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.