Refund and Return Policy (RMA)

Document Version: ALL-RRP-v1.0.0 / Legal Pack Version: ALL-LP-v1.0.0

Effective Date: 26 October 2026 | Last Updated: 26 October 2026

1. Scope and Application

1.1 Purpose

This Refund and Return Policy ("Policy") sets out the conditions under which purchases made from All360 Technology S.A., a company incorporated in the Republic of Panama ("ALL", "we", "us", "our"), may be returned, cancelled, or refunded. It applies to purchases of ALL360 Devices, ALL360 OS licences and platform access fees, bundled services, subscriptions, ALL Marketplace purchases, Wallet Balance top-ups, and other products and services offered through the ALL Platform (collectively, the "Platform").

Purchases of ALL360 Devices and ALL360 OS licences are made from Allecosystem Technologies LLC, a company incorporated in the United Arab Emirates (the "Seller"), which is responsible for their returns and refunds under this Policy. In respect of ALL360 Devices and ALL360 OS licences, references to "ALL" in this Policy include the Seller.

1.2 Relationship to Other Documents

This Policy forms part of the ALL Terms of Use and should be read together with the Delivery and Warranty Policy. Hardware defects arising after the return periods in this Policy are governed by the ALL Delivery and Warranty Policy. Purchases by Business Customers are governed by the applicable Service Order or commercial agreement, and this Policy applies to them only to the extent expressly incorporated. Capitalised terms not defined herein have the meanings given to them in the Terms of Use or the Node Operator Master Agreement.

1.3 Mandatory Consumer Rights

2. ALL360 Device Returns

The restrictions in this Section apply only to voluntary change-of-mind returns, unless the Seller expressly offers different conditions. Mandatory statutory rights, remedies, and deadlines prevail over any conflicting provision. Activation or the crediting of rewards do not, by themselves, extinguish statutory rights. The statutory right of withdrawal for the OS licence is lost if all applicable legal requirements are met.

2.1 Return Period

You may return an ALL360 Device purchased directly from ALL for a refund within fourteen (14) days from the date the Device is delivered to you (the "Return Period"), only if all of the eligibility conditions in Section 2.2 and the physical conditions in Section 2.4 are met. Devices purchased from authorised resellers or other third parties must be returned in accordance with that seller's policy.

2.2 Refund Eligibility Conditions

A refund is available only where, at the time ALL receives your return request, both of the following conditions are met:

• The Device has not been activated. The Device has not completed initial setup, has not been linked to any Platform account, has not been enrolled or registered as a Node, has not been connected to the Platform or ALL Control Tower, and the ALL360 OS licence associated with the Device has not been activated; and
• No rewards have been credited. No earnings, Qualifying Revenue, rewards, promotional credits, bonuses, or referral rewards of any kind have been credited to any Platform account in respect of the Device, its Node Identifier, or the order under which it was purchased. The crediting of the first such amount permanently ends eligibility for a refund, whether or not that amount has been withdrawn.

ALL will verify both conditions against the Device serial number and hardware identifiers using ALL Control Tower activation, enrollment, telemetry, and Payout Balance records. ALL's records are conclusive for this purpose in the absence of manifest error.

2.3 Activated Devices

Activated Devices, and Devices in respect of which any reward has been credited, are not eligible for a voluntary change-of-mind refund under this Section. Faults affecting an activated Device are handled under Section 3 and the ALL Warranty Policy. Nothing in this Section 2.3 affects your mandatory statutory rights, as described in Sections 1.3 and 12.

2.4 Physical Condition of Returned Devices

In addition to the conditions in Section 2.2, the returned Device must:

• Be returned complete, with all accessories, cables, power supply, documentation, and original packaging;
• Have all tamper-evident seals intact and show no sign of opening, disassembly, modification, or tampering;
• Be free of physical damage;
• Match the serial number and hardware identifiers recorded for your order.

2.5 RMA Policy

This procedure also applies to statutory withdrawal and warranty or non-conformity returns. The conditions in Sections 2.2–2.4, the prohibition on powering on the Device and the rejection criteria in Section 2.7 apply only to voluntary change-of-mind returns.

