Cancellation & Refund Policy

1. Unused eSIM Orders

We offer a full refund for eSIMs that remain unused.

• Conditions: The eSIM must not have been installed or activated.
• Timeframe: Requests must be submitted within 30 days of the purchase date.
• How to apply: Contact us via Live Chat or Email.

2. Device Incompatibility

If your device doesn't support eSIM after purchase, you're eligible for a full refund.

• Verification: Confirm incompatibility on the compatible devices page.
• Required: Device model and a screenshot showing the install issue.
• Outcome: Full refund after verification.

3. Verified Technical Issues

If an activated eSIM fails due to platform or carrier-side issues (not user error):

• Troubleshooting: Contact Live Chat for technical assistance first.
• Verification: Our technical team confirms the fault lies with our service or the network provider.
• Compensation: Refund or pro-rated compensation based on actual data usage.

The following scenarios are not eligible for a refund:

1. Standard Usage & Expiry

• Active Service: Any eSIM that has been successfully activated and used as intended.
• Depleted Data: Plans where the data allowance has been fully consumed.
• Expired Requests: Requests made more than 30 days after purchase for eSIMs that have already been installed.

2. User-Controlled Settings

• Configuration Errors: Connection issues resulting from incorrect device settings (e.g. Data Roaming not being toggled on, or the wrong APN settings).
• Device Management: Intentional or accidental deletion of the eSIM profile from the device after successful installation.

3. External & Environmental Factors

• Local Network Conditions: Issues regarding data speed or signal strength caused by local infrastructure, geographic "dead zones," building interference, or temporary carrier congestion.
• Third-Party Interference: Issues caused by VPNs, local firewalls, or hardware damage to the user's device.

Follow these steps to submit your request:

Step 1: Contact Support

Reach out to our team via Live Chat or email us at [email protected].

Step 2: Provide Required Information

To expedite your request, please include the following:

• Order Number: Found in your purchase confirmation email.
• Account Email: The email address used during checkout.
• Reason for Refund: A brief description of the issue.
• Documentation: Relevant screenshots (e.g. error messages or device settings) to support your case.

Step 3: Internal Review

Our support team will evaluate your request and provide a status update within 1–3 business days.

Step 4: Receipt of Funds

Once approved, the refund will be issued to your original payment method.

• Timeline: Most refunds arrive within 5–10 business days, though this may vary depending on your financial institution's processing times.

Unpaid Orders

Orders that have not been completed will be automatically cancelled by our system. No further action is required on your part.

Paid but Unactivated Orders

If you have purchased an eSIM but have not yet installed or activated it, you may cancel your order at any time for a full refund.

Activated Orders

Once an eSIM has been installed or activated, the order cannot be cancelled.

However, if you experience persistent connectivity issues, you may still be eligible for a refund or compensation under our Verified Technical Issues policy.

Refund Calculation

Refunds are processed based on the actual amount paid at the time of purchase. Please note:

• Discounts, coupons, and promotional codes used during checkout are non-refundable and cannot be converted into cash or credit.

Promotional & Complimentary Products

• Free eSIMs: As these are provided at no cost, they are not eligible for refunds or cash compensation.

Yoho Care Plans

• The low-speed backup connection included in Yoho Care plans is a secondary service feature and is not factored into refund or compensation calculations.

Policy Interpretation

• Final Authority: Yoho Mobile reserves the right of final interpretation regarding these policies and the eligibility of any refund request.