This Refund Policy sets out when and how Oceanic Consulting VOF issues refunds for its paid products and services. Please read this policy carefully before making a purchase. By purchasing any Oceanic product or service, you acknowledge that you have read and agree to this policy.
✔ Eligible for Refund
- Within 14-day cooling-off period (consumer EU law)
- Subscription cancelled before renewal (prorated where applicable)
- Service outage exceeding SLA thresholds
- Duplicate / accidental charges
- Platform failure preventing service delivery
- Terms amendment you do not accept
✘ Not Eligible for Refund
- eSIM activated or data partially used
- Account terminated for ToS violation
- Dissatisfaction with AI-generated output
- Failure to cancel before renewal date
- Change of personal preference
- Third-party service disruptions outside our control
1 Scope
This policy applies to all paid products and services offered by Oceanic Consulting VOF, including:
- Hubrix AI — monthly and annual subscription plans
- TOTEM — private access service subscription plans
- TOURIBO eSIM — one-time eSIM data packages
- Consulting engagements — professional services billed by Oceanic
Different refund rules apply to different product categories as described in the sections below. Where a separate written agreement governs a specific engagement, that agreement's refund terms take precedence over this policy.
2 Subscription Services (Hubrix AI, TOTEM)
2.1 Monthly Subscriptions
Monthly subscriptions are billed in advance for each calendar month. If you cancel a monthly subscription:
- Cancellation takes effect at the end of the current billing period
- No refund is issued for the remainder of the current period
- You retain access to the service until the end of the period you have paid for
Exception: If you cancel within the first 14 days of your initial subscription (the EU cooling-off period, Section 5), and you have not materially used the service, you are entitled to a full refund of your first payment.
2.2 Annual Subscriptions
Annual subscriptions are billed in advance for 12 months at a discounted rate. If you cancel an annual subscription:
- Within 14 days of purchase and without material use: full refund
- After 14 days but within 3 months: refund for unused complete months, minus the difference between the annual rate and the standard monthly rate for months already used
- After 3 months: no refund; access continues until the end of the annual period
2.3 Upgrades and Downgrades
If you upgrade to a higher plan mid-period, the difference is charged on a prorated basis. If you downgrade, the change takes effect at the next billing cycle; no refund is issued for the current period's higher tier.
2.4 Termination by Oceanic
If Oceanic terminates your account without cause, you will receive a prorated refund for the unused portion of your prepaid subscription period. No refund is issued upon termination for breach of our Terms of Service or Acceptable Use Policy.
3 eSIM and Data Products (TOURIBO eSIM)
eSIM products are generally non-refundable once activated. Because eSIM profiles are digital goods delivered electronically, activation constitutes immediate fulfilment of the purchase.
Refunds for eSIM products are available only in the following circumstances:
- Technical failure: The eSIM could not be installed or activated due to a fault on Oceanic's side (not device incompatibility), and no data was consumed
- Not yet activated: The eSIM profile has not been installed on any device and you request cancellation within 24 hours of purchase
- Duplicate charge: You were charged more than once for the same order due to a payment processing error
Refunds are not available for:
- Activated eSIM profiles, regardless of remaining data balance
- Expired data packages (eSIMs have defined validity windows)
- Device incompatibility — you are responsible for verifying eSIM compatibility before purchase
- Network coverage issues in specific locations (coverage maps are provided on the product page)
To request a refund for an eSIM issue, contact billing@oceanicco.nl within 48 hours of purchase with your order ID and a description of the issue.
4 Consulting and Professional Services
For consulting engagements and professional services billed by Oceanic Consulting VOF:
- Fixed-price projects: Milestone-based payments are non-refundable for completed milestones. If Oceanic fails to deliver an agreed milestone within the agreed timeframe, the client may request a remedy period before claiming a partial refund for that milestone.
- Time-and-materials: Invoiced hours are non-refundable. Disputed timesheets must be raised within 7 days of invoice issue.
- Retainer arrangements: Unused retainer hours carry over for one month only unless otherwise agreed in writing. No refund for unused carried-over hours.
All consulting refund disputes must be raised in writing to legal@oceanicco.nl within 30 days of the relevant invoice date.
5 EU Consumer Right of Withdrawal
If you are a consumer resident in the European Union, you have the right to withdraw from a contract for digital services within 14 calendar days of purchase, in accordance with EU Directive 2011/83/EU (Consumer Rights Directive), without giving any reason.
This right does not apply if:
- You have explicitly consented to immediate supply of the digital service and acknowledged that the right of withdrawal is lost upon fulfilment — for example, by activating an eSIM or fully accessing a platform feature
- The service has been fully performed during the withdrawal period with your prior explicit consent
To exercise your right of withdrawal, send a clear written statement to billing@oceanicco.nl within 14 days of purchase, including:
- Your full name and email address
- Order or invoice reference number
- The product or service you wish to cancel
- Statement that you wish to exercise your right of withdrawal
We will confirm receipt and process the refund within 14 days of receiving your valid withdrawal notice, using the same payment method as the original transaction.
6 Refund Process and Timeline
1
Submit your request
Email billing@oceanicco.nl with your order ID, account email, product name, and the reason for your refund request.
2
Review (2–3 business days)
Our billing team will review your request against this policy and confirm eligibility. We may ask for additional information if required.
3
Approval notification
You will receive written confirmation of the refund amount and timeline. If your request is declined, we will explain the reason and reference the relevant policy clause.
4
Processing (5–10 business days)
Approved refunds are processed to the original payment method within 5–10 business days. Bank processing time may add 3–5 additional business days depending on your bank.
7 Chargebacks and Disputes
We strongly encourage you to contact us at billing@oceanicco.nl before initiating a chargeback with your bank or payment provider. Most issues can be resolved quickly and amicably.
Initiating a chargeback without first contacting Oceanic may result in:
- Immediate suspension of your account pending investigation
- Permanent termination if fraud or abuse is confirmed
- Referral to our legal counsel for recovery of chargeback fees
Fraudulent chargebacks on legitimately rendered services are considered a breach of our Terms of Service.
8 Currency and Fees
All refunds are issued in Euros (EUR), the currency in which the original charge was made. If your bank converted the charge to a different currency, the refunded amount in your currency may differ from the original charged amount due to exchange rate fluctuations. Oceanic is not responsible for exchange rate differences or foreign transaction fees charged by your bank.
Oceanic does not charge any administration fee for processing a valid refund.
9 Exceptions and Special Circumstances
Oceanic may, at its sole discretion, issue refunds outside the terms of this policy in exceptional circumstances — for example, in the case of prolonged service disruption, a billing system error affecting multiple customers, or other situations where strict application of this policy would be unreasonable.
Any such exceptions are made on a case-by-case basis and do not set a precedent for future refund decisions.
Oceanic reserves the right to amend this Refund Policy at any time. Material changes will be communicated with at least 14 days' notice. Purchases made before the effective date of a policy change are governed by the policy in effect at the time of purchase.
10 Contact
For all refund requests and billing queries:
- Email: billing@oceanicco.nl
- Response time: We aim to respond within 1–2 business days
- Business hours: Monday–Friday, 09:00–17:00 CET/CEST
For EU consumer dispute resolution, see Section 12.3 of our Terms of Service.