Statutory withdrawal does not require prior approval or an RMA number. Unless ALL offers to collect the Device, the consumer must send it back within fourteen (14) days after notifying withdrawal, not after receiving an RMA number. ALL will provide return instructions promptly. Statutory rights will not be refused solely because an RMA number has not been issued.

To return a Device:

• Submit a return request through the Platform dashboard or [email protected] within the within the period applicable to the voluntary return, statutory withdrawal or warranty claim concerned, stating your order number and the Device serial number;
• Await a Return Merchandise Authorisation ("RMA") number and return instructions from ALL. Verification of the conditions in Section 2.2 applies only to voluntary change-of-mind returns. Statutory withdrawal does not require prior approval or an RMA number.
• Do not power on, set up, or connect the Device to the internet at any time after submitting the request;
• Ship the Device to the address provided, with the RMA number clearly marked, within fourteen (14) days of receiving the RMA.

Returns sent without an RMA number, or to an address other than the one provided, may be refused. We recommend using a tracked and insured shipping service; you are responsible for the Device until it is received by ALL.

2.6 Return Shipping Costs

Unless the return results from a defect, a delivery error by ALL, or as otherwise required by applicable law, the cost of returning the Device is borne by you.

2.7 Inspection

ALL will inspect each returned Device within seven (7) business days of receipt and will re-verify the conditions in Section 2.2 against ALL Control Tower records. If the Device does not meet the conditions of this Section 2, including where it is found to have been activated or connected after the RMA was issued, ALL will refuse the refund and, at your option and expense, return the Device to you.

2.8 Shipping, Logistics, and Product Compliance

ALL360 Devices are manufactured in and shipped from China. Delivery, logistics, and return (RMA) handling are performed on behalf of the Seller by Velace Electronics Trading LLC, a company incorporated in the United Arab Emirates. For ALL360 Devices placed on the market in the European Union, the economic operator established in the European Union that is responsible for product compliance under Regulation (EU) 2019/1020 and Regulation (EU) 2023/988 (General Product Safety Regulation) is identified, with its name and contact details, on the Device, its packaging or accompanying documentation, and the product page. Returns must be sent only to the address provided with the RMA number.

3. Defective, Damaged, and Incorrect Deliveries

3.1 Damaged in Transit or Incorrect Item

If your Device arrives visibly damaged, or you receive an incorrect item, you must notify ALL within forty-eight (48) hours of delivery with photographs of the packaging and the item. Where possible, note the damage on the carrier's delivery receipt. ALL will arrange a replacement or refund at no cost to you.

3.2 Dead on Arrival

If your Device fails to power on or fails to complete initial setup despite following ALL's setup instructions, so that activation is not possible, and you notify ALL within thirty (30) days of delivery, ALL will, subject to verification by ALL's support team, replace the Device or refund the purchase price, including original standard shipping costs and return shipping costs.

3.3 Faults After Activation

If an activated Device develops a material hardware fault within thirty (30) days of delivery, ALL will repair or replace the Device, transferring your ALL360 OS licence to the repaired or replacement Device at no cost. A refund is available only where repair or replacement is impossible or is not completed within a reasonable time, or where applicable law requires a refund.

3.4 Lost Shipments

If a shipment shown as dispatched has not been delivered within fifteen (15) days of the estimated delivery date, please contact ALL. Following investigation with the carrier, ALL will reship the order or issue a refund.

3.5 Defects After These Periods

Hardware defects arising after the periods in this Section 3 are handled in accordance with the ALL Warranty Policy and your statutory rights.

4. OS Licences, Platform Access Fees, and Bundled Services

4.1 Bundled with a Device

Where an ALL360 OS licence, platform access fee, or bundled service (including VPN, ad-blocking, and integration services) is included in the purchase price of a Device, it is refunded together with the Device only when the Device is returned in accordance with Section 2, that is, before activation and before any reward has been credited. It is not refundable separately from the Device.

4.2 After Activation

Once the Device has been activated or any reward has been credited, the ALL360 OS licence, platform access fees, and bundled services are non-refundable, and no partial or pro-rata refund is given for unused portions of a bundled service term, except as provided in Section 4.3 or required by applicable law.

