Refund Policy

General Principle

Refunds and cancellations are reviewed according to applicable law, payment status, eSIM creation status, provider status, delivery of activation details, actual usage, and the customer's responsibility to verify device compatibility before payment.

Before eSIM Creation

If payment fails, is canceled, or is not verified before eSIM creation, the system should not create an eSIM profile. No service is delivered, and any internal reserved capacity should be released where relevant.

After eSIM Creation or Delivery

After an eSIM profile is created by a third-party provider or QR/activation details are delivered, the profile may not be cancellable or returnable. A refund request after that stage is reviewed individually and is not guaranteed.

Device Compatibility

The customer must confirm before payment that the device supports eSIM, is carrier-unlocked, has internet access during installation, and matches the destination package. If the customer confirmed compatibility at checkout, incompatibility, locked device, deleted eSIM, incorrect installation, or use contrary to instructions may not qualify for a refund.

Delivery or Provider Failure

If payment was approved but the provider did not create an eSIM, or a material technical failure not caused by the customer cannot be resolved by support, the company will review replacement, reprovisioning, credit, or refund according to the circumstances and applicable law.

Used Service and Remote Sale Rules

If the package was activated, scanned, installed, or partly or fully used, the refund may be denied or partial only. Where the transaction is considered a remote sale under applicable law, statutory cancellation rights will be honored, subject to exceptions or limits for digital services, started services, travel-related services, customer-specific products, or eSIM profiles already issued.

Refund Request and Abuse Prevention

Requests should include order number, email or phone, issue description, screenshots, and device details. Approved refunds are issued to the original payment method where possible. The company may reject requests, block accounts, or cancel benefits where fraud, duplicate use, unjustified chargeback, benefit abuse, or inaccurate information is suspected.