Our Commitment to Fairness

At Elites eSIM Platform, we strive to provide the highest quality telecommunications and digital services. This Refund Policy outlines the terms and conditions under which refunds are processed for our various product lines. Our goal is to ensure a transparent and fair experience for all our customers.

Product-Specific Refund Terms

1. eSIM Platform SaaS

Our Software-as-a-Service (SaaS) platform for eSIM management is billed on a subscription basis.

• Monthly subscriptions are non-refundable after the first 24 hours of the billing cycle.
• Annual plans may qualify for a pro-rated refund if cancelled within 14 days of purchase.
• Setup fees and one-time integration costs are non-refundable once work has commenced.

2. eSIM Consumer

Digital eSIM profiles for individual travelers and consumers.

• Refunds are available only if the eSIM profile has NOT been downloaded or activated.
• Once the QR code is scanned or the profile is installed, the service is considered "used" and is non-refundable.
• If technical issues prevent activation and our support team cannot resolve them, a full refund will be issued.

3. eSIM IoT

Connectivity solutions for IoT devices and machine-to-machine communication.

• Bulk eSIM orders are subject to a 15% restocking fee if cancelled before shipping/digital delivery.
• Unused data allowances in IoT plans are non-refundable but may be carried over depending on the specific plan terms.
• Defective profiles will be replaced at no additional cost.

4. eSIM Corporate

Enterprise-level connectivity for business fleets and employees.

• Corporate account balances are non-refundable but remain valid for 24 months.
• Cancellations of corporate contracts are subject to the terms specified in the individual Master Service Agreement (MSA).

5. Physical SIM

Traditional plastic SIM cards for mobile devices.

• Refunds are accepted for unopened SIM cards returned within 14 days of delivery.
• Shipping and handling fees are non-refundable.
• Activated SIM cards or those with broken seals cannot be returned.

6. Devices

Hardware including routers, hotspots, and mobile devices.

• Hardware may be returned within 30 days of delivery if in original, "as-new" condition.
• A 20% restocking fee applies to all opened hardware returns.
• Defective devices under warranty will be repaired or replaced at no cost.

7. Softphone

Virtual calling and messaging applications.

• Subscription fees are non-refundable once the softphone account is provisioned.
• Credit top-ups for calling minutes are refundable within 7 days if no usage has occurred.

8. IPTV/OTT Tv Subscriptions

Streaming media and entertainment services.

• Subscriptions are non-refundable once the streaming service has been accessed.
• Pro-rated refunds may be issued in the event of documented service outages exceeding 48 consecutive hours.
• Content availability changes do not qualify for refunds.

General Conditions

All refund requests must be submitted through our official support channels. Approved refunds will be credited back to the original payment method within 5-10 business days, depending on your financial institution.

We reserve the right to deny refund requests that we deem fraudulent or that violate our Terms of Service.

Need Assistance?

Our support team is available 24/7 to help you with any refund-related inquiries or technical issues.

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