Refund Policy

Please ensure that you have read carefully and understood all the terms and conditions in this Refund Policy. Failure to comply with the requirements specified herein may result in the inability to process your refund application.

1. Refund Application

To apply for a refund, contact our customer support team via: - Account > Chat with Us - Click on the customer support icon

Our customer support representative will assess whether your order qualifies for a refund. You may be required to provide the following documents ("Required Documents"). Refusal to provide the information may result in our failure to process your refund request: - Account ID - Order number - Contact information - Reason for refund

The refund review process typically takes 2-3 business days after all Required Documents are submitted. You may check the status of your refund application by contacting customer support .

2. Refund Period

Once your refund application is approved, the refund will be credited to the original payment method used for the purchase. Depending on the payment provider, refunds may take 7-14 business days to process. For updates on the refund status, please contact your payment provider directly.

*The refund processing time is an estimate and may vary due to factors such as bank or institutional regulations.

3. Non-refundable Circumstances:

Refunds will not be issued under the following circumstances:

(1) SIM Card Already Shipped

(2) Activated Data Plan

- Once the data plan is activated, it becomes non-refundable.

(3) Expired Plan

- If the eSIM/SIM is not used within its validity period, the plan will expire and no refund will be provided.

(4) Failure to Follow Activation Instructions

- Activation not following the provided guide will void eligibility for a refund.

(5) Device Issues

- Hardware malfunctions or software problems on the user's device (e.g., mobile phone) that prevent eSIM/SIM usage are not grounds for a refund.

(6) Failure to Verify Device Compatibility

- No refund will be given if the user did not confirm device compatibility with eSIM/SIM before purchase.

(7) Failure to Attempt Problem Resolution

- Refund requests will be denied if the user did not contact customer support or attempt troubleshooting before applying for a refund.

4. Additional Refund Terms

For refund scenarios not covered above, Billion Connect will engage with the user to negotiate and resolve the matter on a case-by-case basis. Billion Connect reserves the right to make the final decision within legal boundaries.

Last Updated: July 16, 2025