Refund Policy
We want every customer to feel confident buying their eSIM plan. This policy explains when refunds may be available, when they are not, and how to request support for technical issues.
1. General Policy
All eSIM plans are digital products that are delivered electronically and activated through your device. Because the service is delivered immediately and is designed for use in a specific travel window, refund eligibility depends on whether the eSIM has been activated, used, or downloaded successfully.
In general, if the eSIM has not been activated and the purchase is not used, a refund may be available. Once the eSIM is activated and connected to a local network, the plan is typically considered consumed.
2. Refunds Before Activation
If your order is cancelled before activation, or if the eSIM is not delivered due to a technical issue, we may refund the full purchase price after reviewing the order and verifying the circumstances.
Refunds may also be considered if the device is incompatible with eSIM technology and the plan was not installed or used. We may request proof of compatibility, a screenshot, or additional details before approving the refund.
3. Refunds After Activation
Once an eSIM has been activated and used, a refund is usually not available unless there is a clear technical issue on our side or the service did not work as described and cannot be resolved.
If the plan was activated but failed to connect due to a failure in our provisioning process, we may review the case and offer an alternative solution or partial credit where appropriate.
4. Technical Problems and Support Cases
If you experience a problem with installation, activation, provisioning, or data connectivity, please contact us promptly. Provide your order number, the email address used at checkout, and any screenshots or error information available.
We will review the issue and, where appropriate, may issue a replacement activation, offer troubleshooting support, or provide a refund if the service did not work due to a clear fault.
5. Non-Refundable Situations
Refunds are generally not available when:
- The eSIM was successfully delivered and activated by the customer.
- The customer changed travel plans after purchase.
- Network coverage or data speed was weaker than expected due to local conditions.
- The customer purchased the wrong plan or chose a plan unsuitable for their device.
- The customer used the data and validity period without reporting a technical issue.
6. Timeline for Refund Processing
Once a refund request is approved, the payment provider may take several business days to process the refund back to the original payment method. Timing can vary depending on your bank or card issuer.
We aim to review refund requests promptly and communicate next steps clearly by email.
7. Chargebacks and Disputes
If you have a question about your purchase, we ask that you contact us before filing a chargeback with your card issuer. We will investigate the issue and try to resolve it directly with you.
Chargebacks raised without first giving us the opportunity to resolve the dispute may delay or complicate the resolution process.
8. Contact
If you believe your order qualifies for a refund or you need help troubleshooting a delivery or activation issue, contact us:
- Email: kontakt@doktorly.de
- WhatsApp: +49 152 000 0000