Technical Failure
Install or activation fails because of a SonaSim provisioning/network issue and support cannot remediate it.
1. Eligibility Principles
A refund may be approved when the plan cannot be delivered or used due to a verified issue that is not caused by user configuration, unsupported hardware, or post-activation usage.
Product Delivery Failure
QR/manual activation details are not delivered within a reasonable timeframe after successful payment.
Service Unusable On Arrival
Plan is properly installed but cannot register/connect in a listed supported destination after troubleshooting.
2. Non-Refundable Or Limited-Refund Cases
The following situations generally do not qualify, or may only qualify for partial discretionary credit.
Device / Configuration Issues
- Device is carrier-locked or not eSIM compatible.
- User deletes eSIM profile after successful install.
- Required settings (roaming, data line) are not enabled.
- Corporate MDM restrictions block eSIM installation.
Customer-Controlled Changes
- Change of mind after purchase or after installation.
- Wrong destination or duration selected at checkout.
- Usage already consumed significantly.
- Request submitted outside stated review window.
3. Eligibility Matrix
This table shows typical outcomes. Final decisions are made after case review and log verification.
| Scenario | Status | Typical Outcome | Notes |
|---|---|---|---|
| QR never delivered after successful payment | Eligible | Full refund or immediate re-issue | Order and payment verification required. |
| Activation fails due to SonaSim-side technical issue | Eligible | Full or partial refund | Support diagnostics must confirm root cause. |
| Device incompatible or carrier-locked | Not Eligible | Usually no refund | Compatibility responsibility remains with purchaser. |
| Plan partly used, then user requests cancellation | Case Review | Partial credit possible | Depends on usage level and issue evidence. |
| Duplicate charge for same order | Eligible | Duplicate amount refunded | Bank timing may vary by payment method. |
4. How To Request A Refund
Submit complete details in your first message to reduce back-and-forth and speed up resolution.
Step 1: Contact Support
Use the contact page and include Order ID, purchase email, destination, and device model.
Step 2: Provide Evidence
Attach screenshots: SIM settings, error message, and network status at destination.
Step 3: Technical Review
Our team checks provisioning logs and activation events to confirm cause.
Step 4: Decision And Processing
Approved refunds are issued to original payment method. Banking return speed depends on provider.
5. Processing Timelines
These are typical ranges, not guaranteed deadlines.
Review Timelines
- Initial acknowledgement: usually within 24 hours.
- Case review: commonly 24-72 hours.
- Complex technical cases: can require additional time.
Refund Settlement
- Card refunds: often 5-10 business days.
- Wallet/payments: depends on provider policy.
- Exchange and bank fees are usually non-refundable.
6. Frequently Asked Questions
Common policy questions before and after purchase.
Potentially. Partial credits may be considered depending on usage level and verified fault cause.
Strongly recommended. Screenshots and error details speed up diagnosis and reduce resolution time.
No. Approved refunds are issued to the original payment method for security and compliance reasons.
Congestion may not always qualify for refund, but support can help with network settings and optimization steps.
Need a policy review for your order?
Send your Order ID and issue details. We will review your case under this policy and provide a clear next-step decision.