If you are not satisfied with your Seek eSIM experience and need to apply for a refund, please contact the Seek eSIM support team through the "Contact Us" page or send an email to [email protected].
Below are our refund policy and related terms, please be aware!
Our eSIM generally does not have any issues, but if you encounter network connection problems, we can provide a full or partial refund. It depends on the situation, so please make sure to review our terms.
* The following terms and policies apply to all products purchased through the Seek eSIM.com online store/APP platform. Once you have purchased Seek eSIM, you will receive an email containing details of the eSIM data package. Once sent, we cannot retract the eSIM nor prevent it from being used. Therefore, you can request a refund under the following circumstances:
- Technical Issues: If the eSIM cannot be installed and used due to technical issues with Seek eSIM.
- Compatibility Issues: If you did not check the compatibility with your device before purchasing the eSIM.
- Travel Cancellation: If you have canceled your trip or no longer need the eSIM.
- Network Connection Issues: If you encounter network connection issues, we can provide a full or partial refund.
Refund Policy:
- Within thirty (30) days from the date of purchase, if it cannot be installed and activated after extensive collaborative troubleshooting, a refund request can be initiated.
- Collaboration with the customer to resolve the issue in a timely manner is required for a refund.
- Each data package has its own validity period. No refunds will be given for any remaining data after the validity period of an activated eSIM has passed.
- Compensation: No refunds or compensation will be provided for any costs incurred for backup phones, backup SIM cards, backup providers, hotel phones, or other expenses not directly related to the customer's Seek eSIM account.
- Fraudulent Purchases: If there is evidence of abuse, violation of our terms and conditions, or any fraudulent activities related to the use of Seek eSIM products and services, Seek eSIM reserves the right to refuse any form of refund.
- Unauthorized Purchases: Before processing any refunds, cases will be investigated and approved. Seek eSIM reserves the right to suspend any accounts related to fraudulent activities.
- Accidental Purchases: Once the customer has installed the eSIM, it is considered used. No refunds will be provided.
- Incorrect Charging: If the customer has a reasonable and good faith dispute regarding an invoice or a part of it, the customer should notify Seek eSIM of such dispute within 7 days of receiving the invoice, providing detailed information to explain why the invoice amount is incorrect, and if possible, state the amount the customer believes should be paid.
- Other Reasons: If the refund request does not fall within the above categories, we will investigate the request based on the specific circumstances. If the refund is approved, a processing fee may be charged. The maximum credit refund amount a customer can request must be less than or equal to the total amount paid.
Refund Conditions:
1. Technical Issues:
If the eSIM cannot be installed and used due to technical issues with Seek eSIM, you have the right to request a refund or replacement of the eSIM.
2. Compatibility Issues:
If you purchased the eSIM without checking device compatibility, you can apply for a refund under the following conditions:
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- The QR code has not been scanned.
- The data in the plan has not been used.
- The eSIM was purchased within the last 30 days.
- Screenshots and necessary information provided by you verify issues with incompatibility or device locking.
2. Trip Cancellation:
If you have canceled your trip or no longer need the eSIM, you can apply for a full refund if the following requirements are met:
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- The eSIM was purchased from the Seek eSIM platform.
- The eSIM has not been activated.
- If the eSIM has been activated or used, we will analyze your specific situation to provide a better solution.
- The purchase was made within the last 30 days.
3. Network Connection Issues:
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- If your eSIM does not work due to issues with Seek eSIM or the network provider, we can offer a full or partial refund.
- Before processing the refund, please:
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- Contact our support team [email protected] to report network connection issues.
- Provide information and screenshots to help our team identify the problem.
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- If the connection issue cannot be resolved, Seek eSIM will refund the remaining data amount.
- If the eSIM has never connected to the internet, we can offer a full refund. If the eSIM stops working or only works temporarily, we can partially refund based on the number of days you were without internet access, deducting the days you had network connectivity.
4. Non-Refundable Situations:
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- No Communication: If you encounter usage issues and request a refund without any communication or reason, it will not be accepted.
- Expired Data Packages: Each data package has a validity period. After the validity period, any remaining data will not be refunded in any form.
- Compensation: We do not offer refunds or compensation for backup phones, backup SIM cards, backup providers, hotel phones, or other expenses not directly related to the customer's Seek eSIM account.
- Fraudulent Purchases: If there is evidence of abuse, violation of our terms and conditions, or any fraudulent activities related to the use of Seek eSIM products and services, Seek eSIM reserves the right to refuse any form of refund.
- Unauthorized Purchases: Before processing any refunds, orders will be investigated and approved. Seek eSIM reserves the right to suspend any accounts related to fraudulent activities.
- Billing Errors: If the customer has a reasonable and good faith dispute regarding an invoice or part of it, the customer should notify Seek eSIM within 7 days of receiving the invoice, providing detailed information to explain why the amount is incorrect and, if possible, state the amount the customer believes should be paid.
- Other Reasons: If the refund request does not fall into the above categories, we will investigate the request based on the specific circumstances. If the refund is approved, a processing fee may be charged. The maximum refund amount a customer can request must be equal to or less than the total amount paid.
How to Apply for a Refund:
- Contact us at [email protected].
- If you encounter connection issues with your eSIM, please contact us immediately. Our team will first ensure that your eSIM is correctly configured. If the problem persists, our team will proceed with the refund process.
Refund Process:
- Depending on the nature of the issue, customers will need to provide additional information to support their refund request, such as screenshots of device settings indicating technical issues or providing detailed information explaining why the invoice amount is incorrect, and if possible, stating the amount the customer believes should be paid.
- Refunds will be returned to your payment account via the same route they were received.
- Alternatively, refunds can be credited to your balance account for the purchase of other eSIMs.
- Once a refund is approved, you will receive the refund to the same account used for payment. This process may take 3 to 15 business days, depending on the processing time of your payment bank.
No Cancellation Fees
If you need assistance, please contact us through the following methods:
- Email: [email protected]