Legal
Cancellation Policy
Learn about our cancellation policy for eSIM data plans. We are committed to providing a clear and fair cancellation process.
Overview
At <TODO: legal entity name> (operating as esim.2), we value our customers and are committed to providing a clear and fair cancellation process. Please review the policy below to understand when and how an order may be cancelled.
Company Information
- Company name: <TODO: legal entity name>
- Address: <TODO: legal entity address>
- Company code: <TODO: legal entity registration>
- Email: support@esim-2.example
Order Cancellations
Customers may request the cancellation of an order only before the eSIM activation details (QR code, activation link, or profile) have been issued or delivered. Once an eSIM has been delivered, downloaded, or activated, the order is considered fulfilled, and cancellation is no longer possible.
All cancellation requests must be sent to support@esim-2.example, including your order number and the reason for the request. We review all cancellation requests within three (3) business days and confirm the outcome by email.
Digital Products and Services
Because eSIMs are digital products delivered electronically, cancellation or withdrawal rights do not apply after delivery or activation. This rule exists to protect the integrity of eSIM credentials, which cannot be revoked, resold, or reassigned once issued.
In compliance with Article 16(m) of Directive 2011/83/EU and Directive (EU) 2019/770, by purchasing and requesting immediate delivery of an eSIM, you expressly consent to the immediate performance of the service and acknowledge that your statutory 14-day right of withdrawal no longer applies once the eSIM has been delivered.
If you experience a technical issue (for example, if you did not receive activation details or they fail to function properly), please contact our support team at support@esim-2.example for assistance and technical verification.
Refund Eligibility
If a cancellation request is approved before eSIM delivery or activation, a full refund will be issued to the original payment method. Refunds are processed in accordance with our Refund Policy and may take 5–10 business days, depending on your payment provider and acquiring partner.
Company Rights
<TODO: legal entity name> reserves the right to refuse, suspend, or cancel any order that is suspected of:
- Fraudulent activity
- Unauthorized use of payment instruments
- Violation of our Terms and Conditions
In such cases, customers will be notified by email, and any legitimate payments will be refunded in accordance with this policy and applicable law.
Contact Us
If you have questions about cancellations or require assistance, please contact us:
- Email: support@esim-2.example
- Company: <TODO: legal entity name>
- Registered address: <TODO: legal entity address>
- Company code: <TODO: legal entity registration>
Questions about this policy?
Contact our support team for clarification at support@esim-2.example