Politique de remboursement

Customers may request a full refund (100%) of the purchase amount provided the eSIM has not been used.An eSIM is considered used once its data plan has been activated, that is, once your device has connected to a network using the plan, regardless of the amount of data consumed. Installing the eSIM profile on your device, without connecting to a network, is not used.

Once an eSIM has been used, the purchase is not refundable, except where required by applicable law. This refund policy is offered in addition to, and does not affect, your legal right of withdrawal (see Section 11) or your other rights under consumer law.

Refund requests are subject to the following time limits:

• For one-off (non-subscription) purchases, refund requests must be submitted within 30 calendar days from the date of purchase.
• For subscription-based purchases (Global Plan), this refund policy covers the first payment only. Once a monthly plan has been activated, or a renewal payment has been processed, it is not refundable under this policy. Refund requests must be submitted within 30 calendar days from the date of purchase. This does not affect your legal right of withdrawal, your rights if the service does not conform to the contract, or any right you may have under consumer law if we did not send you the renewal reminder required by law.
• No refund will be given for a previous billing cycle, or for any Product or Service that has already been consumed or has expired.

Auto top-up and Global Plan are always associated with an eSIM, so will be refunded automatically if a refund for the associated eSIM is done (just allowed for no active eSIMs).

Global Plan subscription payments other than the first payment as described above, are non-refundable once processed, except where required by applicable law.

If, for any reason, we are unable to provide a top-up or renewal that you have paid for, we will let you know in  “My account” and automatically refund the amount charged for the part not provided using the original payment method

Refund process

• Customers must contact our Customer Service, stating the reasons for requesting a refund.
• Our Customer Service will review the reason for the refund request and approve or deny it. In both cases, the Customer will be informed of the outcome.
• The refund will be ordinarily made via the same payment method used to pay for the order
• The refund will be processed within a maximum period of 6 months, from the approval date of your purchase.