At TeleSTU, we are committed to delivering professional-grade technical configuration services, secure smartphone setup, responsible data handling, and a positive customer experience at every stage of interaction. Our mission is to ensure that each user receives exactly what they paid for — functional configuration, stability, convenience, and reliable digital ecosystem integration. We understand that remote technical work requires trust, therefore we maintain an open and fair refund policy designed to protect our clients without compromising service standards and responsibility.
A refund may be requested within 14 calendar days from the moment of purchase. This request must include the order number, a detailed description of the issue, proof in the form of screenshots or session logs (if available), and any relevant context that helps us verify the situation. We evaluate every case individually, carefully reviewing details and technical reports before issuing a final decision. Once a refund is approved, it is returned to the same payment method used during purchase, usually within 3–10 business days, depending on the payment system or bank processing speed.
We may issue a full or partial refund only if reasonable and technically justified circumstances are present. Appropriate conditions for refund eligibility include, but are not limited to:
• Service was not delivered or completed, meaning configuration was not started or was partially interrupted due to internal system failure, specialist scheduling issues, or technical inability to proceed from our side.
• Delivered result does not match the promised service description, including cases where essential setup elements were skipped, incorrectly configured, or stated features were not implemented as advertised.
• Severe and demonstrable technical errors caused by our configuration, such as account conflicts, device instability, cloud malfunction, inability to restore connectivity, loss of synchronized functionality, or disruption of business systems operated through the device.
• Accidental double payment or duplicate order, if the customer was charged twice for the same service due to technical or transactional error.
• Customer chooses to cancel before any setup work has begun, meaning no session was conducted, no configuration was applied, no data was processed, and no remote guidance was provided.
Detailed examples of legitimate return situations may include incorrect OS-level configuration leading to limited device usability, improperly set up cloud backups that risk data loss, messenger account conflicts caused directly by technician action, activation failure of eSIM/SIM due to procedural oversight, security configuration that blocks essential features, or business-profile installation that prevents email/CRM access. In such cases TeleSTU may provide a full refund or partial refund proportional to the completed portion of work, ensuring fairness and maintaining customer trust.
However, there are scenarios where a refund cannot be provided. We cannot issue compensation if the customer refuses to provide necessary access information or verification codes required to complete setup; if the device has pre-existing technical damage, storage corruption, or hardware malfunction affecting performance independent of our work; if the user manually changes system parameters after configuration and causes issues; if the service was successfully delivered as described but the customer simply changes their decision later; or if the device is incompatible with certain services despite our recommendations being provided in advance.
To initiate a refund request, the customer must contact TeleSTU support using email or live chat, state the issue clearly, attach proof if available, provide payment data for verification, and allow us the opportunity to resolve the situation technically before refunding. We may suggest troubleshooting, reconfiguration, or repeated setup if the problem can be fixed quickly and effectively, as our first priority is to return the device to optimal condition rather than immediately cancel the service. Refunds are issued only when it is clear that resolution cannot be achieved or that the original service was not fully delivered in accordance with expectations.
TeleSTU stands for responsibility, clarity, and client-oriented cooperation. We believe that trust is built on honesty — if something was executed incorrectly, we will correct it; if the service did not fulfill its purpose, we will compensate fairly. Our policy exists to ensure balance, protect both sides, and guarantee that every user feels respected, supported, and safe when choosing our digital services.