Refund Policy
We want you to have a great experience with Qonnect. If something isn't right with
your eSIM purchase, we're here to help. This Refund Policy explains when you may
be eligible for a refund and how to request one. It is designed to be fair and clear, in
line with consumer rights (including EU regulations) and our own commitment to
customer satisfaction.
1. 14-Day Money-Back Guarantee (Unactivated eSIMs): If you purchased a
Qonnect eSIM plan but have not activated or installed the eSIM on your device,
you are eligible for a full refund if you request it within 14 days of the purchase date.
This "no questions asked" refund is our way of honoring the EU 14-day withdrawal
right for consumers worldwide as a courtesy. We understand that plans change – if
you simply changed your mind or won’t be needing the eSIM, as long as you haven’t
activated it, we will refund you upon request within this timeframe.
2. Technical Issues on Our Side: If you did activate the eSIM (or attempted to) and
encountered technical problems that prevented you from using the service as
intended, you may be eligible for a refund or replacement, even if the eSIM was
activated. Specifically:
• If a technical issue with our eSIM or our partner networks caused the eSIM
not to function at all (e.g., you could not connect to any network or use any
data), and our support team is unable to resolve the issue for you in a
reasonable time, we will refund your purchase upon confirmation of the
problem.
• If the service worked initially but was significantly impaired due to an issue on
Qonnect’s side or our network partners (e.g., a widespread outage in the
network for a substantial portion of your plan’s validity), we may offer a partial
refund or credit as appropriate.
• We may first offer a solution such as a replacement eSIM or alternate plan to
solve the issue. If that still doesn’t resolve it, a refund will be processed.
3. User Responsibility and Device Issues: We strive to assist with any problem,
but certain situations will generally not qualify for refunds, including:
• Incompatibility or device issues that are outside our control (for example, if
your phone is not eSIM-capable, is locked to another carrier, or if you didn’t
follow setup instructions correctly). We will help try to troubleshoot, but if the
issue is due to your device or not following guidelines, refunds may not apply.
• If you traveled to a region not covered by the plan you purchased (e.g., you
bought a “Europe” eSIM and then went to a country outside that coverage), or
otherwise used the service in a way that it wasn’t intended, we cannot provide
a refund for lack of service.
• Minor inconveniences such as occasional slow speeds or temporary coverage
gaps, which can happen in any wireless service, would not typically warrant a
refund, especially if the service was otherwise usable. However, if you feel the
quality was consistently unacceptable, please contact us to discuss; we
handle these on a case-by-case basis.4. Activated eSIM (Change of Mind): Once an eSIM plan is activated and working,
it is considered used. In general, we do not provide refunds simply because you no
longer need the plan or didn’t use all the data. For example, if you activate a
5GB/30-day plan and then only use 1GB or decide not to use it further, the remaining
data is not refundable. This is standard for digital telecom products. The plan will
remain available until it expires, and you can continue to use it until then, but if you
choose not to, that is your discretion. We encourage you to purchase plans that
match your expected usage to avoid significant unused data.
5. Expired Plans: No refunds will be issued for unused data or days on an expired
eSIM plan. Each plan has a validity period (e.g., 7 days, 30 days from first use). After
that period, any unused data is forfeited. We clearly communicate the validity when
you purchase. It is the user’s responsibility to use the plan within that time. If for
some reason you were unable to use the service at all during the validity period due
to an issue on our end (as covered in section 2), please contact us and we will
review it.
6. Duplicate Purchases or Mistaken Orders: If you accidentally purchased the
same plan twice or bought the wrong plan (e.g., wrong region) and have not used
one of them, contact us immediately. We understand mistakes happen. If the eSIM is
unactivated, we can refund or exchange the mistaken purchase (especially if you
buy another correct one). If both were activated, refunds might not be possible, but
we’ll look at it case by case (for example, if absolutely no data was used on one of
them, we might consider a courtesy refund).
7. Fraudulent or Unauthorized Transactions: If you notice a charge for Qonnect
that you believe is fraudulent (e.g., you did not make the purchase) or unauthorized:
• Please contact us right away at support@qonnect.com with details. We may
ask for information to verify your identity and the transaction.
• We take fraud seriously. If we confirm the transaction was unauthorized, we
will refund the amount. We may also deactivate any eSIM or account obtained
via a fraudulent purchase.
• Note: Filing a dispute or chargeback with your bank for a transaction without
first giving us the opportunity to address it may lead to delays. We urge you to
work with us; if a chargeback is filed, we may have to suspend the associated
account for security reasons while under investigation.
