Refund Policy

Last Updated: January 2025

1. Refund Eligibility

At Cherry eSIM, we strive to ensure customer satisfaction. Refunds are available under the following conditions:

1.1 Unused eSIM Profiles

Refund requests must be submitted within 14 days of purchase
The eSIM profile must not have been activated or installed
QR code must not have been scanned or installation process initiated
Original proof of purchase must be provided

1.2 Technical Issues

Refunds are granted for technical issues including:

Inability to activate eSIM despite device compatibility
Service not working as described in the product listing
Network connectivity issues preventing normal usage
Installation failures due to system errors

1.3 Service Not as Described

If the service materially differs from what was advertised:

Coverage areas not matching product description
Data allowances incorrect or not provided
Validity periods different from purchase details

2. Non-Refundable Situations

The following situations are not eligible for refunds:

eSIM profiles that have been activated or partially used
Data consumed during the validity period
Expired eSIM profiles or data plans
Device incompatibility (customer responsible for checking compatibility)
Change of travel plans after activation
Poor network performance in specific locations (subject to local carrier limitations)
Loss of device or inability to access eSIM after installation

3. Refund Process

3.1 How to Request a Refund

To request a refund:

Contact our customer support team via:
- Email: [email protected]
- Viber: +63 996 817 7000
Provide the following information:
- Order number or confirmation email
- Reason for refund request
- Screenshots or evidence of technical issues (if applicable)
- Device model and OS version (for technical issues)
Our team will review your request within 1-2 business days

3.2 Refund Processing Time

Once approved:

Credit/Debit Card: 5-10 business days (depending on your bank)
PayPal: 3-5 business days
Wallet Credit: Immediate (credited to your Cherry eSIM wallet)

3.3 Refund Methods

Refunds are processed using the original payment method:

Card payments → Refunded to original card
PayPal payments → Refunded to PayPal account
Promotional credits → May be issued as wallet credit instead

4. Partial Refunds

In certain cases, partial refunds may be offered:

Pro-rated refunds for unused validity days (at our discretion)
Partial refunds for data plans with connectivity issues
Compensation credits for service interruptions

5. Exchanges and Credits

Instead of refunds, we may offer:

Exchange: Switch to a different destination or data package
Wallet Credit: Credit applied to your Cherry eSIM account for future purchases
Extension: Extended validity period at no additional cost

6. Promotional Purchases

Special conditions apply to promotional purchases:

Products purchased with discount coupons may be refunded minus the discount amount
Bundle deals are refunded as a complete set only
Free trial or promotional eSIMs are non-refundable

7. Disputes and Appeals

If your refund request is denied:

You may appeal the decision by providing additional evidence
Appeals should be submitted within 7 days of the initial decision
Final decisions are made by our Customer Service Manager
For unresolved disputes, contact our support team for escalation

8. Fair Usage Policy

We reserve the right to deny refunds if we detect:

Abuse of the refund policy
Multiple refund requests from the same user
Fraudulent activity or chargebacks
Violation of our Terms & Conditions

9. Cancellations Before Activation

9.1 Immediate Cancellation

For orders not yet delivered or activated:

Full refund available within 24 hours of purchase
No questions asked cancellation policy
Refund processed within 3-5 business days

9.2 Cancellation After Delivery

Once the eSIM QR code has been delivered:

Standard refund policy applies (14 days if unused)
Must confirm eSIM has not been installed or activated

10. Contact Information

For refund requests or questions about this policy:

For Orders: Email: [email protected]

General Inquiries: Viber: +63 996 817 7000

Customer Support: Viber: +63 996 817 7000 | +63 962 079 5757

Business Hours: 9:00-18:00 (GMT +8) Monday-Saturday (Philippine Standard Time)

Important Notes

This refund policy is subject to change without notice
Any changes will be updated on this page with a new "Last Updated" date
Continued use of our services after policy changes constitutes acceptance
This policy complies with consumer protection laws in the Philippines

For complete terms of service, please refer to our Terms & Conditions.

For information about how we handle your data, see our Privacy Policy.

REFUND POLICY