Refund Policy

1. Overview

This Refund Policy explains refunds for prepaid eSIM data plans bought on VeloraSim (https://velorasim.com). There is no contract and no automatic renewal. Read it with the Terms of Use.

2. Applicability

Refunds are available only when you bought the service directly from VeloraSim. If you bought through a third party, contact that seller.

3. Legal right of withdrawal

If you buy as a consumer, you may withdraw within 14 days. That right ends on the earlier of 14 days after purchase or the date the eSIM is activated. You cannot withdraw from an eSIM you have already started to use.

4. Replacements and refunds

If you activated the service but cannot use it because of our error, or because we retired the service, we will replace it or refund the price you paid, at your choice, if all of the following are true:

• You request the refund within 30 days of the problem.
• We could not restore access within 10 days of your request.
• You cooperated with the troubleshooting we asked for.
• If you used part of the data, we refund only the unused portion.

5. No refund in other situations

Once an eSIM has been activated or any of its data has been used, it is not refundable, because the data allowance is allocated to your device and cannot be returned or resold. Buying a plan for a device that does not support eSIM is not, by itself, a ground for a refund after activation. Check compatibility before you buy.

6. How to request a refund

Use the support chat, the contact form, or email support@velorasim.com. Include your order number. We may ask for screenshots of your device settings. Where a refund is due, you can take it as account credit for a future VeloraSim purchase or as a credit to the original payment method. A credit to the original payment method can take up to 30 business days.

7. Unauthorised or incorrect charges

Tell support immediately if you suspect an unauthorised purchase. We may suspend an account linked to fraud. If you think the amount charged is wrong, contact us within 30 days of the charge and we will investigate.

8. Chargebacks

Contact us before you dispute a payment with your bank. We may suspend the account while we investigate a chargeback opened without first contacting us. If the dispute is resolved in your favour we refund the original payment method. If it is not, the plan stays delivered and the account may remain limited.

9. Your statutory rights

Nothing here limits rights you have under the mandatory consumer laws of your country of residence. Where those laws give you a broader right, that right prevails.

10. Changes and contact

The terms in force at purchase govern that purchase. The current policy is published here. Company: MOBAX TRADING EOOD. Email: support@velorasim.com.