1. Scope
This Policy applies to eSIM products and related digital services purchased through the Linko eSIM website or app and must be read with the product page, order record, Terms of Service, Digital Delivery & Withdrawal Notice, and applicable consumer law. It describes commercial refund rules and does not limit non-waivable statutory rights.
2. Unactivated, Unused and Still-Cancelable Orders
If an eSIM has not been activated, has generated no usage, and remains cancelable in the supply-chain and order systems, you may request cancellation and refund. Unused status is determined primarily from system, installation/activation, usage and upstream cancellation records. Approved refunds are normally returned to the original payment method.
3. Activated or Used Orders
An eSIM that has been activated, installed and begun validity, or generated usage is not automatically eligible for a no-cause commercial refund. Where a technical issue is reported, reasonable troubleshooting should first be completed. If the issue is verified to arise from Linko eSIM, eSIM configuration or an upstream technical failure, we will provide the remedy appropriate under the circumstances and applicable law, which may include reprovisioning, replacement, service credit, price reduction, partial refund or full refund.
4. Statutory Withdrawal Rights for Digital Content/Services
Where the consumer’s law provides a cooling-off or withdrawal right for distance contracts, Linko eSIM complies with that mandatory rule. For EU consumers, where the relevant regime applies, a 14-day withdrawal period generally exists. We do not treat sending a QR code or digitally delivering an eSIM, by itself, as automatically eliminating the right of withdrawal. We rely on any statutory early-performance/loss-of-withdrawal exception only when the applicable legal conditions are actually met, such as prior express request to begin performance during the withdrawal period, acknowledgment of the relevant consequence for withdrawal rights, and the legally required contract confirmation. Classification of a particular eSIM transaction may differ by jurisdiction, so mandatory local law controls.
5. Statutory Remedies for Lack of Conformity
Where applicable law, including EU digital-content/digital-service rules within their scope, treats the Service as not in conformity with the contract, the consumer may be entitled to have the Service brought into conformity within a reasonable time and without charge. Where that is impossible, disproportionate, not completed within the required time, the lack of conformity persists, or other statutory conditions apply, the consumer may be entitled to a proportionate price reduction or termination and applicable refund. These statutory remedies are not excluded by this commercial policy.
6. Technical-Issue Requests
Requests should be submitted reasonably promptly after discovery. We may request order number, ICCID, device model, OS version, error message, eSIM-setting screenshots, APN/network selection, destination, and other information reasonably necessary to diagnose the issue. Failure to provide necessary information may prevent diagnosis but does not automatically extinguish rights that cannot legally be waived.
7. Device Compatibility, Carrier Locks and Configuration
Where the eSIM was correctly delivered and failure results solely from an unsupported device, carrier lock, OS limitation, incompatible bands, or incorrect user configuration, the issue is generally not a Linko eSIM technical defect. This exclusion does not apply where the product’s compatibility information was itself inaccurate, misleading, or legally non-conforming.
8. Deleting an eSIM, Repeated QR Scans and Reinstallation
Do not delete the eSIM or repeatedly scan the QR code before troubleshooting. Some products may support reinstallation or device transfer; this is SKU-specific. We do not apply an absolute “deletion voids all refunds” rule. Eligibility after deletion depends on reinstall capability, actual cause, order status and applicable law.
9. Coverage and Quality
Localized weak signal underground, in tunnels, mountains, at sea, remote areas or inside buildings, and temporary congestion, maintenance or operator switching do not automatically create a commercial refund right. Persistent and widespread inability to connect within stated coverage, where troubleshooting confirms a service-side failure, will be reviewed for technical/statutory remedies.
10. Expiry and Unused Allowance
After plan expiry, unused data, voice or SMS generally is not refunded, converted to cash, automatically extended or transferred unless the product page or applicable law provides otherwise.
11. Top-ups
A top-up that has been successfully added and begun effect is generally treated as performance having started. If it has not begun, the original eSIM remains unused, and upstream cancellation is still available, a refund may be made based on the actual cancellation result. Statutory rights remain unaffected.
12. Fraud, Abuse and Unauthorized Transactions
Where there is reasonable evidence of fraud, abuse, unauthorized resale or bad-faith repetitive refund activity, we may pause processing and investigate to the extent permitted by law. For unauthorized payment, contact billing@linkoesim.com promptly and follow the payment provider’s dispute process.
13. Refund Method and Timing
Approved refunds are normally returned to the original payment method. Linko eSIM will issue refunds within any deadline required by applicable law; where no specific statutory deadline applies, we will submit the refund reasonably promptly after approval. Final posting time is controlled by the bank, wallet, card network or acquirer.
