Cancellation and Refunds Policy

1.At a glance

2.Your 14-day right to cancel

1. 2.1If you are a consumer, you may cancel a purchase within 14 days of the day of purchase without giving a reason.
2. 2.2An eSIM is digital content supplied immediately. Its QR code and activation code can be installed on any compatible device, so once we have delivered them to you they cannot be taken back. At checkout you ask us to supply the eSIM straight away and confirm that you lose the right to cancel once it has been delivered. We confirm this, with the time of delivery, on your receipt. Until delivery, the right to cancel applies in full.
3. 2.3A premium number is reserved for you alone the moment it is assigned and is taken off sale. At checkout you confirm that the premium fee cannot be refunded once the number is assigned.
4. 2.4A bundle or a top-up is a service. When you ask it to start at once, you confirm that you lose the right to cancel once you begin to use it. A bundle or top-up that has not been used at all can still be cancelled within 14 days.

3.How to cancel

1. 3.1Tell us clearly that you want to cancel, by writing to [email protected] or to [email protected] or Telegram @fullesimsupport. Include your number or order reference and a one-time support code from your panel; never send your access code.
2. 3.2You may use the model cancellation form in section 7, but you do not have to.
3. 3.3To meet the deadline, it is enough to send your message before the 14 days end.

4.How and when refunds are paid

1. 4.1We refund within 14 days of receiving your cancellation.
2. 4.2Card payments are refunded to the same card. It may take your bank a further few days to show it.
3. 4.3Crypto payments are refunded in the same currency, at the amount originally paid in that currency, to an address you give us. We cannot refund to a different currency or to a third party.
4. 4.4We do not charge a fee for refunds.

5.When the service does not work

1. 5.1If the eSIM cannot be installed on a compatible device, or the service does not work as described because of a fault on our side or a partner network, tell us. We will try to fix it first.
2. 5.2If we cannot fix it within a reasonable time, we will refund or credit the part of the service you could not use. This applies even after the 14 days and even after installation.
3. 5.3This does not apply where the problem comes from an incompatible or locked device, from use in a country or service not on the register, or from breaking our Terms of Service.

6.Chargebacks

1. 6.1Please contact us before asking your bank to reverse a payment. If something is wrong, section 5 applies and we can usually resolve it within a day.
2. 6.2For every order we keep the evidence a card issuer asks for: your confirmation at checkout, the time the eSIM was delivered, when it was installed where the network reports it, and the calls, SMS and data used on the line. We send this evidence to your card issuer whenever a payment for a service that was delivered or used is disputed.
3. 6.3As soon as a chargeback is opened, the line it paid for and any line paid for with the same card are suspended, and your balance is frozen, until the dispute is closed.
4. 6.4If a payment for a service that was delivered is charged back and not withdrawn, the line is ended and its number, including a premium number, is withdrawn and cannot be returned to you. We may refuse future orders from the same card or access code and may pursue the amount owed.
5. 6.5Where a card was used without its owner’s permission, we cooperate with the card issuer and, where appropriate, the authorities.
6. 6.6Cryptocurrency payments cannot be reversed by a bank. Refunds of crypto payments are made only as set out in section 4.
7. 6.7Nothing in this section limits a right you have under the law or under your card scheme’s rules where we have actually failed to supply what you paid for.

7.Model cancellation form

Complete and return this form only if you wish to cancel.

The form does not ask for your name or address because we do not hold them. Your number or order reference is enough for us to find the purchase. See also our Terms of Service.

8.Your statutory rights

Nothing in this policy affects your statutory rights as a consumer.