8. Abuse of Refund Policy: We offer refunds in good faith for the situations
described, but abuse of this policy (for example, repeatedly buying eSIMs and asking
for refunds without valid reasons, or attempting to use most of the data and then
claim a refund) is not permitted. If we detect patterns of abuse, we reserve the right
to decline further refunds to that customer and/or terminate service in accordance
with our Terms. Fraudulent activity (like using a service then falsely claiming non-
use) may also result in account suspension.
9. How to Request a Refund: To request a refund, please contact our customer
support team at support@qonnect.com. Include the following details for faster
processing:• Your order number or transaction ID (as shown in the confirmation email or
your account order history).
• The email address used for the purchase (if different from the one you’re
emailing from).
• A description of the issue and the reason you’re requesting a refund. (If it’s
because you changed your mind and didn’t use it, just let us know. If it’s a
technical issue, please describe what happened so we can document and
improve.)
• Any relevant screenshots or error messages (for technical issues).
Our team will typically respond within 1–2 business days. We may ask for additional
information or suggest troubleshooting steps if applicable. If your refund is approved,
we will process it and you will receive a confirmation.
10. Refund Method and Timing: Refunds, once approved, will be issued to the
original payment method you used. For example, if you paid with a credit card, the
refund will go back to that card; if you paid via some digital wallet (if offered), it goes
back there. Please note:
• It may take a few business days for the refund to appear on your account.
Credit card refunds can take 5–10 business days depending on your bank’s
processing times. We issue them promptly on our end, but the bank or card
network handles the rest of the journey.
• If for some reason a refund to the original method is not possible (e.g., the
card is now closed), we will work with you to find an alternative (such as store
credit or another method), but our default is always to the original payment
source to prevent fraud and keep a clear audit trail.
• Currency fluctuations: If you paid in a currency and your card operates in
another, minor differences might occur due to exchange rates between
charge and refund. This is out of our control. We refund the exact amount in
our base currency, and your bank converts it. We are not responsible for
slight differences due to currency or any foreign transaction fees your bank
charges.
11. Other Remedies: Our goal is to fix problems. So if you come to us with an issue,
aside from refunds, we might offer alternatives:
• If you’re willing, we can try issuing a replacement eSIM for you to see if that
resolves a technical issue (sometimes problems can be unique to a particular
profile).
• If network coverage was the issue in one country, perhaps we can offer an
alternative plan that uses a different carrier.
• If you only had an issue in part of your trip, we might consider giving a partial
credit for future use instead of a cash refund, if that suits you (only with your
agreement).
Any such alternatives will be discussed with you; you’re not obliged to accept a credit
or alternate service if you prefer a refund and are eligible for it.12. Non-Refundable Situations (Summary): To set clear expectations, here’s a
summary of cases where refunds will generally NOT be given:
• You activated and fully used the service (or major part of it) without issues,
and then afterward request a refund claiming you didn't need it. (Considered
buyer’s remorse after consumption – not eligible.)
• You missed the 14-day window for an unactivated eSIM and simply changed
your mind later (unless local law gives you longer and it applies).
• You didn’t follow setup instructions (like you forgot to turn on data roaming on
your device, causing it not to work initially) and the service time passed
without use. We expect users to follow the guidance provided; our support is
available to help in real time if contacted.
• The issue was on the user’s side (device malfunction, OS bugs, etc.) and not
something we caused or can control, and user did not allow us an opportunity
to help.
• Any case of policy abuse or violation of terms (if your account was terminated
due to violating our terms, you forfeit refund rights for unused service unless
required by law).
13. Legal Rights: This Refund Policy is intended to be consistent with applicable
consumer protection laws. In the event of any conflict between this policy and a right
you have under law, we will honor the applicable law. For instance, if your local law
grants you a longer cooling-off period or specific cancellation rights, those will apply
(to the extent they cannot be waived). We do not seek to limit any statutory
warranties or rights that cannot be limited by contract.
14. Stripe and Payment Compliance: As a Stripe-verified business, we maintain
transparent and fair refund practices. This policy is part of ensuring compliance with
card network rules and Stripe’s requirements. Should a chargeback or dispute arise,
we may refer to this policy and our communications to demonstrate the resolution we
offer. We always prefer working directly with you to resolve issues rather than
through bank disputes, as it is faster and more straightforward for both parties.
15. Contact for Refunds: Always reach out to support@qonnect.com for any
refund-related questions or requests. If you are not satisfied with how your request is
handled, you can ask for escalation. We are committed to customer satisfaction and
will review escalated issues by management if needed.
