Draft refund guidance for prepaid digital eSIM plans.
Draft pending legal review. This is working copy, not a final policy. TODO: Confirm the business identity, service practices, providers, timelines, applicable law, and consumer rights before accepting real orders.
The supplied draft proposes a full refund for an unused, unactivated eSIM when the request is made within a set period and the order has not been used, expired, or cancelled. An activated eSIM would be reviewed case by case in limited circumstances. A change of mind after activation would not qualify under the proposed policy. TODO: Confirm the refund window and any activation-expiry deadline; the source contains unresolved [30]-day and expiry-date placeholders. Nothing here limits rights that cannot legally be excluded.
The draft proposes checking the eSIM’s real status with the supplier before cancelling and refunding an unused order. Installing a profile may not itself mean activation; activation can depend on first network connection or the start rule shown for a plan. Do not delete, reuse, or reinstall the profile while a request is being reviewed unless support or the supplier tells you to.
Once activated, an eSIM may not be cancellable automatically. The draft proposes reviewing a full or partial refund, replacement, or account credit where a sustained service failure in a covered country, verified technical fault, duplicate or accidental purchase with little use, or confirmed supplier/network outage prevented use. Any partial refund may account for data already consumed. These are proposed rules and require supplier and legal confirmation.
The proposed exclusions include an incompatible or network-locked device after the buyer confirmed compatibility; a wrong plan, destination, data amount, or validity after activation; user installation errors or deleting the profile; expired plans or passed activation deadlines; consumed data; unsupported countries or networks; changed travel plans or lost devices; third-party charges such as primary-SIM roaming, calls, or SMS; and suspected fraud or Terms breaches. Top-ups would follow the same proposed unused/activated rules. TODO: Confirm each exclusion, exceptions, and statutory consumer rights before launch.
Email support@simpli.pk with your order number, checkout email, and reason. For an activated eSIM, the supplied draft asks for screenshots of the issue and relevant eSIM or cellular settings. Do not send card security details or share an eSIM QR code publicly. TODO: Confirm this address and the proposed response target of [2] business days.
The draft proposes refunds to the original payment method and currency, issued within [3] business days after approval, with banks or card issuers potentially taking another [5–10] business days. It also leaves payment-processing and conversion fee handling unresolved. TODO: Confirm all processing timelines and fee rules with the payment provider.
The supplied draft asks customers to contact support before opening a payment dispute and notes that delivery, activation, or usage evidence may be shared with a payment processor when responding to a chargeback. It proposes preserving non-excludable statutory rights and includes an unresolved digital-content withdrawal waiver. TODO: Have qualified counsel confirm the dispute process and any withdrawal wording for each market.