Refund & Cancellation Policy

Refund & Cancellation Policy

At Bali Travel SIM, we strive to provide a seamless and reliable eSIM experience. We understand that circumstances may arise where a refund or cancellation is needed. This Refund & Cancellation Policy outlines the conditions under which refunds and cancellations may be requested.

Cancellation Policy

Cancelling an eSIM Purchase

• Cancellations can only be requested before the eSIM is activated.
• Once the eSIM QR code has been scanned and activated, the purchase cannot be canceled.
• To request a cancellation, contact us at support@balitravelsim.com with your order number and reason for cancellation.

Refund Policy

Eligibility for Refunds

Refunds may be granted under the following conditions:

• eSIM Not Activated – If your eSIM has not been used or activated, you may request a refund within 48 hours of purchase.
• Technical Issues – If the eSIM fails to activate due to an error on our end, we will issue a full refund after verification.
• Incompatible Device – If you purchased an eSIM but later find out your device does not support eSIM technology, we may issue a partial refund, deducting processing fees.
• Network Issues – If there is a network-related problem and no connectivity is available due to Telkomsel service disruptions, a refund may be considered after investigation.

Note: Refunds are NOT granted for reasons such as change of mind, incorrect purchase, or failure to verify device compatibility before purchase.

Non-Refundable Situations

Refunds will NOT be provided in the following cases:

• Activated eSIMs – Once an eSIM is activated, it cannot be refunded or transferred.
• Incorrect Purchase – If the user selects the wrong plan or fails to verify device compatibility before purchasing.
• User Error – If the eSIM is deleted, lost, or removed from the device after activation.
• Fair Usage Policy Violations – If the user breaches the network’s Fair Usage Policy (FUP), leading to service limitations.

Refund Process

How to Request a Refund

To request a refund, please email support@balitravelsim.com with the following details:

• Full Name
• Order Number
• Reason for Refund Request
• Screenshots of Errors (if applicable)

Our support team will review the request within 3 business days and notify you of the refund status.

Processing Time for Refunds

• Approved refunds will be processed within 5-10 business days.
• Refunds will be credited back to the original payment method.
• Processing times may vary based on your bank or payment provider.

Changes to This Policy

We reserve the right to update this Refund & Cancellation Policy at any time. Changes will be posted on our website.