Refund Policy

Your satisfaction is important to us. Please review our refund policy below to be informed about the conditions and procedures for requesting a refund:

1. Initiating a Refund:

For order cancellations and refund requests, please reach out to TokyoeSIM Support at [email protected]. Include essential details such as your order number, product name, and the refund reason.

2. Refund Method and Timeline:

Request Timeline: You may request a refund within 30 days of purchase if the eSIM cannot be activated despite thorough troubleshooting.

Refund Method: Refunds will be issued via the original payment method used (e.g., credit card).

Processing Time: Please allow up to 7 business days to complete the refund process.

3. Eligibility for Refund:

3.1 Circumstances where a refund is allowed:

• Due to device compatibility issues, unable to activate eSIM
• Problems with the eSIM QR code causing inability to activate

The following two conditions must be met for a refund to be processed:

• The refund claim must be initiated within 30 days of purchase. Refund claims made after more than 30 days from purchase will not be supported
• Proof, such as a screenshot, showing that activation was not possible must be provided

3.2 Circumstances where a refund is not allowed:

• eSIM has already been successfully activated.
• Refund claims raised due to personal reasons rather than product issues.
• The purchased data package has not used up all its data.
• Refunds are refused for abuse, term violation, or fraudulent activities.

3.3 eSIM Activation Failure

If you encounter an issue where the eSIM cannot be activated, we will provide a refund. The following are the definitions of an activation failure:

• The mobile device does not support eSIM
• The carrier bound to the mobile phone does not support activating eSIMs from other carriers
• The eSIM QR code or activation code we sent has errors, causing activation to fail

4. Contact Us

If you have any questions or need further assistance regarding our refund policy, please feel free to reach out to us through our contact page, where you will find a form to submit your inquiries and personal details. Our customer service team will respond to your queries as promptly as possible.

In addition to the online contact method, you can also reach us directly through the following means:

Company: Shenzhen Yiyongjuzhen Technology Co., Ltd

Address: LongGuang Century Building, Block 2, 1006, NO.23 Haixiu Road, HaiBin Community, Xin'an Street, Bao'an District, Shenzhen, China

Postal Code: 518100.

Email Address: [email protected]

Contact Number: 8613530322680

We are committed to providing timely and professional customer service and strive to ensure your complete satisfaction. Whether it is about refunds, order issues, or any other queries, we are here to assist you.