Refund Policy
We, Technologica United Ltd, registered number 16175121, address 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ, hereinafter the Company, are committed to providing high-quality eSIM data services to keep you connected while traveling. Please note that our eSIMs are for data-only services and do not support voice calls or SMS. This policy outlines our procedures for returns, refunds, and cancellations.
1. Right to Request a Refund
Customers may request a refund at any time. We will review all refund requests in accordance with the eligibility criteria outlined below. There is no restriction on when you can submit a refund request, though eligibility and processing will depend on the specific circumstances of your purchase and usage.
2. Eligibility for Refunds
2.1 Before eSIM Activation
If your eSIM has NOT been activated, you are eligible for a full refund in the following cases:
- Non-Usage Within 14 Days: The eSIM has not been activated or used, and you contact us within 14 days of purchase
- Incorrect Purchase: You accidentally purchased the wrong eSIM plan (e.g., wrong destination, wrong data amount) before any activation
2.2 After eSIM Activation
If your eSIM HAS BEEN activated, you may still be eligible for a full or partial refund in the following circumstances:
Full Refund Available When:
- Technical Activation Failure: You experience technical difficulties during or immediately after activation, and our customer support team is unable to resolve the issue after reasonable troubleshooting efforts
- Service Not Delivered: The eSIM activated but no data connectivity was established due to issues within our control
- Incorrect Plan Delivered: The activated eSIM does not match the plan you purchased (e.g., wrong country coverage, wrong data allowance)
Partial Refund May Be Available When:
- Service Degradation: You experienced significant service interruptions or reduced connectivity due to issues within our control, and some portion of your data plan was affected
- Early Termination Due to Technical Issues: You can no longer use the service due to persistent technical problems that arose after initial successful use
- Incorrect Plan Delivered: The activated eSIM does not match the plan you purchased (e.g., wrong country coverage, wrong data allowance)
No Refund Available When:
- You have used a substantial portion of your data allowance without experiencing service issues
- Poor network connectivity is due to external factors beyond our control, such as local network restrictions, government-imposed blocks, natural disasters, or lack of coverage in certain areas
- Device incompatibility that was disclosed in our product specifications prior to purchase
- You changed your travel plans after activation and successful use of the service
- The eSIM functioned as intended but you no longer need it
Important Note: Each case involving an activated eSIM will be reviewed individually. We assess factors such as data usage, time since activation, nature of any technical issues, and your specific circumstances to determine the appropriate resolution.
3. How to Request a Refund
To request a refund, please follow these steps:
Step 1: Submit Your Request
Email our customer support team at help@esimplify.net with the following information:
- Your order number
- Proof of purchase (receipt or confirmation email)
- eSIM activation status (activated or not activated)
- If activated, the date and time of activation
- A detailed explanation of the reason for your refund request
- Any supporting documentation (e.g., screenshots of errors, activation issues, connectivity problems)
You may submit a refund request at any time, regardless of when you made your purchase or whether your eSIM has been activated.
Step 2: Acknowledgment
Our team will acknowledge receipt of your refund request within 1 business day. We may contact you for additional information or to attempt troubleshooting before processing the refund.
Step 3: Review and Assessment
Each refund request is assigned to a support specialist for thorough review. The initial assessment will be completed within3 business day. During this time, we will:
- Verify your order details and activation/usage status
- Review any technical issues reported
- Check service logs and connectivity data
- Assess eligibility based on our refund policy
- Attempt to resolve any technical issues if applicable
- Determine the appropriate resolution (full refund, partial refund, or alternative solution)
Step 4: Decision and Processing
You will receive a formal decision on your refund request within10 business day of the initial submission. Our decision notification will include:
- Whether your refund has been approved (full or partial) or denied
- Clear explanation of the decision based on our policy
- Refund amount if applicable
- Expected timeline for fund receipt
If additional time is required due to complexity or the need for third-party verification, we will notify you in writing with an updated timeline.
Step 5: Refund Issuance
If your refund is approved, the refund amount will be processed to your original payment method within14 business day from the date of approval. The total timeline from request to fund receipt may vary depending on your financial institution's processing times, but our processing commitment is 14 business days.
4. Cancellation Procedure
4.1 Cancellation Before Activation
If you wish to cancel your order before activating the eSIM, you may do so at any time and receive a full refund. Process:
- Email help@esimplify.net with your order number and cancellation request
- We will confirm your eSIM has not been activated
- Your cancellation will be processed immediately
- Full refund will be issued within 14 business days
There are no fees or penalties for cancelling an unactivated eSIM.
4.2 Cancellation After Activation
If you wish to cancel after your eSIM has been activated, your eligibility for a refund depends on the circumstances outlined in Section 2.2 above.
When Cancellation Results in Full Refund:
- Technical activation failure that cannot be resolved
- Service was not delivered despite activation
- You received an incorrect plan that does not match your purchase
When Cancellation May Result in Partial Refund:
- You experienced significant service issues that prevented normal use
- Technical problems arose after initial successful use
- Service degradation due to issues within our control
When Cancellation Does Not Result in Refund:
- You have used the service successfully and no longer need it
- You changed your travel plans after using the eSIM
- Service worked as intended but external factors affected your experience
- You have consumed a substantial portion of your data allowance without issues
Process for Post-Activation Cancellation:
- Email help@esimplify.net with your order number, activation date, and detailed reason for cancellation
- Include any evidence of technical issues or service problems
- Our team will review your usage history and service logs
- We will provide a decision within 10 business days
- If approved, refund will be processed within 14 business days from approval
4.3 Order Modification
If you need to modify your order before activation (e.g., change destination, upgrade data plan), please contact us as soon as possible. We will accommodate modification requests without additional fees, subject to any price differences between plans.
Modifications after activation are generally not possible due to the nature of eSIM technology.
| Stage | Timeline |
|---|---|
| Request Acknowledgment | 1 business day |
| Initial Assessment | 3 business day |
| Final Decision | 10 business day |
| Refund Processing (from approval) | 4 business day |
| Total Maximum Timeline | Up to 24 business days. (10 days for decision + 14 days for processing) |
Note:Business days exclude weekends and statutory holidays. The timeline begins from the date we receive your complete refund request with all necessary information
6. Partial Refunds
Partial refunds are calculated based on:
- Percentage of data plan used
- Duration of service issues or outages
- Time between activation and reported problems
- Impact of technical issues on your ability to use the service
The specific refund amount will be clearly communicated to you before processing. You will have the opportunity to accept or decline the partial refund offer.
7. Refund Method
All refunds will be issued to the original payment method used for the purchase. We cannot process refunds to different payment methods or accounts. If your original payment method is no longer valid or accessible, please contact us to discuss alternative arrangements.
8. Exchanges
Instead of a refund, you may be eligible for an exchange to a different eSIM plan if:
- You purchased the incorrect plan before activation
- Your travel plans changed before activation
- A technical issue prevented use of your original plan
Exchanges are subject to availability and may require payment of any price difference between plans. Exchanges after activation are evaluated on a case-by-case basis.
9. Contact Information
For any questions or concerns regarding refunds, cancellations, or this policy, please contact us at help@esimplify.net.
10. Policy Updates
We reserve the right to update this Returns, Refunds, and Cancellations Policy at any time. Any changes will be posted on our website with an updated "Last Updated" date. Your continued use of our services after any changes constitutes acceptance of the updated policy.
10. Dispute Resolution
If you are not satisfied with our refund decision, you may request an escalation to our management team for further review. Please clearly state "Escalation Request" in your email subject line and provide all relevant details and previous correspondence.
We aim to resolve all disputes fairly and in good faith.