Refund Policy

1. Scope and request windows

This policy covers eSIMs and related orders purchased directly from EVERBRIDGE and takes effect on 14 October 2026. For purchases from another seller, contact that seller first; we can assist with relevant fulfilment information.

Request an ordinary cancellation within 30 calendar days of payment. Report faults promptly and request a remedy within 30 calendar days of discovering the issue. Report duplicate, incorrect or unauthorised charges immediately, normally within 30 days of discovery. These administrative windows do not improperly restrict statutory remedies.

2. When a refund is available

3. How amounts are calculated

A full refund means the amount actually paid to EVERBRIDGE for the order, including corresponding taxes and necessary charges collected by us. No refund-handling fee is deducted and store credit or vouchers are not compulsory.

For a verified fault after partial use, the standard data-plan refund equals the amount paid for the plan × unused data ÷ total plan data, rounded to two decimal places and capped at the amount paid. We do not further reduce that unavailable portion merely because time has passed. Any greater remedy required by law remains available.

Example: a 5 GB plan paid at US$12.00 has an unresolved supplier fault after 1 GB is used. The refund for the remaining 4 GB is US$9.60. Missing reliable records is not treated as proof that all data was consumed; we assess the order, customer evidence and supplier records fairly.

4. Situations not automatically refundable

• A normally exhausted or expired plan, or a change of plans after using a functioning service, subject to the cancellation protection for uninstalled, unactivated and unused plans.
• Incompatibility, carrier lock or use outside purchased coverage after clear and accurate disclosure. If our description or compatibility advice was wrong, we handle it as our error.
• Shared or used installation details, or deletion of a single-install eSIM, require an assessment of cause and recovery options rather than an automatic refusal. Contact support before deleting to avoid making the problem worse.
• Home-carrier roaming charges and independent bank conversion or other fees normally belong with that provider. Any loss legally attributable to us remains subject to applicable law.

5. Requesting a refund and troubleshooting

• Email [email protected] with “Refund + order reference” as the suggested subject. Include purchase email, order reference, destination, purchase date, reason and preferred remedy.
• For a fault, include your model, error and relevant settings screenshots. Redact unrelated information. Do not send full card numbers, passwords, verification codes or a complete installation QR code that others could use.
• We may ask you to check compatibility, the selected data line, roaming or APN and verify usage with the supplier. Troubleshooting must reflect the urgency of your trip and must not indefinitely delay an appropriate refund.

6. Response, review and payment timing

• We aim to acknowledge a request within two Hong Kong business days and provide a decision within five after receiving the necessary information. If more time is needed, we explain the reason and expected next update.
• We initiate approved refunds to the original payment method within five Hong Kong business days. Banks or providers commonly need a further five to ten business days to post the credit, depending on their processing. A refund reference can be requested.
• If the original method genuinely cannot receive the refund, we verify identity and agree a secure alternative, rather than forcing store balance or vouchers. We refund the original payment currency and amount paid; bank exchange-rate movements may change the home-currency value.
• Hong Kong business days are Monday to Friday excluding Hong Kong public holidays. Reply to request a review if you disagree. We do not require you to give up lawful remedies through a bank, consumer authority or court.