1. Overview

This refund policy applies to all eSIM purchases made through the Astralio Partners platform at partners.astralio.app. We want you to be satisfied with your purchase, and we handle refund requests on a fair, case-by-case basis.

2. Eligibility for Refunds

You may be eligible for a full refund if:

• The eSIM has not been installed or activated on any device
• The eSIM failed to provision due to a technical issue on our end
• You were charged incorrectly (e.g. duplicate charge, wrong amount)

3. Non-Refundable Purchases

Refunds are generally not available in the following cases:

• The eSIM has already been installed or activated
• Data usage has been consumed on the eSIM
• The eSIM validity period has expired
• The request is made more than 30 days after the purchase date
• The issue is caused by device incompatibility that was disclosed prior to purchase

4. Partial Refunds

In certain circumstances, we may offer a partial refund or credit toward a future purchase. This includes cases where an eSIM was activated but experienced significant service disruptions due to network issues beyond your control.

5. How to Request a Refund

To request a refund, please contact our support team with the following information:

• Your organisation name and account email
• The order number or eSIM reference
• The reason for the refund request

You can reach us at partners@astralio.app or through the live chat on the platform.

6. Processing Time

Refund requests are reviewed within 5 business days. Approved refunds are processed back to the original payment method via Stripe. Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear on your statement.

7. Cancellations

Orders may be cancelled free of charge before the eSIM has been provisioned. Once an eSIM has been issued and delivered, the order cannot be cancelled — please refer to the refund eligibility criteria above.

8. Changes to This Policy

We may update this refund policy from time to time. Material changes will be communicated via email or an in-app notice. Your continued use of the platform after any changes constitutes acceptance of the revised policy.