Refund and Cancellation Policy

At Vio Digital Limited, we place customer satisfaction at the highest priority. Below you can find our refund terms, which comply with international consumer rights regulations (UK Consumer Rights Act 2015 & EU Directive 2011/83/EU).

14-Day Cancellation Right

100% refund guarantee within 14 days for all unused and non-activated eSIM plans (0 MB of data consumed).

100% Connectivity Guarantee

Unconditional full refund if network connectivity cannot be established within 24 hours due to a technical fault.

Fast Repayment

Approved refunds are transferred to credit cards within 3-5 business days, and to Crypto (Cryptomus) payments within 24 hours.

1General Provisions and Company Information

This Refund and Cancellation Policy covers digital eSIM services and wallet balance top-ups purchased through the vioesim.com website and mobile applications operated by Vio Digital Limited (Company Address: Suite 11036, 5 Brayford Square, London, E1 0SG, United Kingdom, Company No: 17335736).

2Cases Eligible for Refund (Full Refund Conditions)

If the following conditions are met, the amount you paid will be refunded to you in full:

Unused Plans (14-Day Period): If the eSIM QR code has not yet been scanned/installed on your device and 14 calendar days have not passed since the purchase date.
Technical Network Connectivity Fault: If your eSIM profile has been installed on your device but internet access cannot be provided due to a technical fault or infrastructure limitation on the contracted local carrier network in the destination country. (If a technical solution cannot be produced within 24 hours after notifying our customer support team.)
Duplicate or Erroneous Purchases: If the same data plan is mistakenly purchased more than once due to a system malfunction, the duplicate transaction amount is refunded immediately.
Unspent Wallet Balance: Balances that you have topped up to your account by credit card or crypto but have not yet used to purchase any eSIM plan will be refunded upon request.

3Non-Refundable Situations (Exceptions)

Due to the nature of digital telecommunications data services, refunds are not possible in the following situations:

Important Notice: Situations Outside the Scope of Refund

Plans for which the eSIM QR code has been scanned, installed, and data usage (MB/GB consumption) has begun.
The customer purchasing without checking whether their device supports eSIM technology and the QR code being activated (a refund is possible if installation has not taken place).
The eSIM profile cannot be installed because the device is SIM-locked (carrier-locked).
Plans whose validity period (e.g., 7 days, 15 days, 30 days, etc.) has expired.
The customer deciding not to travel to the destination country but missing the 14-day legal withdrawal period.

4How to Submit a Refund Request

You can easily submit your refund request through our customer support channels, available 24/7:

Required Information:

Your order number (e.g., VIO-982341) or your registered email address.
Your eSIM ICCID number (the 19-20 digit number found in your order details).
The reason for your refund request (in the case of a technical fault, a screenshot of your device's settings screen).

You can email your request to [email protected] or submit it via the live support line in your user panel.

5Repayment Methods and Processing Times

Approved refunds are transferred back to the original payment method you used. Refunding to a different third-party account is prohibited for security reasons.

Credit / Debit Cards (Stripe)

Reflected in your bank account within 3-5 business days after approval.

Cryptocurrency (Cryptomus)

Transferred to your USDT/BTC wallet within 24 hours after approval.