1. Scope
The portal sells only to businesses, so the consumer right of withdrawal under Turkish Law No. 6502 does not apply. Refunds are available only under this policy.
Refunds are decided for each eSIM separately, not for a whole order.
2. eSIMs that can be refunded
An eSIM can be refunded only if all of the following are true:
- It has never been installed on any device.
- The date shown as “Install before” has not passed.
- Its plan is not one of the non-refundable plans listed below.
- It has not been cancelled, suspended or revoked.
3. Non-refundable plans
The following plans cannot be refunded once ordered, even if the eSIM is never installed. The portal marks them “non-refundable” when ordering:
- Plans whose validity starts at installation.
- Plans whose validity starts at purchase.
- Plans with 100 MB of data or less.
4. Installed or used eSIMs
Once an eSIM is installed on a device it counts as used, even if it has never connected to a network, and it cannot be refunded. This includes an eSIM that was installed and then deleted from the device.
If an installed eSIM does not work because of a network fault that we could not fix, report it to us with the ICCID and screenshots. We will refer the case to our connectivity providers; if, after assessment, they accept a full or partial refund, we pass that amount on to you. Otherwise no refund is due.
eSIMs suspended or revoked for misuse or breach of the Terms of Service are not refunded.
5. How to request a refund
- Open the eSIM in your account and send a refund request. Giving a reason is optional.
- Only the Company that bought the eSIM can request a refund, and only one request per eSIM can be open at a time.
- The portal checks the eSIM's current status with our connectivity providers before the request is filed.
6. Review and decision
We review each request and check the eSIM's status again before deciding. If it has been installed in the meantime, it can no longer be refunded.
If we approve, we cancel the eSIM with our connectivity providers and it stops working for good: its QR code, activation codes and traveller link can no longer be used. If we reject, the request shows as rejected in your account, with our note if we add one.
If our connectivity providers do not accept the cancellation, no refund is made and the eSIM stays as it is.
7. Amount refunded
The refund equals the price the Company paid for the eSIM, plus the price of every completed top-up on it. It is calculated in US dollars. If the order was paid in lira, we refund the lira amount actually paid for that eSIM and its top-ups.
8. Top-ups
A top-up cannot be refunded on its own. When a never-installed eSIM is refunded, every completed top-up on it is refunded with it. Top-ups on an installed eSIM are not refunded.
9. How and when the money is returned
There is no balance in the portal. We return the money to the Company by a method agreed with it, and tell the Company when it has been sent.
10. eSIMs cancelled by our connectivity providers
If our connectivity providers cancel an eSIM on their side, we record its refund automatically, without a request from the Company, and pay it as described above. This does not apply where the cancellation results from misuse, breach of the Terms of Service, suspected fraud or sanctions; no refund is then due, even if the portal has already recorded one.
11. Unpaid orders and undelivered eSIMs
Nothing is returned for an unpaid order, because nothing was paid. Any order or top-up not paid within 14 days is cancelled automatically, and you can ask us to cancel it sooner.
If an eSIM in a paid order cannot be delivered, we try again; if it still cannot be delivered, we return the amount paid for it in the way described above; our staff arrange this manually and confirm it to the Company.
12. Questions
For any question about a refund, contact us through the contact details on the Support page and include the eSIM's ICCID.