> For the complete documentation index, see [llms.txt](https://help.basiq-solutions.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.basiq-solutions.com/guide/policies/replacement-and-verification.md).

# Replacement & verification

When you get a free replacement, when you do not, and how verifications work.

## Replacement policy

**Maximum: 1 replacement per setup.**

{% columns %}
{% column %}

### ✅ Replacement is provided if

* You followed all provided instructions
* The service stopped functioning within 2 months of delivery (counted from the date credentials were received, regardless of when usage began)
* The issue was not caused by your actions
  {% endcolumn %}

{% column %}

### ❌ Replacement does not apply if

* Warm-up or usage instructions were violated
* An incorrect proxy was used
* Restricted products or prohibited business activities were used
* The setup was modified or interfered with without authorisation
  {% endcolumn %}
  {% endcolumns %}

Each case is reviewed individually. Replacement is free of charge if all instructions were followed. Replacement timelines are similar to the original setup.

{% hint style="warning" %}
Final approval decisions are made by third-party platforms (PayPal, Stripe, Shopify Payments, banks) and are outside our control. If an agreed processor fails to approve after a correct setup, a replacement may be offered.
{% endhint %}

## How to request a replacement

{% stepper %}
{% step %}

#### Do not submit anything to the platform yet

If a platform requests a review or documents, contact your manager first.
{% endstep %}

{% step %}

#### Message your manager on Telegram

Include: company name, the service affected, what happened and when, screenshots, and which [OctoBrowser](https://octobrowser.org/signup/?p=10266582) profile / proxy you used.
{% endstep %}

{% step %}

#### We review the case and confirm eligibility

If eligible, the replacement follows the timeline of the original setup.
{% endstep %}
{% endstepper %}

## Verification policy

* **During the setup:** all verifications required to deliver your setup are passed by Basiq and included in the price — you do not pay for them separately
* **After delivery:** any further verification a platform requests costs **€300** each
* Nominee availability for live verification is guaranteed for 3 months after delivery
* After 3 months, verification via AI may be offered (\~80% success rate)

{% hint style="info" %}
If a platform asks for a verification after delivery, contact your manager **before** submitting anything — we schedule the nominee and tell you exactly what will be needed.
{% endhint %}

## Financial liability

Basiq is not responsible for financial losses including held or frozen funds, reserves or rolling reserves, chargebacks or payment disputes, and account closures by third-party platforms. All financial activity is conducted at your own risk.

{% content-ref url="/pages/87935bb1e2caf4857fc5fe2347c566031b72ecaa" %}
[Service Policy](/guide/policies/service-policy.md)
{% endcontent-ref %}


---

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