Refund & Cancellation Policy

Refund & Cancellation Policy

Mobiily (Telrics Limited) sells eSIM data plans, a digital product. This policy governs refunds, cancellation and the right of withdrawal under the EU Consumer Rights Directive (2011/83/EU) and applicable UK consumer law.

Right of withdrawal and the digital-content exception

eSIM plans are digital content/services supplied immediately in electronic form. Under applicable law, with your prior express consent and once performance begins (provisioning/activation of the eSIM), the right of withdrawal is lost. You give this consent at purchase and accept that you lose the right of withdrawal once performance begins. Therefore an activated or used eSIM is non-refundable.

Uninstalled eSIM — refundable

For an eSIM that has not yet been installed (activated) and not started to be used, you may request a full refund within 14 days of purchase. If the eSIM profile has not been loaded onto your device and no data has been consumed, the plan is refunded.

Installed / used eSIM — non-refundable

Once an eSIM has been installed (activated) or data usage has begun, it is non-refundable under the digital-content exception above. No refund is given for the unused portion of a partially-used plan.

Technical failure and automatic refund

If you were charged but the eSIM could not be provisioned due to a supplier/system error (provisioning failed), the payment is automatically refunded (autoRefundOnFailure). For a plan that could not be installed, contact our support via /contact.

Refund process

• Refunds are returned to the original payment method (Stripe card) and may take a few business days depending on your bank.
• Crypto payments cannot be auto-refunded; in that case the refund is processed manually by an agreed method.
• After an approved refund, the relevant eSIM is cancelled and can no longer be used.

Exceptions

Incompatible or carrier-locked devices, wrong country/plan selection (once the plan is installed/used) and breach of the terms of use are outside the scope of refunds. Checking device compatibility before purchase is the user's responsibility (see /legal/terms).

Contact and complaints

For a refund or cancellation request, reach us via /contact with your order number. In a dispute, EU consumers may use the ODR platform; you may also contact your local consumer authority.