Refund Policy

Last updated: November 25, 2025

At Triq eSIM, we aim to provide reliable, high‑quality eSIM services. This Refund Policy explains when refunds are available and how to request one. Nothing in this policy limits any non‑waivable consumer rights under applicable law.

1) Key Definitions

Activation
Activation occurs when either (a) the eSIM profile is downloaded/installed on the device (status “Installed”), or (b) any mobile data session greater than 1 KB is recorded on the eSIM—whichever happens first.

Service Error (by Triq eSIM)
A Service Error is strictly limited to: (1) non‑delivery of the purchased eSIM QR/profile to the customer; or (2) activation impossible despite the device being unlocked and eSIM‑compatible, as verified by our system logs and network partner; or (3) a verified network outage exceeding 24 consecutive hours within a published coverage area for the plan.

Duplicate Transaction
Two or more successful charges for the same Order ID where only one eSIM was delivered.

2) Eligibility for Refunds

We will consider refunds in the following cases:

• Service Errors by Triq eSIM (as defined above).
• Duplicate Transactions (as defined above).

We do not provide refunds for:

• Change of mind, buyer’s remorse, or unused services after Activation.
• Device incompatibility or device lock where the customer did not confirm compatibility/unlock status at checkout, or the device fails our checker/attestation.
• Coverage/speed/quality variability inherent to mobile networks where service is otherwise available.
• Incorrect purchases made by the customer (e.g., wrong country/region/plan) unless a Service Error applies.

Partial (line‑item) refunds: For orders containing multiple eSIMs, any approved refund will be applied only to the affected eSIM(s), not the entire order.

3) Timeframe for Requests

• Submit your refund request within 48 hours of the payment timestamp (UTC).
• Requests made after this window may be denied. To reduce chargebacks and ensure fairness, we may, at our sole discretion, offer goodwill credits or other resolutions beyond 48 hours.

4) How to Request a Refund

Step 1 — Contact Support
Email: help@esim.triq.com with the subject line “Refund Request — Order ID”.

Step 2 — Provide Evidence
Include all of the following so we can investigate quickly:

• Order details: Order ID, date/time of purchase, amount, and payment receipt.
• Device details: Make/model and OS version, confirmation that the device is unlocked and eSIM‑capable.
• Identifiers: EID of the device and ICCID of the eSIM (if issued).
• Screenshots/logs: Installation status, error messages, network indicators, and any carrier/device error prompts.
• Consent to verification: Acknowledge that we may verify logs with our network partner to diagnose Service Errors.

We may request additional information (e.g., brief connectivity diagnostics) to complete the investigation. Failure to provide reasonable evidence may result in denial.

5) Review, Approval & Processing Times

• We’ll review your request and notify you of approval or denial.
• If approved, we submit the refund to your original payment method within 3–5 business days. Posting times depend on your bank or payment provider.
• Refunds are issued in the original currency and amount paid. Bank fees, FX differences, and third‑party charges are not reimbursed.
• Promo codes, vouchers, and credits are non‑refundable and have no cash value.

6) Anti‑Fraud & Abuse

• We may limit or refuse refunds where there is excessive refund activity, suspected abuse, or fraudulent behavior.
• We may require identity verification where appropriate.
• We may deny requests based on inconsistent evidence or misuse.

7) Chargebacks & Disputes

Please contact us first at help@esim.triq.com so we can investigate and resolve issues quickly. If you file a chargeback, we will provide our findings and evidence (including installation and network logs) to your payment provider.

8) Compatibility, Coverage & Customer Responsibilities

• You are responsible for ensuring your device is unlocked and eSIM‑compatible before purchase. Where available, use our compatibility guidance and confirm at checkout.
• Coverage maps are indicative and subject to local conditions; speeds and latency vary by location, device, and network load.
• Triq eSIM is not responsible for restrictions imposed by your device manufacturer, OS, or local carriers.

9) Policy Changes

We may update this policy from time to time. The “Last updated” date above reflects the latest version. Changes apply to purchases made after the updated date unless otherwise required by law.

10) Contact

For questions or to submit a refund request: help@esim.triq.com