Refund Policy

Last updated: [DATE]

1. The principle

Everything we sell is a digital code, credential or balance that is issued to you once. That makes some of it impossible to take back, so this policy is specific about which is which. Where a product has genuinely not been used, or genuinely does not work, we refund it.

2. Contact us before you ask for a refund

Most eSIM problems are configuration, not faulty stock — a line left off, data roaming disabled, an APN that did not populate, or a carrier-locked handset. Our support team fixes the great majority of them in a few messages. Please talk to us first: it is faster than a refund, and you still have your data.

3. When we refund

• Unused eSIM. Full refund if you contact us before the profile has been installed on a device.
• Faulty eSIM. Full refund where the profile cannot be installed or cannot connect, and our support team has confirmed the cause is not your device or its settings.
• Failed mobile refill. Automatic full refund where the carrier rejects the top-up — for example because the number is invalid, is on another carrier, or is a postpaid account.
• Invalid refill PIN. Replacement or full refund where a PIN we delivered is rejected as invalid or already redeemed.
• VPN that cannot be made to work. Full refund where the service will not run on any of your devices, requested within [VPN REFUND WINDOW — e.g. 7 days] of purchase and after our support team has attempted a fix.
• Duplicate or accidental purchase. Full refund where the product has not been used, requested within [DUPLICATE WINDOW — e.g. 24 hours].
• Our error. Anything charged incorrectly, or a product delivered that is not what the page described, is refunded in full.

4. When we cannot refund

• An installed eSIM. A profile can only be downloaded once; installing it consumes the stock permanently.
• A revealed refill PIN. The code is the product, and once you have seen it we cannot resell it.
• A successfully applied refill — including one sent to the wrong number, if that number was valid and on the right carrier. Neither we nor the carrier can reverse it. Please check the number before you pay.
• A partly used plan. Data consumed or days elapsed are not refunded pro rata.
• Buying the wrong region or carrier where the coverage was correctly described on the product page and the product has been used.
• A carrier-locked or incompatible device. Compatibility requirements are stated on every product page and in our setup guide.
• A specific website or streaming service not working over the VPN. We do not sell subscriptions on that basis.
• Anything terminated for breach of our terms.

5. How to request a refund

1. Go to the contact page.
2. Give your order number and the email address you ordered with.
3. Tell us what happened, including any error message and the device you are using. A screenshot helps.
4. We aim to respond within [RESPONSE TIME — e.g. 1 business day].

6. How refunds are paid

Approved refunds go back to the original payment method. Card refunds typically appear within [CARD REFUND DAYS — e.g. 5 to 10 business days] depending on your bank; PayPal is usually faster. Cryptocurrency refunds are returned to a wallet address you supply, in the same currency, at the value originally received — the fiat value at the time of refund may differ, and network fees are deducted.

7. Chargebacks

If you believe something has gone wrong, contact us before raising a chargeback. A chargeback on a delivered digital product is investigated with the payment provider and may result in the account being suspended. We would much rather resolve it directly, and usually can.

8. Your statutory rights

Nothing here limits rights you have under the consumer law that applies to you. Note that in many jurisdictions the right to withdraw from a purchase of digital content is lost once supply has begun with your consent — which is what happens when a code is delivered to you.

[ADD ANY JURISDICTION-SPECIFIC STATUTORY WORDING REQUIRED WHERE YOU TRADE.]