment gateway - this will cost 20 EUR and will be reduce from the amount of refund. This payment method available only for EUR payments.

Proforma invoice in USD or other local currency, SWIFT (with a bank commission fee)

Payment against proforma invoice in USD or other local currency to the bank account of iSocket Systems can be done directly from your bank account (SWIFT transfer). The proforma invoice will be issued after we have reviewed the order manually. A bank commission fee will be added to the value of the ordered products - you will see this commission during checkout.

Wholesale order and terms of use of coupons

If you place an order for more than $1000 or equivalent in another currency (net price considered) we might issue a discount coupon. You can apply for this discount coupon by contacting us. Discount coupons will not be issued after orders have been executed.

4. Product reservation (for back-orders and pre-orders read sections "Back-orders" and "Pre-ordering")

We only reserve product after having received cleared payment therefor. This means that orders confirmed immediately are reserved as soon as we receive confirmation of successful payment from the payment gateway. For orders paid against proforma invoice we do not reserve product in advance. Thus if you have paid against proforma we recommend that you send us a scanned copy of the confirmation of payment so that we can reserve the product for you.

5. Handling & Shipping (for back-orders and pre-orders read sections "Back-orders" and "Pre-ordering")

We will dispatch the order within 2 working days after cleared payment is received or sooner if possible - we aim to dispatch on the same or next business day. Should there be a planned delay we will inform you before checkout and in the confirmation email. Shipping methods available for your country will appear on checkout. If you only see information about delivery time without name of the shipping method, it means that we will choose the best shipping method ourselves for your address to ensure a prompt delivery of your order. Shipping is provided on the terms of flat-rate in most cases and we reserve the right to change the shipping method for low value orders if your region is located in the so-called remote area. We will notify you about this. For courier shipments you will get a tracking number which you can track on their websites. Time of delivery by couriers varies between 1 and 5 days, excluding any possible delay for customs clearance for countries outside European Union, weekends or seasonal delays due to national or international holidays. Time of delivery we show on websites is estimated and will not include time for dispatch until you purchased a guaranteed delivery (available only for some countries). In some cases with may agree with you (a subject of individual agreement) on delivery with regular mail (i.e. Finnish Post). In that case no tracking number is usually available and the time for delivery can be up to 14 days after dispatch. The responsibility for shipment of orders bought with the terms of "Ex Works Finland" is with the buyer.

Delivery times may be extended during a pandemic or other disasters. iSocket Systems may not guarantee that information about delivery times will be updated on time on all sites.

Free Shipping

Orders above a certain value will be delivered free of charge. This value is specific to each different country. When you select your country, the value will be displayed. Line items with a value less than $20 or equivalent in another currency (net price considered), commissions or invoicing charges etc. will not be considered as part of the total order which qualifies for free delivery.

6. Returns Policy (for pre-orders read sections "Back-orders" and "Pre-ordering")

You may return the product within 30 days since your purchase in original, unused condition for refund or exchange. The device is not considered to be in unused, original condition if, for example, a SIM card has been installed and you have used it. The buyer shall pay the cost of returning the product.

Non-delivered parcels

Return shipping, as well as all original fees shall be incurred and will be deducted from any refunds that you may be entitled to from iSocket Systems for non-delivered parcels.

7. Back-ordering Terms & Conditions

The above conditions are also relevant for back-ordering, unless clearly stated otherwise in relevant sections.

Back-ordering means that you are ordering products that are temporarily out of stock. We usually offer good discounts for back-orders because you pay us upfront and wait. The product has already been on the market before, which means that we are able to fulfill your back-orders. You will see information about delivery time before checkout and additionally in the confirmation email. The product is reserved for your once your payment accepted and you received confirmation email.

The refund and cancellation policy for back-orders is as follows: you can cancel your back-order in any time before the real shipment and get full refund. For returns after your order has been dispatched please see section 6. Returns Policy.

8. Pre-ordering Terms & Conditions

The above conditions (except section 7) are also relevant for pre-ordering, unless clearly stated otherwise in relevant sections.

Pre-ordering means that you are ordering the product that has never been placed on the market before and we use your payments to manufacture such product. It is not the same as back-ordering where you just order the product which is out of stock.

We aim to begin to deliver pre-ordered products on the official launch date, provided that we have received and processed your payment. Should there be any unforeseen circumstances, we will deliver to customers in strict chronological order, which may be after the launch date. Payment is taken as soon as the order is received. All orders are final.

