RETURN AND REFUND POLICY
To ensure customer rights and peace of mind when purchasing travel eSIM at Televerse, we provide "Return & Refund" policies applicable when customers receive incorrect products or when issues arise due to Televerse's fault.
Policy for eSIM
| No. | Product Status | Televerse Policy | Processing Time |
|---|---|---|---|
| 1 | Customer did not receive eSIM QR code | Support to reissue eSIM for customer | Under 01h |
| 2 | Customer cannot add eSIM | Support to reissue eSIM for customer | 30 – 60 minutes |
| 3 | Customer added eSIM successfully but cannot use service | Direct technical support and reissue eSIM for customer | 30 – 60 minutes |
| If customer still cannot use after receiving replacement eSIM due to provider error, will refund 100%. Condition: Customer must delete eSIM from device |
01 – 02 working days |
3. Cases Not Eligible for Return/Refund
SIM will not be supported for return/refund in the following cases:
- No timely support contact: Customer did not contact Televerse immediately when the issue first occurred
- Device incompatibility: Customer's device does not support eSIM
- SIM activation period expired (30 days)
- Wrong purchase information: Wrong package or country selected
- SIM used in Wi-Fi router: SIM is only guaranteed to work well on smartphone/tablet devices
- Objective and force majeure factors:
- Natural disasters, epidemics, political instability in travel country
- Unstable travel country infrastructure
- Service quality beyond commitment: Internet speed or call quality does not meet customer's personal expectations
By placing an order, the customer acknowledges that they have read, understood, and agreed to Televerse's Return and Refund Policy.
