1. Digital Product Notice
TouristNetTR sells digital eSIM products. eSIMs are delivered electronically through a customer link, QR code, or API response. Because eSIM profiles can be downloaded, activated, and used quickly after delivery, refund eligibility is more limited than with physical goods.
2. When Refunds May Be Approved
- The order failed and no usable eSIM profile, customer link, or QR code was delivered.
- The same order was charged more than once because of a technical or payment processing error.
- The delivered eSIM cannot be activated due to a confirmed technical issue in TouristNetTR's delivery or activation flow, and we cannot provide a working replacement.
- The eSIM has not been downloaded, activated, installed, or used, and cancellation is still technically possible in our system.
- A refund is required by applicable consumer, payment, or platform rules.
3. Non-Refundable Situations
- The eSIM has already been downloaded, installed, activated, or used.
- The customer device is not eSIM-compatible, is carrier-locked, has unsupported software, or cannot install an eSIM.
- The customer installed the eSIM too early, deleted it after installation, selected the wrong line, disabled data roaming, or did not follow activation instructions.
- The customer changed travel plans, no longer needs the package, or did not use the package before expiry.
- The partner or customer selected the wrong package, destination, data amount, or validity period after confirming the order.
- Local network coverage, speed, latency, or service quality varies because of geography, congestion, device settings, or operator conditions, unless TouristNetTR confirms a service failure eligible for refund.
4. Technical Support First
Before approving a refund, we may ask the partner or customer to complete reasonable troubleshooting steps, such as checking device compatibility, turning on data roaming, selecting the eSIM line for mobile data, restarting the device, or sharing screenshots needed for diagnosis.
If a replacement eSIM or technical correction solves the issue, the order may not be refunded.
5. Refund Request Window
Refund requests should be submitted within 7 days of the order date or before the package expires, whichever comes first. Late requests may be rejected unless required by law or approved by TouristNetTR at its discretion.
6. How Refunds Are Issued
- For prepaid partner accounts, approved refunds may be returned as TouristNetTR account balance.
- For direct card or checkout payments, approved refunds may be sent to the original payment method through the checkout processor.
- Checkout fees, currency conversion differences, bank fees, and settlement timing may affect the final amount or timing.
- Refund processing times depend on the checkout processor, card network, bank, and country.
7. Chargebacks and Abuse
If a partner or customer opens a chargeback without contacting us first, we may suspend the related account, pause API access, and provide order, delivery, activation, and usage evidence to the payment processor.
Repeated refund abuse, suspicious activity, or fraudulent orders may result in account suspension, API key revocation, and refusal of future service.
8. How to Request a Refund
Contact us with the order ID, transaction ID, package name, customer link if available, a short explanation of the issue, and any screenshots that show the activation or connectivity problem.