1. Scope
This policy applies to every eSIM data plan purchased through Telovibe (telovibe.com). By placing an order you agree to the terms below. If anything is unclear, contact support@telovibe.com before requesting a refund.
2. Nature of the product
An eSIM is a digital profile delivered electronically to the email address you provide at checkout. It is non-transferable once issued — a profile that has been delivered and activated cannot be moved to another device or person. Because eSIMs are digital goods, standard consumer-rights withdrawal periods may not apply in all jurisdictions; however, Telovibe offers the goodwill protections described in this policy.
3. Refund eligibility
3.1 Full refund — before delivery
If your order has not yet been provisioned or delivered, you may cancel it and receive a full refund of the amount charged. No questions asked.
3.2 Refund — after delivery, before activation
If the eSIM has been delivered to your email but you have not activated it on any device, you may request a refund within 14 calendar days of the original purchase date. Approval is at Telovibe's discretion and depends on verification that the profile has not been used.
3.3 Faulty installation — our fault
If the eSIM fails to install or activate and Telovibe support confirms the issue originates from our side (e.g. corrupted profile, incorrect provisioning data), we will either issue a replacement eSIM at no cost or provide a full refund, at your choice.
3.4 Not eligible for refund
The following situations are not eligible for a refund:
- The eSIM has been activated or used (even partially) on any device.
- The request is made more than 14 days after purchase for a delivered but unactivated eSIM.
- The issue is caused by a locked device, incompatible hardware, or carrier-imposed restrictions on your phone.
- The destination country or region was not covered by the purchased plan (it is your responsibility to verify coverage before purchase).
- The eSIM was purchased through a third-party reseller — such orders must be refunded through that reseller.
4. Refund amount
Refunds are issued for the full purchase price in the currency originally charged. Telovibe does not currently offer partial refunds or partial plan cancellations. If you qualify for a refund, the entire order amount is returned.
Any currency-conversion fees, bank charges, or payment-processor fees incurred during the original transaction or the refund are not covered by Telovibe and may be retained by your bank or card issuer.
5. How to request a refund
- Go to the support page or email support@telovibe.com.
- Include your order reference (starts with
ord_), the email address used at checkout, and a brief reason for the refund request. - Our support team will review your request and respond within 2 business days.
- If approved, the refund is initiated immediately and you will receive a confirmation email.
6. Processing times
- Telovibe processing: refunds are submitted to the payment provider as soon as they are approved — typically within hours, never more than 1 business day.
- Credit/debit card: 5–10 business days after submission, depending on your bank.
- Digital wallets and other methods: timing varies by provider; most settle within 3–5 business days.
If your refund has not appeared after the stated timeframe, please contact your bank or payment provider first. If they confirm no refund was received, reach out to us with the refund confirmation email we sent you.
7. How refunds are returned
Refunds are issued to the original payment method used at checkout. We cannot refund to a different card, bank account, or wallet. If the original method is no longer accessible (e.g. expired card), your bank will typically still apply the credit to the linked account — contact them for details.
8. Cancelled or failed orders
If your order was cancelled automatically (e.g. payment not completed, provisioning failure) or never reached the Paid status, no charge was captured and no refund action is needed. If you see a pending charge that was never captured, it will drop off your statement automatically within a few business days.
9. Abuse and fraud prevention
Telovibe monitors refund activity to protect all customers. We reserve the right to limit or decline refunds where we identify patterns of abuse — including repeated purchases followed by refund requests, activation followed by a refund claim, or misrepresentation of a technical issue. Suspected fraud may result in account suspension and reporting to the relevant authorities.
10. Changes to this policy
Telovibe may update this policy from time to time. The version displayed on this page is always the current one. Material changes will be communicated via email to customers with open orders. Your continued use of the service after changes take effect constitutes acceptance of the updated policy.
11. Contact
For any refund-related questions, reach us at:
- Email: support@telovibe.com
- Support page: telovibe.com/support
- Telovibe — A Telobal Group Company, Richmond Hill, Ontario, Canada