A valid email address is needed to receive order confirmations and order dispatch info. We will start to collect your shipping address just before the official launch date. We will contact you using the email address you used when you pre-ordered. We will make all efforts to contact you, but we shall not be responsible if your address has changed or cannot accept email from us. If we tdo not receive any response from you we may try to contact you by SMS on the phone number you have provided, but we do not guarantee this contact method. You shall maintain your working email address. You may also contact us yourself when you receive news about initial dispatch on the website of a product that was pre-ordered and suspect that we have not contacted you yet.

You must protect your email address as this is the main channel to collect the shipping address from you and you will only be able to request changes of your contact information from this email address. Should you request us to change an email address or a name we will require an ID (passport) scan from you. The name on the ID must match the name on the initial order. This is to protect you from possible fraud if someone has compromised your email account and wishes to redirect delivery to another person.

The refund and cancellation policy for pre-orders is as follows: If you decide to cancel your pre-order within 5 days of placing the order, you will receive a full refund from our merchant account with our payment processor. However, if you cancel after 5 days there will be a cancellation charge of $30. We regret that no refunds will be accepted once we start collecting shipping information. If we have not received shipping information from you within 3 months since the announcement of the start of shipping, we consider your order cancelled without refund. Should there be any unforeseen circumstances that do not allow us to fulfill your order, you will receive a full refund.

9. Internet-of-Things (IoT) Services: Terms & Policies

For most countries the product is offered with a service included - i.e. connectivity is integrated and you will have a plan with us, you don't need your own SIM-card or plan with your local provider. You will have a personal account (iSocket IoT Portal account) where you can manage iSocket and top up your account balance. Services are offered fully on prepaid basis - i.e. you top up your account and monthly fee as well as one-time fees (such as for for text or voice messages) are billed from that prepaid account's balance. You will see a clear pricing during checkout. While we try to keep our prices the same for an extended period of time, they are subject to change without notice, with the exception of prices for an existing account. This, however, does not apply to one-time payments that are dynamically dependent on third parties.

9.1. Free Test Period & Reasonable Use Policy

We offer a free test period for the service - you will see its duration during checkout (usually it is 30 days). This is offered for the first order only. Reasonable Use Policy for text and voice alerts during free trial period applies. No limitations for email alerts during test period. You can switch your account to the normal mode anytime with no restrictions - you need top up your account balance for that. Your free trial will start from the date your account is activated by us - usually soon as the products have shipped. Once it is expired you will be able to top up your account or we can do it automatically if you allowed this during checkout. Your test period is terminated once you topped up your account. Your test period is limited by features you initially ordered - if you wish to add new features you can do so in the 'Billing' section of your account, but your test period will be terminated. Termination of the test period does not affect your rights for the moneyback - see section 6. You may not use your credentials either during the trial period or during the active period of your account for any automated operations or so-called reverse engineering attempts or to find breaches in any security mechanism. Any integration with third party services must only be done using the explicitly provided API functions and their credentials. Your account credentials must only be used by a single person (a human) who owns them. Additional human users must be created using the subuser feature.

9.2. Account & Devices Activation

Your account will be activated soon after we have shipped your order and your free trial will begin. You will get an activation email and you can create a password for your account and start familiarizing yourself with it.

Devices assigned to your account are activated upon dispatching and remain activated unless other events in these Terms of Use override this. This means in particular that we have no control over whether the product is used for its intended purpose or not. This is due to the nature of the product with built-in connectivity (see also 9.4).

9.3. Top Up & Cancellation Policy

A minimum sum is applied for top up, which is usually equivalent to 15 EUR or 20 USD in local currencies - you will see exact value in the 'Billing' section during top up. The same sums applied for auto top up configuration in a form of a limitation for selection of the minimum period for automatic top up (e.g. if the minimum fee is 20 USD and full months period requires 23.5 USD then the automatic top up will be for 23.5 USD). You can add any new features to your account instantly in the 'Billing' section - we will clearly indicate their pricing and provide you a calculation before you click a submit button. Cancellation of features is only possible after a one calendar month of their usage via a support request. Before such cancellation you should remove any monitoring associated with such features from your account. You can cancel your service entirely anytime if no other terms were agreed individually. You prepaid balance is non refundable and you can use it unless your account is suspended due to zero balance. Certain jurisdictions prohibit this. If these laws apply to you, some of the above limitation may not apply to you, however a handling fee of 30 USD/EUR or equivalent in another currency will be applied for any service refunds and any discounts that were applied during top up will be recalculated and excluded from the refund. In the event, that you should request a chargeback, iSocket Systems is permitted to charge 3% of the total value as a handling fee but not less than 40 USD or equivalent in another currency for the chargeback that will be reverted or 5% of the total value but not less than 70 USD or equivalent in another currency for the chargeback that is not reverted and/or disputed with iSocket Systems' payment provider. Sum of the original transaction (the one for which you requested the chargeback) will be reduced from your account balance.

