Refund policy

Effective Date: December 16, 2024
Last Updated: December 16, 2024

Our Commitment

At KepeSIM, customer satisfaction is our priority. We understand that sometimes things don't go as planned, and we're committed to making things right. This policy outlines when refunds are available for our eSIM services.

Understanding Digital Products

eSIMs are digital products delivered instantly via email. Unlike physical products, they cannot be "returned" in the traditional sense. However, we offer refunds in specific situations outlined below.

When You Can Get a Full Refund

1. Before eSIM Activation

  • Full refund available if you haven't activated your eSIM
  • No questions asked - we'll process your refund immediately
  • Contact us at support@kepesim.com within 180 days of purchase

2. Device Incompatibility

  • Full refund if your device doesn't support eSIM technology
  • Applies if: You were unaware your device wasn't compatible
  • We'll help you check compatibility before issuing a refund

3. Wrong Plan Purchased

  • Full refund if you accidentally purchased the wrong plan
  • Must request before activation
  • We can also help you exchange for the correct plan

4. Technical Issues Caused by Us

  • Full refund or replacement if the eSIM doesn't work due to our service failure
  • Examples: Invalid QR code, activation errors, network issues on our end
  • We take full responsibility for service problems

After eSIM Activation

Once you've activated your eSIM and it's working, refunds are evaluated case-by-case based on:

Situations We'll Consider:

  • Severe service disruption not caused by local network conditions
  • Coverage issues significantly different from what was advertised
  • Data not working despite following all setup instructions
  • Technical problems that we cannot resolve

What We'll Do:

  • Investigate the issue thoroughly
  • Provide technical support to resolve the problem
  • Offer a partial refund for unused data (at our discretion)
  • Provide a replacement eSIM if appropriate
  • Issue a full refund if we cannot fix the issue

What's Not Refundable

We cannot provide refunds in these situations:

❌ Change of travel plans - If you no longer need the eSIM
❌ Forgot to activate - If you didn't use the eSIM during validity period
❌ Poor local network conditions - Issues caused by the local carrier network
❌ Used all data - After you've consumed your full data allowance
❌ Expired plans - After the validity period has ended
❌ Violation of terms - If you've misused the service

How to Request a Refund

Step 1: Contact Us

Email: support@kepesim.com
Include:

  • Your order number
  • Reason for refund request
  • Description of any issues experienced

Step 2: We'll Respond

  • Response time: Within 24 hours
  • We may ask for additional information to process your request
  • Screenshots or error messages can help us resolve issues faster

Step 3: Resolution

  • Refund approved: Processed within 5-10 business days
  • Alternative offered: We may suggest a replacement or different solution
  • Refund denied: We'll explain why and offer alternatives if possible

Refund Processing Time

  • Credit/Debit Card: 5-10 business days (depends on your bank)
  • PayPal: 2-5 business days
  • Other payment methods: 5-10 business days

Note: The time it takes for the refund to appear in your account depends on your payment provider.

Partial Refunds

In some cases, we may offer a partial refund based on:

  • Amount of data used vs. data purchased
  • Time remaining on the plan
  • Nature of the issue encountered

Partial refunds are calculated fairly and explained clearly before processing.

Exchanges and Replacements

Instead of a refund, you may prefer:

  • Exchange for a different plan (before activation)
  • Replacement eSIM if there was a technical issue
  • Additional data if you ran out sooner than expected

Let us know what works best for you!

Our Guarantee

✅ We take full responsibility for service issues within our control
✅ Fair evaluation of every refund request
✅ 24-hour response time to all refund inquiries
✅ Customer-first approach - we want you to be satisfied
✅ No hidden fees - you only pay the advertised price

Special Circumstances

We understand that unexpected situations arise:

  • Medical emergencies affecting travel plans
  • Natural disasters in your destination
  • Government travel restrictions

While these situations don't automatically qualify for refunds (especially after activation), we'll work with you to find a fair solution. Contact us to discuss your specific circumstances.

Reloadable Plans

For reloadable eSIM plans:

  • Unused reload credits can be refunded before use
  • Active plans follow the same refund policy as above
  • Contact us if you want to cancel before reloading additional data

Questions About Refunds?

We're here to help! Contact us at:

Email: support@kepesim.com
Response Time: Within 24 hours
Support Hours: We respond to all inquiries 7 days a week

Changes to This Policy

We may update this refund policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Significant changes will be communicated via email to existing customers.

Consumer Rights

This policy doesn't affect your statutory rights. Depending on your location, you may have additional consumer protection rights under local law.

EU Customers: You have the right to cancel within 14 days under EU Consumer Rights Directive, unless you've agreed to immediate performance (eSIM activation).

Other Jurisdictions: Local consumer protection laws may provide additional rights.

Contact Us

For refund requests or questions about this policy:

Email: support@kepesim.com
Subject Line: "Refund Request - [Order Number]"

We're committed to resolving all refund requests fairly and promptly!

KepeSIM - Your Trusted Global eSIM Provider