Refund Policy

1. eSIM Refunds

• Before Activation: Full refund is available if the eSIM QR code has not been scanned or installed on any device.
• After Activation: Once the eSIM has been activated on a network, refunds are not available as the product has been consumed.
• Technical Issues: If an eSIM fails to activate due to a technical error on our end, we will provide a replacement eSIM or a full refund.

2. Physical SIM Refunds

• Before Pickup: Orders can be cancelled with a full refund if the SIM card has not been collected from the airport counter.
• After Pickup: Physical SIM cards cannot be refunded once collected and activated, as they are registered to your identity per Kominfo regulations.
• No-shows: If you do not collect your SIM card within 72 hours of your specified arrival date, the order will be cancelled and a partial refund (minus processing fees) will be issued.

3. Trip Cancellation

If your trip to Bali is cancelled and you have not yet activated your eSIM or collected your physical SIM, you may request a full refund by contacting our support team with proof of trip cancellation (e.g. flight cancellation notice).

4. How to Request a Refund

To request a refund, please contact us with your order ID:

5. Processing Time

• Refund requests are reviewed within 1-2 business days.
• Approved refunds are processed back to the original payment method within 5-10 business days, depending on your bank or payment provider.
• Midtrans processing fees may be deducted from the refund amount where applicable.

6. Exceptions

Refunds will not be issued for:

• Network coverage complaints — coverage depends on the carrier and location
• Devices that do not support eSIM technology (please verify before purchasing)
• Expired validity periods due to non-use
• Orders with fraudulent or invalid KYC documents