REFUND POLICY

Last Updated: 2025-08-23

1. INTRODUCTION

This Refund Policy ("Policy") applies to all purchases made through TAOSIR LTD ("Company", "we", "us", or "our"). This Policy forms part of our Terms & Conditions and governs all refund requests for our eSIM services.

2. ELIGIBLE REFUND CONDITIONS

We provide refunds under the following circumstances:

2.1 Unactivated eSIM Services

eSIM QR codes that have not been activated within 30 days of purchase
The eSIM must remain completely unused and unactivated

2.2 Device Incompatibility

Your device is not compatible with our eSIM services
Compatibility issues must be verified through our technical support process
Device compatibility must be attempted and confirmed unsuccessful

2.3 Technical Failures

Technical issues on our end that prevent proper service delivery
eSIM activation failures due to problems with our systems or supplier systems
Service defects that are attributable to our platform or authorized suppliers

2.4 Activated but Unused eSIM Services

eSIM has been activated but data services have not been used
Refund is subject to our approval on a case-by-case basis
Must be requested within the eligible timeframe

3. NON-REFUNDABLE SITUATIONS

We do NOT provide refunds in the following circumstances:

3.1 Data Usage Commenced

Once you have started using data from the eSIM package, no refunds will be provided
Even minimal data usage (including background app data) disqualifies the service from refund eligibility

3.2 Customer-Related Issues

User error in eSIM installation or activation
Change of mind or travel plan changes
Misunderstanding of service coverage or data allowances
Loss or damage to customer's device
Incorrect purchase or ordering errors by the customer

3.3 Network and Coverage Issues

Poor network coverage in specific locations
Network speed variations in different areas
Local carrier network outages or maintenance
Regional network restrictions or limitations
Signal strength issues related to geographic location

3.4 Third-Party Issues

Issues arising from local network operators
Problems with third-party services or applications
Government restrictions or regulations in specific countries

4. REFUND REQUEST PROCESS

4.1 Technical Support Requirement

Before requesting a refund, you MUST first contact our technical support team
Our support team will attempt to resolve the issue within reasonable limits
Refund requests may only be submitted after technical support has been unable to resolve the issue

4.2 How to Request a Refund

Email: support@esimnb.com
WhatsApp: +86 15375516078

4.3 Required Information

Your refund request must include:

Order Number OR ICCID of the eSIM
Detailed reason for the refund request
Description of troubleshooting steps already attempted
Device model and operating system (for compatibility issues)
Screenshots or error messages (if applicable)

4.4 Request Timeframe

All refund requests must be submitted within 30 days of the original purchase date
Requests submitted after 30 days will not be considered

5. REFUND PROCESSING

5.1 Review Process

We will review your refund request within 48 hours of submission
Additional information may be requested during the review process
We reserve the right to investigate claims and request supporting documentation

5.2 Approval and Denial

Refund approval is at our sole discretion based on the criteria outlined in this Policy
You will be notified of our decision via email
If denied, we will provide a clear explanation of the reason

5.3 Refund Method and Timeline

Refund Method: Refunds will be processed to the original payment method used for purchase
Processing Time: Approved refunds will be processed within 48 hours
Refund Timeline: Refunds typically appear in your account within 5-7 business days
No Fees: We do not charge any processing fees for approved refunds

6. PARTIAL REFUNDS

We do NOT provide partial refunds for partially used data packages
eSIM services are sold as complete packages and cannot be pro-rated
Once data usage begins, the entire package is considered consumed

7. REFUND LIMITATIONS

7.1 One-Time Policy

Each purchase is eligible for only one refund request
Multiple refund attempts for the same order will not be considered

7.2 Account Restrictions

Customers with excessive refund requests may be subject to account review
We reserve the right to refuse service to customers who abuse the refund policy

7.3 Currency and Exchange Rates

Refunds will be processed in the original currency of purchase
Exchange rate differences or currency conversion fees are not our responsibility

8. EXCEPTIONAL CIRCUMSTANCES

8.1 Force Majeure

In cases of extraordinary circumstances beyond our control, special refund considerations may apply
Such circumstances include natural disasters, government actions, or widespread network failures

8.2 Service Discontinuation

If we discontinue a specific service before delivery, full refunds will be automatically provided

9. DISPUTE RESOLUTION

9.1 Internal Resolution

We encourage customers to work with our support team to resolve refund disputes
Our customer service team has authority to make exceptions in appropriate circumstances

9.2 Escalation Process

If you disagree with our refund decision, you may escalate the matter through our formal dispute process
All disputes are subject to the arbitration clauses outlined in our Terms & Conditions

10. POLICY UPDATES AND CHANGES

This Refund Policy may be updated from time to time
Changes will be posted on our website with an updated "Last Updated" date
Continued use of our services after policy changes constitutes acceptance of the new terms
Existing purchases will be governed by the policy in effect at the time of purchase

11. CONTACT INFORMATION

For refund requests or questions about this policy:

TAOSIR LTD
Email: support@esimnb.com
WhatsApp: +86 15375516078
Support Hours: 9:00 AM - 6:00 PM (UTC+8)

12. ADDITIONAL TERMS

This Refund Policy is subject to applicable consumer protection laws
In case of conflict between this Policy and local consumer laws, the more consumer-friendly provision will apply
This Policy should be read in conjunction with our Terms & Conditions
All refund decisions are final unless otherwise required by law

Important Note: This policy is designed to balance customer satisfaction with business sustainability. We encourage all customers to carefully review service descriptions and compatibility requirements before purchase to avoid the need for refunds.