特定商取引法に基づく表記

 

If you are not satisfied with your eSIM experience, please let us know.

Our eSIMs usually work well, but if you experience connectivity issues, we may offer a full or partial refund. Certain terms apply—please read the conditions below carefully.

These cancellation and returns terms apply without exception to all purchases made through the Esimvanta online store at esimvanta.com.

After you purchase an eSIM, you will receive a confirmation email containing a QR code. Once the eSIM has been issued, we cannot retrieve it or prevent it from being used. Therefore, you may request a refund under the following circumstances:

• Compatibility Issues: You did not check whether your device is compatible before purchasing the eSIM.

• Trip Cancellation: You cancelled your trip or no longer need the eSIM.

• Connectivity Issues: If you experience connectivity issues, we may provide a full or partial refund.

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Refund Conditions

1. Compatibility Issues

If you did not verify device compatibility before purchasing, you may request a refund only if all of the following conditions are met:

• The QR code has not been scanned.

• No data has been used under the plan.

• The eSIM was purchased within the last 14 days.

• You provide screenshots and necessary information to verify incompatibility or that the device is carrier-locked.

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2. Trip Cancellation

If you cancelled your trip or no longer need the eSIM, you may receive a full refund if all of the following conditions are met:

• The eSIM was purchased from the Esimvanta website.

• The eSIM has not been activated.

• The transaction was completed within the last 14 days.

If the eSIM has already been activated or used, we will review your case and may provide an alternative solution.

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3. Connectivity Issues

If your eSIM cannot be used due to an issue caused by Esimvanta or by the network connectivity provider, we may provide a full or partial refund.

Before a refund can be processed:

• Contact our support team at support@esimvanta.com to report the connectivity issue.

• Provide relevant information and screenshots to help our team identify the problem.

If the connectivity issue cannot be resolved, Esimvanta will refund your order amount.

• If the eSIM never connected to the internet, we may provide a full refund.

• If the eSIM stopped working or worked only temporarily, we may provide a partial refund based on the number of days you were unable to connect to the internet, after deducting the days you had internet access.

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4. Non-Refundable Situations

No Communication

If you encounter issues during use but do not contact us, or request a refund without any explanation, we will not accept the refund request.

Plan Validity Period

Each plan has a validity period. After the validity period ends, unused remaining data is not refundable.

No Compensation for Third-Party Costs

We do not provide refunds or compensation for costs unrelated to your Esimvanta eSIM account, including but not limited to: backup phones, backup SIM cards, alternative service providers, hotel phone charges, or any other indirect costs.

Fraudulent Purchases

If there is evidence of abuse, violation of our terms and conditions, or any fraudulent activity related to the use of Esimvanta products and services, Esimvanta reserves the right to refuse any form of refund.

Unauthorized Purchases

All refund requests are subject to investigation and approval. Esimvanta reserves the right to suspend any account suspected of fraudulent activity.

Billing Errors

If a customer reasonably and in good faith disputes an invoice or part of an invoice, the customer must notify Esimvanta within 7 days after receiving the invoice, explain in detail why the amount is incorrect, and, where possible, indicate the amount the customer believes should be payable.

Third-Party App Registration

Our eSIM service is primarily for internet connectivity. We do not guarantee that you will be able to register, verify, or receive verification codes for third-party applications (such as WhatsApp, TikTok, or Uber). If data service functions normally otherwise, we will not issue a refund solely because registration for a specific app is unsuccessful.

Other Reasons

If your refund request does not fall into the categories above, we will investigate it on a case-by-case basis. If a refund is approved, a processing fee may apply. The maximum refundable amount must be equal to or less than the total amount paid.

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How to Request a Refund

Please contact us at support@esimvanta.com.

If you experience connectivity issues while using the eSIM, please contact us immediately. Our team will first ensure your eSIM is configured correctly. If the problem persists, our team will initiate the refund process.

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Refund Process

• Refunds will be returned to the original payment method used at checkout.

• Alternatively, we may offer store credit for your next eSIM purchase.

• Once approved, refunds will be returned to the same account used for payment. This process may take 1 to 15 business days, depending on bank processing times and local public holidays.

No cancellation fee is charged.

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Contact Us

If you need help, please contact us:

• Email: support@esimvanta.com

• Phone: +852 53256937

• Business Hours: Monday to Friday, 9:30 AM to 6:00 PM (Hong Kong Time)

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Refund Policy Summary

You may request a refund within 14 days after purchase if your eSIM meets any of the following conditions:

• The eSIM is incompatible with your device.

• The eSIM has not been activated or used.

• There are unresolved connectivity issues.

No physical return is required. Refunds will be returned to the original payment method within 10 business days. To request a refund, please email support@esimvanta.com.