Refund & Cancellation Policy

This policy applies to eSIMs and Top-ups purchased directly from COMPANY NAME through solvetaesim.com. COMPANY NAME, company number COMPANY NUMBER, is the seller. Our registered office is COMPANY ADDRESS. Send refund and cancellation requests to info@solvetaesim.com.

This policy distinguishes change-of-mind cancellations from remedies for faulty, misdescribed or undelivered services. It does not exclude mandatory consumer rights. The 14-day period below is not a universal deadline for reporting faults, unauthorised payments or other legal claims.

You may request a change-of-mind cancellation within 14 calendar days, counted from the day after the purchase contract is concluded. Email us before the period ends. The date you send a clear cancellation request determines whether it was made in time, not the date support responds or finishes investigating.

If the eSIM has not been installed and none of the purchased service has been used, we will provide a full refund under this policy. This includes changing your travel plans, purchasing the wrong destination or discovering an incompatible device before installation. Merely receiving the QR code in the dashboard or by email does not disqualify an otherwise eligible request.

There is no fixed deadline for installing an eSIM, but this does not extend the 14-day change-of-mind period. Outside that period, a change-of-mind refund is not automatically available. You can still contact us, and any rights concerning non-delivery, faults, misdescription or other mandatory remedies remain unaffected.

The Plan validity period begins on successful installation and runs continuously. If you request cancellation after installation, contact us within the 14-day period wherever possible. Installation is not treated as an automatic waiver of every refund or cancellation right.

Where a statutory service-cancellation right applies and you expressly requested early performance after receiving the required information, a lawful deduction may reflect service supplied up to the cancellation request. The amount must be proportionate to the contract and explained; it is not an arbitrary activation or administration fee. Depending on the Plan and applicable law, service supplied may include the period of availability as well as allowances used.

Where the law permits a cancellation right to end after full performance, that occurs only when all required conditions have been met, including any express request and acknowledgement. If the required early-performance request or information was not obtained, we will not charge for early supply where the law prohibits it. Where no statutory right applies, a refund for an installed or used Plan is assessed on the facts rather than guaranteed solely because the request is within 14 days.

After requesting cancellation, stop using the affected Plan if reasonably possible and follow our instructions for deactivation. We may disable a cancelled or refunded profile. We will not require you to delete diagnostic evidence or disable essential communications before arranging a reasonable way to investigate the issue.

Contact us promptly if your QR code is missing or invalid, installation fails, a purchased feature does not work, the wrong Plan is supplied or service materially differs from its description. Provide the order reference, affected destination, device model, installation status and a short account of the problem. We will request only additional information reasonably needed to investigate.

We may first help correct settings or a provisioning problem, or offer an appropriate replacement with your agreement. If the service cannot be brought into conformity within the time and on the conditions required by law, we will provide the applicable price reduction, cancellation or refund. A partial refund must reasonably reflect the affected or unprovided part; a full refund may be due where the whole service has failed or the law requires it.

An incompatible or locked device, accidental profile deletion, lack of local coverage or incorrect settings does not produce the same outcome in every case. We will consider the information given before purchase, whether our compatibility or coverage statement was inaccurate, what was actually supplied and your legal rights. We will not reject a genuine fault claim solely because the eSIM was installed or some allowances were consumed.

Report connection problems while you are in the affected destination when reasonably possible. This can help us diagnose them, but contacting us after travel does not automatically extinguish a statutory claim. Screenshots or other evidence may be requested proportionately; support contact is not a requirement to surrender legal rights.

For duplicate, incorrect or suspected unauthorised charges, email us promptly with the transaction date, amount, currency and order reference if known. Do not send a full card number or security code. We will investigate and correct charges for which we are responsible. You may also contact your card issuer; we do not require you to withdraw a genuine payment dispute before considering your complaint.

A Top-up is a separate purchase with its own 14-day request period. We will consider whether it has already started or been consumed and whether it can be separated from the underlying Plan. The same statutory early-performance and fault rules apply. A Top-up does not restart the original Plan's cancellation period.

Refunds are made to the original payment method in the currency of the original transaction, unless another lawful method is expressly agreed or the original method cannot receive the refund. We do not substitute store credit without your agreement. A refund cannot exceed the amount actually paid for the affected purchase, except where a separate legal entitlement applies.

For a valid statutory cancellation, we will issue the refund without undue delay and within the deadline required by law, generally no later than 14 days after being informed of the cancellation. For other approved refunds, we will issue payment without undue delay and aim to do so within 14 calendar days of approval, unless a shorter legal deadline applies. Your card issuer's posting time is separate; we cannot guarantee the date it will appear on your statement.

We do not impose a cancellation-processing fee under this policy. Any lawful deduction for service already supplied will be identified and explained. Your card issuer may apply exchange-rate differences or independent fees; this does not limit any amount we must reimburse under law. We will not pay the same loss twice where a refund or chargeback has already resolved it.

If a sanctions rule or other legal restriction prevents a payment, we must follow it and will explain the position where permitted. An unsupported suspicion does not create a right to confiscate a refund. If you disagree with a decision, request a review under our Complaints Handling Policy.

Email info@solvetaesim.com with your name, order email, order number if available, the Plan concerned and a clear statement that you wish to cancel or request a refund. A reason helps with a fault investigation but is not required to exercise an applicable change-of-mind cancellation right. No particular subject line or form is compulsory. If email is unavailable, you may send a clear cancellation notice to our registered office; mandatory rights to notify us by other effective means are preserved.

You may use the following optional cancellation wording: "To COMPANY NAME, COMPANY ADDRESS; info@solvetaesim.com. I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: [identify service]. Ordered on: [date]. Order reference: [if available]. Name of consumer(s): [name]. Address of consumer(s): [address]. Date: [date]. Signature of consumer(s): [only if sent on paper]." Delete whichever wording does not apply.