This Dispute and Chargeback has been established by Technologica United Ltd, Reg. number:16175121, Address:71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ (“eSIMplify”, “we”, “us”, “our”) and should be read in conjunction with our Refunds Policy. This document outlines the formal process for resolving disputes and handling chargeback requests.

At eSIMplify, we are committed to resolving all customer concerns fairly and promptly. We encourage customers to contact us directly before initiating a chargeback with their financial institution, as this allows us to address your concerns more quickly and often results in a faster resolution. Initiating a chargeback before contacting us may delay resolution and could impact our ability to provide you with the best possible outcome.

Our primary support channel for all disputes, refund requests, and customer concerns is email at help@esimplify.net. We monitor and respond to emails Monday to Friday, 9:00 AM to 6:00 PM GMT. Emails received outside these support hours will be addressed on the next business day. Please note that our support team does not operate on statutory holidays in the United Kingdom, and a list of holidays is available upon request.

For urgent technical issues affecting active eSIMs during travel, we provide extended monitoring outside regular hours. If you have an emergency technical issue, please clearly mark your email subject line with "URGENT - ACTIVE TRAVEL" so we can prioritize your request appropriately.

Before escalating to your bank or payment provider, please contact us directly at help@esimplify.net. Your email should include your full name and order number, a detailed description of the dispute, your desired outcome (such as refund, exchange, or service fix), any supporting evidence like screenshots, error messages, or photos, and the date and time of any issues you experienced.

There are several important reasons to contact us first rather than immediately filing a chargeback. Our internal process typically resolves disputes within 10 business days, while chargebacks usually take 60 to 90 days. You'll have direct communication with specialists who can access your account and may be able to provide immediate solutions such as exchanges, credits, or technical fixes. Additionally, resolving disputes directly with us maintains your good standing as a customer for future purchases.

Within 1 business day of receiving your dispute, we will send you an acknowledgement email. This email will confirm receipt of your dispute and provide you with a reference number for tracking purposes. If we need additional information to process your dispute, we'll request it at this stage. If you do not receive an acknowledgement within one business day, please check your spam folder or contact us again to ensure we received your message.

During the initial assessment phase, which occurs within 3 business days of acknowledgement, our support specialist will conduct a thorough review of your case. This includes

We may also conduct preliminary troubleshooting if applicable and determine whether we need additional information from you. You may be contacted during this period for clarification or additional evidence.

Within 10 business days of your initial submission, we will provide you with a comprehensive resolution decision. This decision will include

If your case requires more than 10 business days to resolve due to factors such as the need for third-party evidence or complex technical investigation, we will notify you by day 8. This notification will explain the reason for the delay, provide an updated expected resolution date, and give you the current status of our investigation.

If we request additional evidence to support your dispute, you must provide the requested documentation or information within 5 business days of our request. This may include clear, legible screenshots or photos, detailed written explanations if applicable, and any correspondence with third parties that may be relevant to your case.

Failure to provide requested evidence within 5 business days may result in delays in processing your dispute, a decision based only on the information already available, or potential denial of your dispute if the evidence is critical to your claim. However, we understand that sometimes you may need more time to gather evidence. If this is the case, please contact us before the 5-day deadline expires. We may grant extensions on a case-by-case basis depending on your specific circumstances.

A chargeback is a forced reversal of a payment that you initiate through your bank or credit card company. It should be used as a last resort after you have exhausted our internal dispute resolution process.

The reason we encourage this approach is that chargebacks typically take 60 to 90 days to resolve, while our internal process typically resolves disputes within 10 business days. Additionally, chargeback fees may be passed to customers in certain circumstances, and immediate chargebacks without attempting to resolve the issue directly with us may result in temporary account suspension.

If you decide to initiate a chargeback with your bank despite our encouragement to work through our internal process first, we ask that you please email us immediately at help@esimplify.net. In your notification, include information that you've initiated a chargeback, your order number and the chargeback reference number provided by your bank, and a brief explanation of the reason. This notification helps us expedite the process with your financial institution and may result in a faster resolution.

Once we receive notification of a chargeback, we will acknowledge receipt within 2 business days, review our records and gather all relevant evidence, and submit our response to your financial institution according to their requirements and timelines.

Within 7 business days of receiving chargeback notification, we will compile and submit comprehensive evidence to your financial institution. This evidence package includes

You have the right to receive a copy of the evidence we submit to your financial institution upon request.

