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Return and Cancellation Policy

1. General provisions

1.1. Purpose of the document

These Return and Cancellation Rules govern the procedure for canceling orders, refunding funds, processing claims and terminating automatic renewal in the Eurosimka service located at eurosimka.com.

1.2. Relationship with other documents

These Rules are an integral part of User Agreement and other documents of the Eurosimka service. In the event of a conflict between these Rules and mandatory rules of applicable law, such rules are applied to the minimum necessary extent.

1.3. Service status

The Eurosimka service is provided by EURO CARDS LTD and acts as an agent organizing the acquisition and transfer to the User of a digital profile of a foreign eSIM and related information and technical materials.

Eurosimka:

  • is not a telecom operator of the Russian Federation;
  • does not provide communication services on the territory of the Russian Federation;
  • does not manage communication networks;
  • does not guarantee the quality of telecommunications services provided by a foreign provider and other third parties.

2. The nature of the digital product

2.1. What is the subject of the order

The subject of the order is a digital product, namely:

  • eSIM profile QR code;
  • ICCID and other profile identifiers;
  • activation data;
  • installation and use instructions.

2.2. Individually defined properties

Each eSIM profile is provided for a specific order, contains unique identifiers, can have a one-time or limited use, and after transfer to the User acquires individually defined properties.

For this reason, after activation, such a digital product cannot be returned, except as expressly provided for in these Rules in the case of a proven initial technical malfunction on the side of the communication provider.

2.3. What counts as activation?

For the purposes of these Rules, activation is considered to be any of the following actions:

  • scanning a QR code;
  • manual entry of activation data;
  • eSIM profile import;
  • installing a profile on the device;
  • linking a profile to a device;
  • first registration of a profile on the network;
  • first use of data transfer, calls, SMS or other profile functions.

If a profile has been installed on a device, it is considered activated, even if the User subsequently does not use the Internet or deletes the profile.

3. Cancellation of an order before activation

3.1. General rule

The user has the right to apply for order cancellation and refund only if all the following conditions are simultaneously met:

  • no more than 14 calendar days have passed since payment;
  • The QR code was not scanned;
  • the eSIM profile has not been installed, imported, activated, linked to the device or otherwise used;
  • the request was sent to support at support@eurosimka.com.

3.2. Checking for lack of activation

Return to activation is not automatic. Eurosimka has the right to verify the lack of activation and use using the following data:

  • Personal account;
  • QR code issuance logs;
  • system logs;
  • information of the foreign provider;
  • technical and billing data;
  • correspondence with the User.

If, according to Eurosimka or the provider, it is established that the profile has been installed on the device, activated or used, no refund will be made.

3.3. Expenses incurred prior to activation

Even if the conditions of clause 3.1 are met, Eurosimka has the right to take into account actual expenses incurred if they arose at the time of receipt of the request, including:

  • costs for reserving and purchasing a profile;
  • commissions of payment partners and banks;
  • costs for issuing, technical processing and order support;
  • other mandatory costs associated with the execution of a specific order.

If cancellation of an order from a foreign provider is not possible or entails a full deduction of the cost, the refund may be rejected in whole or in part.

4. Cases when no refund is made

Refunds are not made in the following cases:

  • The QR code has been scanned;
  • the profile has been installed on the device;
  • the profile has been activated or used in whole or in part;
  • The user deleted the profile after installation;
  • The user has changed devices, reset settings, lost the device, or is unable to re-import the profile;
  • The user entered an incorrect email and did not receive an email with a QR code due to his own fault;
  • The user has not checked the device's eSIM compatibility;
  • The user did not follow installation and configuration instructions;
  • The user applied later than 14 calendar days from the date of payment;
  • The Subscription has been cancelled, but the current paid billing period has already begun;
  • traffic, access days or other included limits have not been fully used.

Failure to use a profile in itself is not grounds for a refund.

5. Technical malfunction of the activated profile

5.1. Exceptional case of return

A refund for an activated profile is allowed only in the exceptional case if the User proves the presence of an initial technical malfunction on the side of the communication provider that existed at the time the QR code was issued.

5.2. What is meant by initial technical failure?

An initial technical malfunction can only be recognized as a defect that simultaneously:

  • existed at the time the QR code was issued;
  • is not related to the actions or inactions of the User;
  • makes installation or initial activation of the profile impossible if the instructions are followed;
  • confirmed by technical diagnostics and available data from the provider, the Eurosimka system or other objective evidence.

5.3. Priority settlement method

If a technical malfunction is confirmed, Eurosimka has the right to choose:

  • fix the problem;
  • provide a replacement profile;
  • extend the period of access;
  • provide a partial refund;
  • provide a full refund if a different solution is objectively impossible.

Replacing the profile, troubleshooting or extending access are priority resolution methods. Refunds will only apply if no other reasonable solution is possible.

