1. Overview
At ICY eSIM, we strive to ensure our customers are satisfied with their purchases. If you encounter any issues with your eSIM, you have the right to request a refund or replacement under specific conditions outlined in this policy.
2. Refunds and Cancellation
2.1 Policies and Guidelines
Eligibility: You can request a refund within 30 days of purchase if the activation has failed or is no longer possible, and all necessary troubleshooting measures have been taken.
Support: Our support team is dedicated to helping resolve any issues you encounter before granting a refund.
Validity: Note that the data package you avail has a validity period, and after that period, it cannot be used.
2.2 Compensation
ICY eSIM is not responsible for any data issues caused to the phones, SIM cards, or providers. We do not offer refunds or remuneration for such issues.
2.3 Fraudulent Purchases
Refunds will not be provided if there are violations of the Terms & Conditions or any fraudulent activity connected to ICY eSIM that you are involved in.
2.4 Unauthorized Purchases
ICY eSIM reserves the right to suspend accounts involved in fraudulent activity. These cases will be subject to investigation, and the accounts will be suspended.
2.5 Accidental Purchases
Once an eSIM is installed, it is considered used, and no refunds will be offered for accidental purchases.
2.6 Incorrect Charges
If you dispute the charges on the invoice in good faith and within 12 days of issuance, your case will be considered.
2.7 Replacements
If your eSIM is faulty or was not delivered as expected, it can be replaced within 30 days of purchase.
2.8 Other Reasons
If your case does not fit the criteria mentioned above, it will be investigated on a case-by-case basis. The refund amount (if approved) will be less than or equal to the amount paid by you.
3. Refund Process
3.1 Initiation
To initiate a refund, contact our support team via our Contact Us page or email us at (Email). Note that our established refund policy will be applied.
3.2 Additional Information
You may be required to provide additional information based on the nature of your request, such as screenshots of device settings for technical problems or explanations of discrepancies in invoiced amounts, including the amount you believe is due, if applicable.
3.3 Processing
Original Payment Method: Refunds can be processed back to the original payment method. Please allow up to thirty (30) business days for the refund to reflect on your statement, depending on the bank.
ICYmoney Credit: Refunds can also be credited as icymoney to your ICY eSIM account, which will be added directly to your account.
3.4 Reseller Purchases
Customers who acquired ICY eSIM services through a reseller are not eligible for direct refunds from ICY eSIM. Instead, they should contact the reseller for their refund requests. While we aim for customer satisfaction, refunds for transactions made through resellers are subject to their policies.
4. Business Users Refunds
For Business Users who have made direct purchases from ICY eSIM, refunds can be issued as ICY eSIM Credits or credit notes. This flexible approach allows Business Users to use these credits or notes for future purchases or services.
5. Modification
ICY eSIM data packages are provided as-is. Once purchased, they cannot be modified or customized based on individual requests.
6. Contact Information
For any questions or concerns regarding our Refund Policy, please reach out to our support team at:
Email: support@icysim.com
Dublin, CA, 94568-7848 United States
