6. Refunds
Customer Rights for Refunds or Replacements
If a Customer is unable to use the Services due to an error or omission by eSIM Station, they have the right to request a refund or replacement of their eSIM. Refund requests must be made within thirty (30) days of the purchase date. However, eSIM Station is not obligated to issue a refund if the issue is resolved within ten (10) days after the Customer reports the problem to eSIM Station.
The Customer agrees to cooperate with eSIM Station to resolve such issues. If the Customer refuses or fails to cooperate, eSIM Station has no obligation to issue a refund.
Validity of Data Packages: Each data package provided by eSIM Station has its own validity period. Once this period expires, no refund will be issued for any remaining data.
Conditions for Refunds
Compensation Limitations:
No refunds or payments will be made for charges incurred from other phones, SIM cards, service providers, or hotel telephones that are not directly linked to the Customer's eSIM Station account.
Fraudulent Purchases:
eSIM Station reserves the right to deny refunds if there is evidence of misuse, violation of eSIM Station's Terms and Conditions, or any fraudulent activity related to the use of eSIM Station products or services.
Unauthorized Purchases:
Customers must immediately report any suspected unauthorized purchases to eSIM Station. Refunds for unauthorized purchases will only be processed after a thorough investigation and confirmation by eSIM Station. Accounts linked to fraudulent activity may be suspended.
Accidental Purchases:
Once an eSIM has been installed, it is considered used, and no refund will be issued unless explicitly stated otherwise.
Incorrect Charges:
If a Customer reasonably disputes a charge, they must notify eSIM Station within twelve (12) days of the charge, providing details about why the charge is incorrect and, if possible, the amount they believe is accurate.
Exchanges:
eSIMs purchased using credits earned entirely through coupons may be exchanged within 30 days of the purchase date.
Other Reasons:
If a refund request does not fall under the above categories, eSIM Station will review the request on a case-by-case basis. Approved refunds may be subject to a processing fee. Refunds will not exceed the total amount paid by the Customer.
Refund Process
Customers must contact eSIM Station's support team via in-app chat or web chat to request a refund. The above refund policy will apply.
Depending on the nature of the issue, Customers may be required to provide additional information, such as screenshots of device settings for technical issues or detailed explanations about disputed charges.
Refunds can be issued via the original payment method or as credits (e.g., eSIM Station Credits) for future use.
Once approved, refunds may take up to thirty (30) business days to appear in the Customer's account, depending on the bank.
For End Customers Purchasing via Resellers
End Customers who purchase eSIM Station services through resellers do not have the right to claim refunds directly from eSIM Station. Refund requests must be directed to the Corporate Users of eSIM Station acting as resellers. While eSIM Station is committed to customer satisfaction, transactions through indirect sales channels must comply with the policies of reseller partners.
For Corporate Users
Refunds for transactions directly between Corporate Users and eSIM Station may be issued in the form of eSIM Station Credits or credit notes. This flexible approach allows Corporate Users to apply these credits or notes toward future purchases or services on the eSIM Station platform.