9.4. Suspending & Sleeping Accounts Policy, Deletion

Your account will be suspended on zero balance and will not be billed for next 15 days. Your devices will stop work. You will have an access to the 'Billing' section to top up your account balance within next 15 days. You account will be re-activated instantly after top up and devices will start work after 10-60 minutes.

After 15 days your account will go to a Sleep Mode and may remain in this mode for maximum 12 month. A Sleep Mode Fee will be charged from your account balance per each device once account fallen into this mode and will be charged each calendar month your account remains in this mode. This means that your account will be with a negative balance that you will need to compensate during top up. You account will be re-activated instantly after top up and devices will start work after 10-60 minutes. You can see a value of the Sleep Mode Fee in the 'Billing' section (for reference: it is about 2 EUR/USD or equivalent in another currency). You may not enter to the Sleep Mode manually with a positive balance. This mode is designed to protect your from a loss of your device - see next paragraph.

After 12 months since your account in the Sleep Mode it will enter to a Deep Sleep Mode where the Sleep Mode Fee will continue to be applicable per each device and you will need to compensate this fee during top up. However, we do NOT guarantee that devices will start operate after the Deep Sleep Mode is terminated. After 12 months in the Deep Sleep Mode your account will be qualified for deletion.

Life-circle of your account with the Suspend, Sleep & Deep Sleep modes cannot be altered in any way and notifications about these modes cannot be muted as they are a part of essential notifications we send to you. However, you can request to delete your account anytime. Should you wish to restore your account after deletion and use your devices again we cannot do this, but we can create a new account for a handling-fee of 50 EUR/USD or equivalent in other currencies per device. However, this restoration is not guaranteed. For deletion of your account, which is not in the Deep Sleep Mode yet we should receive a written signed notice from the owner of the account with ID provided.

If you have more than one device on your account and you want to remove only some of them from the service, then this is possible on the following conditions. You must remove any monitorings and settings associated with the device you want to disable and contact us from the 'Support' section of your account in. You will then need to provide a signed application - this procedure is designed for the safety environment for everyone. The device will be removed from the service within few days - it will be fully de-linked from your account, you won't see it on your account. Recovery of the device is not guaranteed, but theoretically possible within a year from the de-linking procedure. The restoration will cost 50 EUR/USD or equivalents in other currencies per device regardless of how long the device was de-linked. It will be a manual procedure and it will also require you to complete the reset procedure, which we will describe to you. It is unlikely to restore the device for the service a year after de-linking. Note, suspending of the device on the account is not possible - only account suspending in whole is possible on the terms described above in this Chapter 9.4.

Remember, we continue to pay different fees to third parties even when you account or devices are not operating. The conditions described are dictated by the reality of the mobile industry and do not come from us, but from numerous providers of services we use to make your device operation flawlessly. Above policy is designed to protect you from loss of your devices. We will do our best to preserve operation of your devices and account and will be sending you proper reminders. The best way to keep your account and devices up and running is to configure auto top up in the 'Billing' section. Remember, any restoration after deletion of your account or removing device from the service is not guaranteed.

iSocket Systems may also suspend your account immediately and without notice if your credentials are used to breach or seek breaches of any iSocket Systems security mechanisms, the services are used in a manner not expressly permitted in your plan, constitute a security risk, or disrupt iSocket Systems resources or third party services, are used for illegal purposes or in a manner that violates any law, infringes or misappropriates the rights of any third party.

10. Warranty and Limits of Liability

Products bought through any iSocket e-Store, include back-orders and pre-orders, have at least a full 1 year warranty from the date of shipment. For some countries 2 or 3 years extended warranty is available. Information about warranty terms for each product for different countries can be found on this webpage.

In most cases we will cover return shipping costs during warranty cases, however in some cases we may require the customer to cover these costs if the damage is due to the operating environment, but we still provide free repairs as an exceptional measure. For example, these situations include damage by lightning or other surges. Such repairs will be free of charge just once during the warranty period. The customer is advised to use surge protectors in front of the devices. Additionally, if the customer's address is in the so-called remote area, then we can ask to send the device back by local mail.

