An eSIM digital profile (internet traffic in the form of a QR code) is a unique virtual product. In accordance with the legislation of the Republic of Kazakhstan and international trade rules for digital products, refunds are subject to strict limitations.
1. When a Refund is NOT POSSIBLE:
• Device Incompatibility: If your smartphone does not technically support eSIM technology or is locked to a single carrier (SIM-lock). Please check the list of compatible devices on our Website before making a purchase.
• Product Already Delivered: If the eSIM QR code has already been generated and successfully sent to your email or displayed on your screen. From this moment on, the encrypted information is considered disclosed.
• Manual Deletion: If you have successfully installed the eSIM and then accidentally or intentionally deleted the profile from your phone settings. Re-installation using the same QR code is technically impossible.
• Phone-Side Issues: Incorrect smartphone settings, disabled roaming in the device parameters, or software glitches on your device.
2. When a Refund is POSSIBLE:
Refunds are carried out exclusively in the following cases:
1. A technical failure occurred on the side of our platform or the global operator (e.g., a profile generation error on the server), making it impossible to activate the eSIM.
2. The fact of a technical malfunction is confirmed by our Support Service.
3. Main condition: The eSIM profile has not been activated, and the volume of used internet traffic is 0 MB.
3. Refund Procedure and Timelines
• To request a refund, please contact us at support@qazaq-esim.com or via our support chat, providing your order number, email, and the reason for your request.
• Applications are accepted within 14 calendar days from the date of purchase, provided that the data package has not been started.
• After the refund is approved by the technical department, the funds are returned to the same bank card used to make the payment.
• The time it takes for funds to be credited depends on your issuing bank and usually ranges from 3 to 10 banking days (in rare cases, up to 30 days for international cards).
1. When a Refund is NOT POSSIBLE:
• Device Incompatibility: If your smartphone does not technically support eSIM technology or is locked to a single carrier (SIM-lock). Please check the list of compatible devices on our Website before making a purchase.
• Product Already Delivered: If the eSIM QR code has already been generated and successfully sent to your email or displayed on your screen. From this moment on, the encrypted information is considered disclosed.
• Manual Deletion: If you have successfully installed the eSIM and then accidentally or intentionally deleted the profile from your phone settings. Re-installation using the same QR code is technically impossible.
• Phone-Side Issues: Incorrect smartphone settings, disabled roaming in the device parameters, or software glitches on your device.
2. When a Refund is POSSIBLE:
Refunds are carried out exclusively in the following cases:
1. A technical failure occurred on the side of our platform or the global operator (e.g., a profile generation error on the server), making it impossible to activate the eSIM.
2. The fact of a technical malfunction is confirmed by our Support Service.
3. Main condition: The eSIM profile has not been activated, and the volume of used internet traffic is 0 MB.
3. Refund Procedure and Timelines
• To request a refund, please contact us at support@qazaq-esim.com or via our support chat, providing your order number, email, and the reason for your request.
• Applications are accepted within 14 calendar days from the date of purchase, provided that the data package has not been started.
• After the refund is approved by the technical department, the funds are returned to the same bank card used to make the payment.
• The time it takes for funds to be credited depends on your issuing bank and usually ranges from 3 to 10 banking days (in rare cases, up to 30 days for international cards).