At TurTrip, owned by TWIM Advisors SL, we are committed to providing a high-quality service. If you experience any issues with the purchased eSIM or change your plans, you may request a refund in accordance with the following provisions.
1. General Policies
Users of TurTrip have the right to request a refund or replacement if the eSIM cannot be installed or used due to technical issues that are the responsibility of TurTrip or our service providers.
The deadline for requesting a refund is thirty (30) days from the date of purchase, provided that the technical issue could not be resolved after following the troubleshooting process provided by our support team.
2. Reimbursement Guidelines
In order for the refund request to be processed, the customer must meet the following conditions:
- The customer must cooperate with TurTrip’s customer support team to attempt to resolve any technical issues quickly and effectively before a refund is granted.
- Each data package has a specific validity period, and any unused data will not be refunded once that period has expired.
- No refunds or compensation will be issued for charges associated with devices, network operators, or third-party services that are not directly related to the eSIM purchased through TurTrip.
3. Exclusions
- Fraudulent purchases: TurTrip reserves the right to deny any refund request if fraudulent activity or abuse of our services is detected.
- Unauthorized purchases: Unauthorized purchases will be investigated before a refund is issued. TurTrip reserves the right to suspend any account associated with suspicious activities.
- Accidental purchases: If the eSIM has already been activated, it is considered used and will not be eligible for a refund, even if the purchase was accidental.
- Incorrect charges: If you believe you have been billed incorrectly, you must notify TurTrip within 12 days of receiving the statement or invoice, providing a detailed explanation of the dispute.
4. Refund Process
To request a refund, the customer must contact TurTrip’s customer support team through the designated channels on our website or by sending an email to [email protected] .
- Customers must provide all necessary information, such as screenshots or technical details related to the issue they are experiencing, so that their request can be properly processed.
- Once the refund is approved, it will be issued via the original payment method. The refund process may take up to thirty (30) business days, depending on the customer’s bank.
- Alternatively, the customer may choose to receive a credit in their TurTrip account, which can be used for future eSIM or service purchases.
5. Other considerations
TurTrip reserves the right to modify, suspend, or cancel this refund policy at any time, in compliance with applicable law.
Any credit issued to the customer's account is not redeemable for cash or other forms of payment and may be used exclusively within our platform.
