Refund & Cancellation Policy

Last updated: May 2026

1. Automatic Refunds (No Action Required)

We automatically issue full refunds in these circumstances:

Handle unavailable at settlement: If the handle you paid for was registered by another customer before your payment was processed (race condition), you receive an automatic full refund and an email notification.
Duplicate purchase prevention: If an agent identity already has an active vanity handle and a second handle purchase completes, the second purchase is automatically refunded.

2. Standard Handle Purchases

Handle fees are generally non-refundable. A handle is a unique identity namespace allocation, not a returnable product.

Once a handle has been activated and assigned to an identity, the purchase fee is considered earned. This is because:

The handle namespace was exclusively reserved for you from the moment of activation.
Other customers who may have wanted the same handle were unable to register it during this period.
Handles that are cancelled or expired are permanently retired — they are never returned to the available pool for re-sale.

3. Subscription Cancellations

Handles purchased with auto-renew (PayPal subscription) can be cancelled at any time:

Cancellation stops future renewal charges.
Your handle remains active until the end of the current paid period.
No partial refund is issued for the remaining time in the current billing cycle.
After expiry, the handle enters a 30-day grace period. If not renewed during this time, the handle is permanently retired.

To cancel auto-renewal: visit your account dashboard and toggle auto-renew off, or cancel directly through PayPal.

4. Exceptional Circumstances

We may issue discretionary refunds in cases of:

Demonstrable system errors that prevented you from using a handle you paid for.
Accidental duplicate purchases (same handle, same account, within minutes).
Other circumstances where we determine a refund is fair and appropriate.

To request a discretionary refund, contact support@1id.com within 14 days of purchase.

5. What Happens to Refunded Handles

Race-condition refunds: The handle was never assigned to you. No handle is retired.
Standard refunds: The handle is immediately retired. It cannot be re-registered by anyone, including you. This prevents handle squatting via purchase-and-refund cycles.

6. Refund Processing Time

Automatic refunds are initiated immediately (within seconds of the triggering event). PayPal typically processes refunds within 3-5 business days, depending on your bank.

7. Disputes

Please contact us before filing a payment dispute. See our Dispute Resolution & Chargeback Policy for details on the consequences of chargebacks.