Refunds and credit

Unopened data

Unopened-data credit is available only for plans whose offer includes that benefit. Those plans are delivered in portions. A portion becomes opened when it is supplied to the eSIM, including a portion supplied in advance to maintain continuity of service.

When the plan ends, each portion that remained undelivered is credited at its proportional share of the retail price paid for that plan. Eligibility is determined by the delivery status of whole portions. Data within a portion already supplied to the eSIM remains subject to the plan’s allowance and expiry conditions.

The destination page specifies whether the benefit applies. The eSIM’s management page shows delivered and unopened portions, and the resulting credit is recorded on the entitled balance or order.

Cancelling an unused eSIM

The commercial unused-eSIM cancellation policy applies to eSIMs with confirmed activation conditions and a recorded installation deadline, before activation and before that deadline, where the network permits cancellation. For a plan activated on first connection, an installed eSIM may remain eligible until it first connects or records usage. For a plan activated on installation, eligibility ends on installation. Plans activated at purchase are outside this commercial cancellation policy.

The eSIM’s management page displays the cancellation option, available credit and deadline when the eSIM is eligible. For an eSIM held outside a team, cancellation may be requested by the owning account or an authorised holder of the order link. A private eSIM link can cancel the original purchase only where that order contained the eSIM alone. Cancellation of a team eSIM may be requested only by an owner or manager of that team.

Once cancellation is confirmed, the eSIM is deactivated and the amount paid for it, including eligible paid top-ups already applied to it, is credited to the respective payer or entitled wallet. The transaction is recorded on the relevant account, team balance or guest order. Statutory cancellation and refund claims may also be submitted through the contact details below.

Late and extra payments

A payment received after an order expires or is cancelled, and any amount received in excess of the amount due, is recorded as credit in the order’s currency for the entitled account, team or guest order.

For 7 days after a late payment arrives, an eligible eSIM order may be completed using that credit at its original price, provided the ordered service remains available. Any shortfall must be paid before fulfilment. After that period, the credit remains available under this policy.

An order awaiting payment, including one partly funded by balance or credit, may be cancelled from its order page until the customer marks an external payment as sent or an external payment is received. External payments include bank transfers and cryptocurrency payments. On cancellation, any balance or credit reserved for that order is returned to its original source. Payments already in transit or received are handled according to their actual receipt and the applicable credit or refund entitlement.

Using credit and requesting a payout

Credit may pay all or part of an eligible eSIM purchase or top-up. Any remaining amount is payable using an available payment method. Credit does not expire.

To request a manual payout to a bank account or wallet, contact [email protected] and identify the relevant account or order, the currency and the amount requested. We will verify entitlement and confirm the payable amount and destination details before processing the transfer. We will advise you of any further information required and the expected processing time.

Manual payout requests are separate from statutory refund claims. A refund required by law is processed within the applicable legal deadline and by the method required by that law.

Credit ownership and guest orders

Credit belongs to the payer or the wallet entitled to the original transaction. Credit from personal account purchases is allocated to that account; credit from team-funded purchases is allocated to the team. Guest purchase credit is recorded on the relevant order. Assigning an eSIM to another person does not transfer the original purchaser’s credit entitlement.

Guest order credit can be used for eligible top-ups started from that order’s link. For an order containing one eSIM, the order’s credit may also be used from that eSIM’s private link. Credit from guest top-ups purchased through a private link remains available for eligible top-ups through that link.

Claiming a guest order transfers that order’s credit to the entitled customer’s account. Claiming an eSIM through its private link transfers credit from guest top-ups purchased through that link. Credit on the original purchase order remains with that order until the order itself is claimed. The account or order page records the balance available to that customer.

Statutory cancellation and refund rights

Consumers retain the cancellation and service-quality remedies provided by applicable law. Where the statutory right of withdrawal applies to a distance service contract, the withdrawal period is 14 days from conclusion of the contract, subject to any longer period and other conditions required by the applicable law. Withdrawal may be exercised without giving a reason.

To exercise a withdrawal right, send a clear statement of your decision to withdraw to the email address below or to Finiara LLC, care of its registered agent, 30 N Gould St Ste R, Sheridan, WY 82801, United States, before the applicable deadline. Include your order reference and contact details so that the purchase can be identified. The following form is optional:

To Finiara LLC, 30 N Gould St Ste R, Sheridan, WY 82801, United States; email: [email protected].

I hereby give notice that I withdraw from my contract for the following service: [service and order reference].

Contract date: [date]. Consumer’s name: [name]. Consumer’s address: [address]. Date of notice: [date]. Signature: [for a paper notice only].

Any loss or limitation of a withdrawal right arising from early performance is subject to the express consent, acknowledgement and other conditions required by applicable law. Where the law permits a proportionate charge for service supplied before withdrawal, that charge applies only if its legal conditions have been met.

For a valid statutory withdrawal, reimbursement is made without undue delay and within the applicable legal period, ordinarily 14 days after we receive the withdrawal notice, using the original payment method unless another method is expressly agreed and legally permitted. Reimbursement of amounts legally due takes precedence over allocation as store credit.

If the service is defective, not supplied or materially differs from the purchased offer, contact us with the order reference and a description of the issue. We will assess the claim and provide the remedy required by applicable law, which may include restoring service, a price reduction, cancellation or reimbursement. Providing information for assessment does not limit the customer’s right to use another legally available complaint or dispute procedure.

Contact

Write to us at [email protected].