4.3 Discontinuation of a Bundled Service

If ALL permanently discontinues a bundled service that was expressly described at the point of sale as included for a stated term, before the end of that term and for reasons other than your breach, ALL will provide a substitute service of materially equivalent functionality or a proportionate remedy, which may take the form of a credit or partial refund, as determined in accordance with applicable law.

4.4 Free Services

Services provided free of charge, including ALL CONNECT while offered without charge, are not eligible for refunds and may be modified or discontinued in accordance with the Terms of Use.

5. Subscriptions

5.1 Cancellation

You may cancel a subscription at any time through the Platform dashboard. Cancellation takes effect at the end of the current billing period, and you will retain access until then. Your subscription will not renew after cancellation.

5.2 Refunds

Subscription fees already charged are non-refundable, and no partial refund is given for the unused part of a billing period, except: (a) where a renewal charge occurred and you notify ALL within forty-eight (48) hours of the renewal without having used the service in the new period; (b) where the service was materially unavailable through ALL's fault for a substantial part of the billing period; or (c) where required by applicable law.

5.3 Renewal Notices

Before any automatic renewal of an annual or longer subscription, ALL will send a reminder to your registered email address where required by applicable law, stating the renewal date, the amount, and how to cancel.

6. ALL Marketplace Purchases

6.1 Developer Responsibility and ALL's Role

Apps in the ALL Marketplace are developed and supplied by independent Developers, who are responsible for App support in accordance with the ALL Developer License Agreement. Because ALL processes payments for the ALL Marketplace, refund requests for Marketplace purchases should be submitted to ALL in accordance with this Section 6.

6.2 Eligible Refunds

You may request a refund of a Marketplace charge within fourteen (14) days of the charge where:

• The App does not install or fails to function materially as described in its Marketplace listing, and the Developer has not resolved the issue within a reasonable time after being notified;
• You were charged more than once for the same purchase, or charged an amount different from the price displayed;
• The charge was not authorised by you, subject to verification;
• The App is removed from the Marketplace for breach of the AUP or Submission Guidelines shortly after purchase.

6.3 Non-Refundable Charges

Usage-based charges for resources, features, or services already consumed, in-App purchases of consumable items already used, and purchases where the App functions as described are non-refundable, except as required by applicable law. Refunds are not given for change of mind after the App has been downloaded or used, where you expressly consented to immediate supply and acknowledged that you would lose your right of withdrawal.

6.4 Decision and Effect

ALL decides Marketplace refund requests, taking into account information from the Developer where appropriate. A refunded App may be uninstalled or disabled. Refunded amounts are deducted from Builder Revenue in accordance with the ALL Developer License Agreement.

7. Wallet Balance

Wallet Balance top-ups are prepaid accounting credits for the purchase of Platform services and are non-refundable and non-transferable, and cannot be exchanged for cash or digital assets, except: (a) in the case of a duplicate or erroneous charge reported within thirty (30) days; (b) on closure of your account by ALL for reasons other than your breach, in which case any unused balance will be refunded; or (c) where required by applicable law. Wallet Balance is distinct from your Payout Balance, which is governed by the Node Operator Master Agreement.

8. How Refunds Are Paid

8.1 Timing

Approved refunds are processed within fourteen (14) days of approval or, for Device returns, within fourteen (14) days of ALL's receipt of the returned Device or your evidence of having sent it back, whichever is earlier, unless a different period is required by applicable law.

8.2 Method

Refunds are made to the original payment method. The time for the refund to appear in your account depends on your bank, card issuer, or payment provider.

8.3 Payments in Digital Assets

Where you paid in cryptocurrency or another digital asset, the refund will be calculated by reference to the price of the purchase in the currency in which it was denominated at checkout (for example, USD), and paid in the same digital asset (or another asset agreed with you) to a wallet address verified as belonging to you, at the exchange rate prevailing at the time the refund is processed. ALL does not refund gains or bear losses arising from changes in the value of digital assets between purchase and refund. Blockchain network fees for the refund transaction may be deducted, except where the refund results from ALL's error or a defect. No fee will be deducted from a statutory refund where prohibited by applicable mandatory law.

