Important Notice: All approved refunds will exclude a 10% transaction fee. This covers non-refundable processing costs charged by our payment gateway, which include both a percentage-based and fixed component. This fee applies regardless of the amount approved for refund—whether it’s a full refund (100%) or partial (e.g., 50%)—and whether the payment was made using PayPal, credit, or debit card.

At eSIM Bali Easy, we are committed to ensuring customer satisfaction while maintaining fairness and protecting against misuse. As we deal in digital products, specific conditions apply to refunds and cancellations.

Refund Eligibility

Refunds will not be provided if the product has been used or activated.

Full Refunds for Non-Activated eSIMs

A 100% refund is available if:

• Your device is not compatible with eSIM,
• And the eSIM has not been activated.

To claim a refund:

• The refund request must be submitted within 30 days of the purchase date.
• You must provide a screenshot of your device’s “About” section showing model and eSIM support details.
• A valid receipt or proof of purchase is required.

Partial Refund – 50%

A 50% refund is available if:

• Carrier Lock: Your phone is carrier-locked, meaning it is restricted to a specific mobile carrier and cannot accept eSIMs from other providers.
• Provider Lock or Contractual Agreement: Your phone is under a provider lock or contractual agreement that does not permit the use of eSIMs or services from another provider.
• Failure to Provide Required Information: The customer declines to submit the required passport and IMEI details necessary for eSIM activation.

Additional Refund Scenarios:

• If the eSIM QR code is damaged or unscannable, we will replace it with a new eSIM at no additional cost.
• If the eSIM cannot be activated due to a registration failure on our system, a 100% refund will be provided.

Refund Processing Guidelines

• The refund request is made within 30 days of purchase.
• The product remains unused and unactivated, in its original state as delivered.
• A valid receipt or proof of purchase accompanies the request.

Non-Refundable Items

The following are strictly non-refundable:

• Digital eSIM products that have been delivered and activated.
• Products that have been used or accessed by the customer.

Fraudulent Refund Claims

We maintain a strict policy against fraudulent refund claims. If you are found to have used the product and still attempt to claim a refund under false pretenses:

• We reserve the right to report the incident to Indonesian law enforcement and immigration authorities.
• Evidence, including customer communications and passport details, may be submitted to support our case.
• Fraudulent claims made via PayPal will be escalated to PayPal and relevant authorities for resolution.

Refund Process

To request a refund, contact our customer service team at esim@balieasy.com. Ensure you provide:

• A valid receipt or proof of purchase.
• Clear and verifiable evidence supporting your claim.

If your refund request is approved, the refund will be processed to your original payment method. Processing times may vary depending on your payment provider.

Please note: All approved refunds will exclude a 10% transaction fee. This amount reflects the total processing cost charged by our payment gateway, which includes both a percentage-based component and a fixed fee per transaction. These fees are non-refundable and are not returned to us by the payment processor, even if the payment was made using a credit or debit card without a PayPal account.

Refund Disputes

If you do not see your refund reflected in your account:

• Recheck your bank or PayPal account.
• Contact your payment provider, as processing times can vary.
• Reach out to us for further assistance at esim@balieasy.com.

Exchanges

Exchanges are not applicable for digital products. However, if there is a verified issue with the provided eSIM, we will replace it promptly.

Agreement to Terms

By purchasing our products, you acknowledge and agree to the terms outlined in this Refund and Cancellation Policy.

Thank you for your understanding and support. For any questions or further assistance, please contact our customer support team.