Refunds & Cancellations

At ZunoSim, we strive to ensure you stay connected globally. Because we provide digital products through third-party networks, our refund policy is designed to be fair while reflecting the nature of digital provisioning.

1. Eligibility for a Refund

A refund may be issued under the following specific circumstances:

Technical Failure: If the eSIM cannot be installed or used due to a verified technical problem with ZunoSim's platform or our underlying network provider.
QR Code Not Generated: If the eSIM QR code or activation details have not yet been generated or delivered to the customer, a refund may be requested.
Support Escalation: If you encounter issues, you must contact ZunoSim Support. If we are unable to resolve the connectivity issue within 24 hours of your first report, a refund will be processed.

Digital Product Delivery

All ZunoSim products are digital services delivered electronically.

The service is considered delivered once the eSIM QR code or activation details are generated and made available to the customer via email or in the user account.

Once the eSIM has been issued, the product is considered delivered and cannot be cancelled, returned, or refunded because the QR code is unique and cannot be reused.

2. Non-Refundable Situations

We cannot offer refunds in the following scenarios:

Crucial Hardware Check:

ZunoSim is not responsible for hardware limitations. Always verify your device supports eSIM and is carrier-unlocked before purchase.

The device is not compatible with eSIM technology.
The device is "Carrier Locked" to a specific network (e.g., AT&T, Verizon, etc.).
The eSIM has already been installed/activated on a device.
The eSIM profile was deleted by the user from their device settings.
Data usage has already commenced on the plan.
Poor signal quality due to local geography, building interference, or network outages from our third-party partners.

Chargebacks & Payment Disputes

If a chargeback or payment dispute is filed after the eSIM QR code or activation details have been delivered, this will be considered a dispute for a delivered digital product.

ZunoSim reserves the right to provide evidence including delivery logs, email delivery confirmation, IP logs, device information, and activation logs to the payment processor to prove that the service was delivered.

Filing a chargeback after receiving a delivered digital product may be considered abuse of the chargeback system.

3. Third-Party Network Issues

ZunoSim acts as a reseller of global data plans. While we choose our partners carefully, we do not own the physical cell towers. Temporary maintenance or local outages by a third-party Mobile Network Operator (MNO) do not automatically qualify for a full refund unless the outage exceeds a reasonable timeframe (24+ hours).

4. Processing Times

Once a refund is approved by our billing department:

It may take 5 to 10 business days for the funds to appear in your account, depending on your bank or credit card provider.
Refunds are always issued back to the original payment method used during checkout.
If you paid via ZunoSim Credits or digital wallet, the balance will be restored immediately upon approval.

5. How to Request a Refund

To initiate a request, please follow these steps:

Send an email to refunds@zunosim.com.
Include your Order ID and the email address used for purchase.
Provide a brief description of the issue (and screenshots of the error if technical).
Our team will review the network logs from our third-party provider to verify the lack of usage/connectivity.