The final decision on a chargeback typically takes 60 to 90 days from the date you initiated it. This decision rests entirely with your bank or credit card company and is based on the evidence provided by both parties, the card network rules (such as those of Visa or Mastercard), and applicable consumer protection laws. There are three possible outcomes: the chargeback may be upheld, meaning the funds are returned to you and the case is closed; the chargeback may be denied, meaning the original charge stands and you remain responsible for payment; or a partial chargeback may be issued, where a partial refund is provided based on your financial institution's determination of the facts.

Accounts with active chargebacks will be temporarily suspended until the chargeback is resolved to protect both parties during the dispute process. If the chargeback is decided in our favor, your account will be reinstated upon your request. Please note that multiple chargebacks may result in restrictions on future purchases and may require alternative payment methods for any subsequent transactions.

For customers submitting evidence to support a dispute, acceptable forms include

From our side, we maintain comprehensive records to support or refute dispute claims. These records include

All evidence submitted by either party must meet certain standards to be considered valid. Evidence must be authentic and unaltered, clearly dated and timestamped, directly relevant to the dispute at hand, and legible and complete. The submission of fraudulent evidence will result in immediate denial of the dispute and potential account termination.

If you believe you did not authorize a transaction on your account, this requires immediate action. Contact us immediately at help@esimplify.net with the subject line "UNAUTHORIZED TRANSACTION" to alert us to the potential fraud. You should also contact your bank or credit card company's fraud department as soon as possible. We will investigate your fraud claim within 2 business days and will suspend the account if fraud is confirmed. If we verify that the transaction was indeed unauthorized, we will process a full refund.

If you experienced technical failures that prevented you from using the service, these disputes are handled on an expedited basis. You'll need to provide evidence such as screenshots, error messages, and timestamps of when the issues occurred. We will attempt to troubleshoot and resolve the technical problem before processing a refund, as in many cases we can fix the issue and restore service. Technical failure disputes are prioritized in our queue and will typically be resolved within seven business days.

If you were charged an incorrect amount or charged when you shouldn't have been, billing error disputes receive immediate attention. We will review billing errors within three business days, and if the error is confirmed, we will process a refund within five business days. Legitimate billing errors have no negative impact on your account standing, as we recognize these are system or human errors on our part that need to be corrected promptly.

Throughout the dispute process, you have several important rights. You have the right to receive a clear explanation of all decisions we make regarding your dispute. You can access all evidence we hold about your dispute upon request. You may escalate your case through all internal levels up to and including management review. You retain the right to initiate a chargeback through your financial institution at any point, though we encourage you to work through our internal process first. You can request a management review if you're unsatisfied with lower-level decisions. You have the right to receive responses within the timelines we've stated in this document, and you're entitled to a fair and objective assessment of your dispute based on the facts and our policies.

As a customer engaging in our dispute resolution process, you also have certain responsibilities. You are responsible for providing accurate and complete information about your dispute. You must submit requested evidence within the required timelines, specifically within 5 business days of our request unless you've been granted an extension. We ask that you maintain respectful communication with our support staff throughout the process. You should follow our dispute resolution process and allow us a reasonable opportunity to resolve your concern before initiating a chargeback. If you do initiate a chargeback, please notify us promptly. Finally, you're expected to respond to our requests for information in a timely manner so we can investigate and resolve your dispute efficiently.

To help you understand the expected timelines for various stages of the dispute and chargeback process, we've compiled the following summary.

For all dispute-related communications, please contact us at help@esimplify.net. Our support hours are Monday through Friday, 9:00 AM to 6:00 PM GMT. If you have an emergency technical issue while traveling, mark your email subject with "URGENT - ACTIVE TRAVEL" for priority handling.

This Dispute and Chargeback Procedure may be updated periodically as we refine our processes or adjust to changing legal requirements. Any changes will be posted on our website with an updated "Last Updated" date at the top of the document. If you initiate a dispute before we update our policy, we'll handle your case under the version that was in effect at the time you submitted your dispute.

This procedure is governed by the laws of United Kingdom. Depending on the nature and circumstances of your dispute, it may be subject to alternative dispute resolution or arbitration as specified in our Terms of Use.

We genuinely value your feedback on our dispute resolution process. If you have suggestions for how we can improve our procedures or if you have complaints about how your dispute was handled beyond the substance of the decision itself, please contact us at help@esimplify.net with the subject line "PROCESS FEEDBACK". All feedback we receive is reviewed by our management team and used to improve our procedures for the benefit of all customers.