Exostar offers limited refunds per the guidelines below. Note that NO refunds are available for activated products, or for Rolls-Royce eTools subscriptions. Additionally, please note that Exostar is not able to accommodate requests to use personal or corporate FedEx accounts for any shipping charges.

Refund requests may be submitted for new products (if the product has not been activated) or for renewal products.

OTP Hardware

·        Refund Policy

Refund requests for unactivated OTP Hardware tokens must be received within 15 days from the purchase date.

o   If an OTP Hardware token has not yet been shipped, the full purchase price may be refunded.

o   If the token has already been shipped, Exostar will provide instructions for returning the token once the refund request has been submitted and will inspect the token upon receipt to determine whether the OTP hardware token was activated and whether it can be returned to stock. If the OTP hardware token is in a condition to be returned and meets the other conditions stated for a refund, a refund will made in the amount of the purchase price of the token (excludes shipping).

·        Warranty
For a period of 45 days from the date of your purchase, Exostar warrants that your token will materially conform to the specifications furnished with your token. If Exostar determines that your token fails to conform to the warranty, a replacement token will be sent to you at no cost. If Exostar determines that your token fails to conform to the warranty but is outside the warranty period, a replacement token can be purchased at the original price.

Identity Proofing Service

·        Refund Policy
Exostar standard refund policy is 15 days from the date of purchase, if a license key has not been activated. License keys with multiple proofing appointment instances qualify only if none of the instances have been registered(activated). If a license key has been registered, Exostar will not refund your payment.

If you are absent for your proofing appointment, do not bring the required documents or bring incomplete/mismatch documents, you will be required to purchase a new proofing appointment. No refunds will be granted for missed appointments or incomplete documentation.

Phone-Based OTP

·        Refund Policy
Refund requests for unactivated Phone-Based OTP subscriptions must be received within 30 days from the purchase date. Requests for refunds that are received later than 30 days from the purchase date or for licenses which have been used will not be accepted.

·        Warranty
Exostar does not offer a warranty on Phone-Based OTP purchases.


Federated Identity Service (FIS) Certificates

·        Refund Policy

Refund requests for Basic Level of Assurance Software (BLOA SW), Medium Level of Assurance Software (MLOA SW), and Medium Level of Assurance Hardware (MLOA HW) certificates are evaluated on a case-by-case basis. Please note that the following circumstances preclude the possibility of a refund for an FIS product:

o   Legal Name Not Submitted to Exostar
You must use legal first and last names. Legal names are displayed on identity documentations such as drivers' license or passport. Discrepancies (name, document expiration date, etc.) discovered during in-person proofing, whether for yourself or for others, will result in additional fees.

o   Incorrect Documentation
Failure to provide the correct documentation, such as forgetting a form of I.D., that requires a second meeting with the notary, will result in additional proofing fees.

o   Failure to Appear
If you fail to appear for your scheduled in-person proofing appointment, without any notification to reschedule prior to the appointment, you will incur additional reproofing fees.

·        Warranty
Exostar does not offer a warranty on FIS products.