5.4. What is not considered a technical malfunction

They are not a technical fault and do not form a basis for a return, including:

  • weak or unstable network coverage at a specific point;
  • low internet speed;
  • increased latency, route instability or communications outages;
  • fair use restrictions, shaping, throttling, Internet distribution restrictions and other provider policies;
  • blocking, filtering, restriction of protocols, domains, applications, services or roaming by local providers, telecom operators of the Russian Federation, Roskomnadzor and other persons;
  • temporary or permanent unavailability of individual sites, instant messengers, video services, APIs or other resources;
  • device incompatibility with eSIM;
  • operator lock of smartphone;
  • outdated version of the operating system;
  • incorrect APN, network, data transfer settings or other device configuration errors;
  • deleting a profile by the User;
  • transferring a profile to another device if this is not possible;
  • changes in roaming, routing, tariff policy or coverage conditions after the profile is issued.

Inoperability or limited performance of eSIM caused by local blocking, communication protocol restrictions, actions of telecom operators of the Russian Federation, Roskomnadzor, other infrastructure restrictions or incorrect settings of the User’s device is not grounds for a return.

6. Cancellation of Subscription and automatic renewal

6.1. Cancel future charges

The user has the right to cancel automatic renewal at any time in the Personal Account.

6.2. Consequences of cancellation

Cancel automatic renewal:

  • stops future recurring write-offs;
  • does not cancel the current billing period that has already been paid;
  • does not entail a refund for the current month or another already paid billing period;
  • does not entitle you to a prorated refund for unused days, traffic or other balances.

6.3. Moment of entry into force of cancellation

If the cancellation is made after the start of a new billing period or after successful automatic debiting, such billing period is considered paid and no refund is made for it.

7. Procedure for submitting a return or diagnostic request

7.1. Where to send your request

All requests for order cancellation, return or technical diagnostics are sent only to the address: support@eurosimka.com

7.2. What information do you need to provide?

In the request, the User must indicate:

  • account email;
  • order number or other data that allows you to identify the purchase;
  • date and amount of payment;
  • description of the requirement;
  • description of the problem, if the request is related to a malfunction;
  • device model and operating system version;
  • screenshots of errors, network settings and other materials upon request from Eurosimka.

Eurosimka has the right to request additional information, including:

  • ICCID;
  • information about the time and location of the problem;
  • installation video;
  • screenshots of APN, network and eSIM profile settings;
  • other materials necessary for diagnosis.

7.3. Consequences of failure to provide data

If the User does not provide sufficient data to identify the order, verify the lack of activation or technical diagnostics, Eurosimka has the right to:

  • suspend consideration of the application;
  • leave the request without satisfaction;
  • refuse return until necessary materials are received.

7.4. Review period

The period for consideration of the application is up to 10 working days from the date of receipt of the full set of necessary data and materials.

If additional information from a foreign provider, payment partner or other third party is required for review, the review period may be reasonably extended by the period of waiting for a response, of which the User may be notified by email.

8. Refund procedure

8.1. Return method

If Eurosimka makes a positive decision on the return, the funds are returned only to the bank card from which the payment was made.

8.2. Restriction on return method

Refunds will not be made in cash, by transfer to another card, to an electronic wallet, to a third party account or in any other way, unless a different procedure is expressly required by applicable law or technically required by the payment partner.

8.3. Return Volume

The refund volume is determined by Eurosimka taking into account:

  • profile activation status;
  • the fact of installation on the device;
  • actual expenses incurred;
  • technical diagnostic results;
  • possibility of profile replacement or other settlement without refund.

9. Limitation of liability of Eurosimka

9.1. General principle

Eurosimka is liable only to the extent expressly provided for in the User Agreement and applicable law.

9.2. What Eurosimka does not guarantee

Eurosimka does not guarantee:

  • the quality of the foreign provider’s network coverage;
  • specific Internet speed;
  • no communication interruptions;
  • no roaming restrictions;
  • constant availability of individual sites, applications, services and protocols;
  • preservation in the future of the same roaming operating conditions that existed on the date of payment, issuance of the QR code or activation.

9.3. Risk of future restrictions

The user assumes the risk that the following may change after the profile is issued:

  • international roaming conditions;
  • traffic routing rules;
  • policies of foreign and local telecom operators;
  • technical or regulatory restrictions in the Russian Federation and other countries;
  • availability of individual Internet resources and protocols.

Such changes are not considered a defect in the previously transferred digital product and do not in themselves entail Eurosimka’s obligation to return funds.

10. Payment disputes

10.1. Preliminary support request

Before contacting the bank to dispute a payment, the User must first send a request to Eurosimka support at support@eurosimka.com.

10.2. False Challenges

Unreasonably challenging a payment after submitting a QR code, installing a profile, activating or using an eSIM may be considered an abuse of right. In this case, Eurosimka has the right:

  • restrict access to your Personal Account;
  • suspend your Subscription;
  • provide the payment partner and the bank with information confirming the issuance of the digital product and its activation;
  • protect your rights in the manner prescribed by law.

11. Final provisions

11.1. Change of Rules

Eurosimka has the right to change these Rules at any time by publishing a new version on the website eurosimka.com. The new edition applies to new orders and future billing periods from the date of its publication, unless a different period is specified separately.

11.2. Applicable law

The law of the Russian Federation applies to these Rules to the extent that it is subject to application to the relevant relations.

11.3. Contacts

For all questions related to order cancellation, refund, eSIM diagnostics and cancellation of automatic renewal, the User should contact: support@eurosimka.com