Refund Policy

1. General Overview

Because Zuno provides digital goods (e-SIM profiles) that are delivered and consumed instantly upon installation, refunds are handled differently than physical products. By purchasing a plan, you acknowledge that your right to a refund is limited once the digital delivery is complete.

2. Eligible Refund Scenarios

A full or partial refund may be issued under the following circumstances:

• Technical Failure: If the e-SIM cannot be installed or activated due to a confirmed technical error on Zuno's side or our carrier partner's side.
• Network Issues: If you are in a covered destination but cannot connect to any supported network after following all troubleshooting steps provided by our support team.
• Unused Profiles: If the e-SIM has not been installed, scanned, or activated, and the request is made within 14 days of purchase.

3. Non-Refundable Scenarios

We cannot issue refunds for cases outside of our control, including:

• Device Incompatibility: Purchasing a plan for a phone that does not support e-SIM technology.
• Carrier Locks: Attempting to use Zuno on a device that is still locked to another mobile provider.
• Local Coverage Gaps: Minor signal fluctuations or lack of 5G/LTE in remote areas where the local partner does not provide such infrastructure.
• Change of Mind: If the e-SIM has already been installed or data usage has been recorded.

4. Refund Process

To request a refund, please contact support@zunosim.com with your order number and a screenshot of your device's "Cellular Settings" showing the e-SIM status. Most requests are processed within 3-5 business days.