Terms of Use for our Services

Your Device.

In order to access our Services, you should have an unlocked, eSIM-compatible device, for which you should be the sole responsible user. Some information to help you with this can be found in our Help Center.

Your VelunoSim Account.

Your VelunoSim account is personal to you, and cannot be assigned or transferred to anyone else without VelunoSim’s prior written approval. We reserve the right to suspend or terminate your account at any time, at our sole discretion. This can occur in situations where, for example, we have a security concern or if we think you have breached our Terms. We will notify you if we do this. Where you have breached our Terms or used our Services in a manner that is contrary to our Acceptable Use Policy, you will not be entitled to a refund, and we may suspend or terminate your VelunoSim Account.

Prices, Payments & Card Security.

Prices for our Services are displayed in supported currencies including Euros (€), US Dollars ($), British Pounds (£), Turkish Lira (₺), and Kazakhstani Tenge (₸), with all applicable taxes and fees clearly disclosed prior to payment. We do not store raw credit/debit card details or CVV security codes on our servers; all payment transactions are handled directly by PCI DSS Level 1 compliant payment service providers. Card payments are authenticated using 3D Secure 2.0 (Visa Secure and Mastercard Identity Check) protocols to protect against fraud. Customers receive an automatic email receipt and downloadable invoice immediately following successful payment. We do not impose any minimum order requirements.

Delivery Details.

All VelunoSim eSIM profiles and data plans are delivered 100% digitally. Upon successful completion of payment, your eSIM QR code and activation details are delivered instantly (typically within 0–60 seconds) on-screen and emailed to your registered email address. Digital eSIM delivery is free of charge ($0.00 delivery fee).

Payment Disputes and Chargebacks.

If a charge, delivery, or eSIM does not match what you purchased, email support@velunosim.com or use the live chat on this website before contacting your bank. Tell us the order number, the amount, and what went wrong. We investigate and reply by email. Where a refund or replacement is due, it follows the Refund Policy and is returned to the original payment card. If you raise a card-scheme chargeback, we respond to the card issuer with the order, payment, delivery, and usage records. While a chargeback is open we may suspend the account and deactivate the related eSIM. If the chargeback is upheld, the eSIM stays deactivated and no further refund is due. If it is rejected, we restore access where the plan is still valid. Filing a chargeback for a delivered and usable eSIM, without contacting us first, is treated as a breach of these Terms.

Restricted Countries & Jurisdictions.

VelunoSim does not offer services or process orders in prohibited, embargoed, or sanctioned countries under applicable trade compliance regulations.

Prepaid Service & No Subscriptions.

All eSIM data packages on VelunoSim are strictly one-time prepaid purchases. VelunoSim does not offer free trials, auto-renewing subscriptions, or recurring billing. You are charged a single transparent amount per order with zero recurring charges.

Refunds.

You can find more details about the circumstances in which you are entitled to a refund in our Help Center.

Termination and Suspension.

We select the best and most trusted service providers to work with, so that you can have the most reliable experience possible. This means that, at times, we might need to stop collaborating with a service provider where they do not meet the standards we expect. This can result in the termination or suspension of the Services that have been purchased by you. Where this happens, please refer to the Refunds section in our Help Centre for further information.

Ending the relationship.

You may close your VelunoSim account at any time from the Profile page, or by emailing support@velunosim.com. Because every purchase is a one-time prepaid order, no notice period is required to close the account. Closing the account does not by itself refund an eSIM you have already activated; refunds follow the Refund Policy. If we end the relationship because you have breached these Terms or the Acceptable Use Policy, we may suspend or close the account immediately and will email you. If we stop offering a Service for any other reason before it has been delivered, we will email you at least 14 days in advance or refund the unused purchase.

If either party does not perform.

If we do not deliver the eSIM you paid for, you may request a replacement or a full refund under the Refund Policy, and we will not charge you again for that order. If a payment fails, is declined, or is reversed, we will not deliver the eSIM and may cancel the order. If you wish to end the relationship, use the account-closure process above. If we wish to end it, the Termination and Suspension section applies. Any unpaid amount remains due, and we may suspend access until it is paid.

Refund Policy

Applicability.

Refunds from VelunoSim are only available to you if you have purchased the Services directly from VelunoSim. Where you have purchased the Services from a third party, you need to contact that third party in relation to any refund requests you may have.

Legal right of withdrawal.

If you are purchasing the Services as a consumer, you have the legal right to unilaterally withdraw from your purchase within 14 days. This right to withdraw from your purchase expires on the earlier of 14 days after making the purchase, or the date on which the eSIM is activated. Please note that you will not be able to exercise your right of withdrawal for an eSIM that you have already started to use.

Replacements and Refunds.

If you have activated the Services but are unable to use them due to an error or omission on the part of VelunoSim, or because VelunoSim has decided to retire the Service, we will either provide a replacement Service or refund an amount equal to the price of the Service you have purchased in full, at your option. This is, however, subject to the following:

• You must have submitted a refund request within 30 days of the issue giving rise to your claim arising.
• VelunoSim was not able to restore your ability to access and use the purchased Services within 10 days of receipt of your refund request.
• You have cooperated with our efforts to resolve any issues you were experiencing with accessing or using the Services.
• Where you have partially consumed the credit for the Services that you are requesting a refund for, we will only ever refund an amount equal to the unused portion of the Services.

No refund/replacement.

You will have no right to a refund or replacement of the Services in any other situation.

How to apply for a Refund.

Submit a refund request by emailing support@velunosim.com or by using the live chat on this website. Our support team may ask for screenshots of the device settings. Approved refunds are returned only to the original payment card. We do not issue store credit. We submit the refund within 5 business days of approval. It typically appears on your statement within 5 to 10 business days, and in any case within 30 business days.

Unauthorized purchases.

If you suspect any unauthorized purchases have been made with your Account, you must notify our support team immediately. VelunoSim reserves the right to suspend any account associated with fraudulent activity. Whether a refund is payable is at the sole discretion of VelunoSim.

Incorrect charges.

If you believe that you have been charged an incorrect amount for Services that have been provided by VelunoSim, please contact our support team within 30 days of having incurred such charge, providing details as to why you believe the invoiced amount is incorrect. We will then investigate. Whether a refund is payable is at the sole discretion of VelunoSim.