If the product is associated with a service in your account (for example, it is a device that multiplies your base plan - see your account's Billing section), the RMA procedure will not change this, and this ensures that all your monitoring and statistics remain the same . You will not need to reconfigure as a new or refurbished unit will replace the existing one and the only changes that can occur is the new serial number you can get for the new unit. For this reason, we do not recommend using the serial number as a unique identifier for your third party integration.

If you would like a specific unit to be excluded from multiplying your base plan during the RMA process, you can ask us to remove the unit from your account by providing its serial number. This will eventually reduce a portion of your monthly payment as if that unit did not exist in your account from the day of deletion, and it will also remove all monitoring settings, statistics, notifications and other things associated with this device. We will NOT be able to restore it and you will need to set it up again. The new device will be added to your account upon dispatching and will start increasing your base plan from that point on.

Due to the nature of the account balance prepaid billing concept, where your account balance is not tied to any particular product, there are no such things as credit for a particular unit or suspension of a particular unit and we will not be able to provide any expectations from this policy, as there are no mechanisms to overcome this. Please note that this method of removing and then adding a new unit is only applicable to a replacement or repair RMA unit and cannot be used for any other purpose. See also 9.2 and 9.4.

We aim to replace or repair the product within 3 working days once arrived. The new product cannot be send before the damaged has arrived.

11. Feedback

Any feedback you provide at the websites shall be deemed to be non-confidential. iSocket Systems shall be free to use such information on an unrestricted basis until informed otherwise by you. Please read our Privacy Policy.

12. Contact information for problems with orders, refund and other issues

Please contact through this form

13. Limitation of Liability

All content and services on the websites are provided to you by iSocket Systems "as is" without warranty of any kind, express or implied, including but not limited to the implied warranties of merchantability and fitness for a particular purpose.

The information, software, documentation and other content published on the websites may contain technical inaccuracies or errors, including typographical errors. iSocket Systems specifically disclaims any and all liability for such errors and reserves the right to make changes to the websites at any time without notice.

Any material downloaded or otherwise obtained through the use of the websites is done at your own discretion and risk and you will be solely responsible for any damage to your computer system or other device or loss of data that results from the download of any such material.

You agree that iSocket Systems will not be liable, whether in contract, tort, strict liability, or otherwise, for any direct, special, incidental, punitive, consequential, or indirect damages (including, but not limited to, lost profits or lost opportunity, business interruption, loss of information) arising out of or in connection with the use of the websites or with the delay or inability to use the websites or a linked site. iSocket Systems cannot and does not guarantee continuous uninterrupted access to the websites.

Certain jurisdictions prohibit the exclusion or limitation of liability for consequential or incidental damages. If these laws apply to you, some of the above limitation may not apply to you.

14. Copyright and Trademarks

By visiting the websites you understand and agree that all copyrights and trademarks will be respected.

All information and content included on the websites, including but not limited to text, tables, graphics, logos, icons, images, programs is the property of iSocket Systems or its suppliers and is protected by copyright laws. You may not modify, copy, distribute, transmit, display, publish, sell, or license any information from the websites without the express written consent of iSocket Systems and any applicable third-party. You may not create derivative works, or use any information available in the websites for commercial or public purposes without the express written consent of iSocket Systems and any applicable third-party. In addition, you may not reproduce, transmit, transcribe, store in a retrieval system, or translate into any human or computer language any part of the material from the websites in any form or by any means whatsoever without the express written consent of iSocket Systems.

iSocket is a trademark or registered trademark of iSocket Systems. Other names and brands may be claimed as the property of others.

15. Governing Law

These Terms is governed by and construed in accordance with the laws of Finland. You agree to submit any dispute arising out of your use of the websites to the exclusive jurisdiction of the courts of Finland.

16. How we monitor our intellectual property rights

We automatically scan the entire web for copies of content from the websites and other marketing materials such as advertising brochures as well as user manuals and so on. If any violation is detected we may take punitive measures against the perpetrator. We will demand that the company or individual removes the content that violates our rights. Said person or company shall also be responsible for the costs in connection with this demand. We will contact the web-hosting provider in accordance with the Digital Millennium Copyright Act and will also apply to Google and other search engines to remove the violating content from searches and ban your website. In more severe circumstances we will submit an application to the appropriate court. Please read the following legislation: Copyright Act, Trademarks Act, DMCA.

17. Press releases / News

You are free to copy our press releases. You can do some changes there if you need. When placing a press release a link to our site should be given and date of publication must be indicated.