Before installation or activation
A customer may request cancellation before the eSIM is installed, activated or used. Eligibility should be checked against payment status, fulfillment records and any non-waivable local cooling-off right.
After installation or data use
Because an eSIM is a digital credential delivered immediately, discretionary refunds may be limited after installation, activation or data usage. This limitation must be disclosed and consented to where local law requires it.
Service failure
If a supported, compatible device cannot connect because the purchased service was not provisioned or materially unavailable, support should first troubleshoot the issue. A replacement, credit or refund may be offered based on verified service records and applicable law.
Incorrect device or destination
Customers are responsible for checking device compatibility, unlock status, destination and dates. The company may still offer a replacement plan or credit before activation, but any final rule must be stated at checkout.
How to request a refund
The production policy will provide a support email or in-app request path and ask for the order identifier, device model, destination and issue. Never send full card details by email.
Timing and payment method
Approved refunds should be returned to the original payment method. Processing time depends on the payment network and issuing bank; the final policy should state an evidence-based estimate once the payment provider is configured.
Mandatory rights
This draft does not limit rights that cannot legally be waived. Market-specific rules for digital content, telecom services, automatic renewal and unfair contract terms require counsel review.