BNESIM Refund Policy for Data eSIM Services

At BNESIM, we are committed to delivering high-quality eSIM services and ensuring customer satisfaction. Below, we outline our refund policy for data eSIM services, aligned with our terms and conditions:

1. Refund Eligibility

Refunds may be granted under the following conditions:

• Technical Issues: If the data eSIM service encounters technical problems that cannot be resolved after troubleshooting by our support team.

• Incorrect Purchase: If the customer has mistakenly purchased the wrong data plan or service and has not used the service.

• Device Compatibility Issues: If the customer’s device is found to be incompatible with the eSIM or is network-locked, preventing its activation or use.

• Non-Activation of Lifetime Data Plans: For lifetime data eSIMs, refunds are available if the eSIM profile has not been activated or used.

• Payment Without Delivery: If the customer has paid for a data eSIM but has not received the eSIM profile.

• In accordance with EU Consumer Rights Directive, consumers within the EU have the right to withdraw from this agreement within 14 days without giving any reason. To exercise this right, customers can use the withdrawal form accessible through the "Request Refund" button in their BNESIM account dashboard or by sending a clear statement of withdrawal to [email protected].

Refund requests must be submitted within 14 days from the date of purchase.

BNESIM reserves the right to review each refund request on a case-by-case basis.

2. Non-Refundable Scenarios

Refunds will not be issued under the following conditions:

• Usage of Services: If the customer has consumed more than 10% of the data included in the purchased plan.

• Regulatory Compliance: If local regulations in the customer's region do not permit refunds for digital services once delivered.

3. Refund Method

Refunds will be issued to the original payment method used during the purchase. Refunds are processed in the same currency as the original transaction.

4. Refund Processing Time

Refunds will be processed within 3 business days of approval. Please note that depending on the policies of the customer’s bank or payment provider, the completion of the refund may take up to 14 days after BNESIM processes the request.

5. Refund Request Process

To request a refund, customers must contact BNESIM support via email at [email protected] The refund request must include the following information:

• The email address used during registration.

• The product or data plan in question.

• A detailed description of the issue.

• The reason for requesting the refund.

For lifetime data eSIMs that have not been activated, customers can also request a refund directly through the app by navigating to:

My eSIMs → Details → Request Refund.

6. Charges or Deductions

Refunds will be provided without any deductions or fees, except where mandated by applicable regulations.

7. Applicable Regions

This refund policy applies to all regions where BNESIM operates, subject to local laws and regulations.

8. Communication and Support

Our support team is available to assist with refund requests and provide guidance throughout the process. Customers can contact us via email, phone, or live chat for assistance.

9. Legal Compliance

This refund policy is governed by the laws of the Hong Kong Special Administrative Region, specifically the Sale of Goods Ordinance (Cap. 26) and the Consumer Goods Safety Ordinance (Cap. 456), as BNESIM Limited is registered in Hong Kong. For customers residing in the European Union, the laws of the European Union, specifically the Consumer Rights Directive (2011/83/EU), and the laws of Italy shall also apply. No other legal jurisdictions or laws shall apply to this refund policy. In case of any conflict between Hong Kong law and EU law for EU customers, the provision most favorable to the consumer shall prevail.

We strive to ensure a seamless experience for all our customers. If you have any questions about this policy, please contact our support team.