01ESIM / LEGAL
Refund policy
Last updated 4 September 2026
Every refund request is reviewed manually. No refund funds are sent without the owner's explicit approval of that case.
1. Owner review and approval
Confirmed non-issuance helps establish the affected item's eligible value, but does not approve a refund. Every request, including payment exceptions and supplier cancellations, requires manual owner review and explicit approval before funds are sent. Other ready items in the same order remain valid.
2. Issued profiles
After QR and manual activation details are successfully issued, every request is reviewed manually. Installation problems, an incompatible or locked device, deleted profiles, or use outside coverage do not automatically qualify.
3. Wallet address
A refund requires a wallet address compatible with the original asset and network. Sending an incompatible address can make funds unrecoverable. Processor and network costs may apply where permitted.
4. Payment exceptions
Wrong-amount payments do not trigger fulfillment and enter manual review. Overpayments accepted as paid_over are tips and are not refundable. AML-locked payments stop fulfillment and create a refund case, subject to the payment processor's ability to return funds.
5. Policy review pending
This operational policy draft is pending counsel review. The approval process does not override applicable statutory rights.