8.4 Non-Refundable Amounts

Unless the refund results from a defect, ALL's error, or applicable law requires otherwise: original shipping charges for Devices returned under Section 2 (except standard shipping where required by law), customs duties and import taxes that cannot be recovered by ALL, and third-party payment processing fees are not refunded.

9. Chargebacks

Before initiating a chargeback or payment dispute, please contact ALL so that we can resolve the issue. Where a chargeback is initiated, ALL may suspend the affected Device, licence, subscription, or account pending resolution, and may provide relevant transaction evidence to the payment provider. Where a chargeback is found to be unfounded, ALL may recover the disputed amount and associated fees, and repeated or abusive chargebacks may result in termination of your account in accordance with the Terms of Use.

10. Promotions and Gifts

Where a product was purchased at a promotional price, the refund is limited to the amount actually paid. Where a promotion included free items or services, those items must be returned with the Device or their value may be deducted from the refund. Gift recipients may obtain a refund in the form of a Platform credit unless the purchaser requests the refund to the original payment method.

11. Fraud and Abuse

ALL may refuse a return or refund, or limit the number of returns accepted from a single person or household, where ALL has reasonable grounds to suspect fraud, abuse of this Policy, resale activity, substitution of a different device, serial-number manipulation, or a breach of the AUP or Node Operator Master Agreement, subject to applicable law.

12. Jurisdiction-specific Terms

12.1 European Union, EEA, and United Kingdom

If you are a consumer resident in the European Union, the European Economic Area, or the United Kingdom, you have a statutory right to withdraw from a distance contract for an ALL360 Device within fourteen (14) days of delivery without giving any reason. To exercise this right, notify ALL of your decision by a clear statement (for example, by email to [email protected]) or by using the model withdrawal form available at https://all.is.one/legal/withdrawal-form, before the withdrawal period expires. ALL will reimburse all payments received from you, including the cost of standard delivery, without undue delay and no later than fourteen (14) days after being informed of your decision, using the same means of payment, and may withhold reimbursement until the Device has been received back or you have supplied evidence of having sent it back. You bear the direct cost of returning the Device unless ALL has agreed otherwise.

The ALL360 OS licence is digital content priced separately at checkout and on your invoice (https://all.is.one/legal/withdrawal-form). Where the applicable statutory exception for digital content applies, you lose your right of withdrawal in respect of the licence once supply begins with your prior express consent and acknowledgement of that loss. ALL will provide the legally required confirmation on a durable medium. If you then withdraw from the contract for the Device hardware, the amount reimbursed may exclude the price of the activated licence only where permitted by applicable law and all applicable legal requirements have been met and may be reduced for any diminished value of the Device resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning. Rewards credited in respect of the Device before withdrawal may be deducted from the reimbursement to the extent permitted by applicable law. Where a statutory withdrawal right applies to a distance contract for services or digital content not supplied on a tangible medium, the withdrawal period is fourteen (14) days from conclusion of that contract. Starting a service during the withdrawal period does not, by itself, extinguish the statutory withdrawal right. Any proportionate payment for services supplied before withdrawal, or loss of the right following full performance, is subject to the applicable statutory conditions, including the consumer’s express request and any required acknowledgement. These rules prevail over conflicting provisions of this Policy.

12.2 United Arab Emirates

If you are a consumer in the United Arab Emirates, nothing in this Policy limits your rights under Federal Law No. (15) of 2020 on Consumer Protection and its implementing regulations, or other applicable UAE legislation, including rights relating to defective goods and the return or exchange of goods.

12.3 United States

If you are a consumer in the United States, nothing in this Policy limits any right you have under applicable federal or state law, including state laws governing automatic renewal of subscriptions, implied warranties to the extent they cannot be excluded, and the statutory return and refund disclosure requirements of your state.

12.4 Other Jurisdictions

Where the mandatory law of your country of residence grants you additional or longer rights, those rights apply.

13. Changes to This Policy

ALL may update this Policy at any time. The version in effect on the date of your purchase applies to that purchase, unless a later version is more favourable to you. Updated versions will be published on the Platform website.

14. Contact Information

This Policy should be read together with the ALL Terms of Use, the Delivery and Warranty Policy (including the Warranty Policy in Sections 12 and 13), the Node Operator Master Agreement, and the Developer License Agreement, all of which are available on the Platform website.