Return policy

Return Policy Published on December 6, 2024

Version 4.2

  1. The COMPANY will refund the amount paid by the CLIENT for the products and/or services of the PROVIDER if the eSIM cannot be activated due to a technical issue caused by the PROVIDER.
  2. The COMPANY does not compensate for losses incurred by the CLIENT due to theft or loss of the eSIM, nor does it transfer the remaining balance to other subscriber numbers, including Popcorn Mobile numbers.
  3. The amount paid by the CLIENT for the products and/or services of the PROVIDER may be refunded if the CLIENT is unable to use the products and/or services of the PROVIDER due to a malfunction of the PROVIDER's product. The CLIENT's request for a refund is reviewed within 72 hours from the moment the CLIENT contacts technical support via email: support@popcorn.tel. A decision on the refund will be made by the COMPANY after the PROVIDER confirms that the CLIENT is unable to use the products and/or services of the PROVIDER due to reasons not attributable to the CLIENT or the fault of the PROVIDER. The absence of necessary functions on the CLIENT's device to use the PROVIDER's products and/or services (including lack of eSIM support), inability to configure the necessary settings on the CLIENT's device, and defects in the CLIENT's device and network are not considered malfunctions.
  4. If a refund decision is made, the COMPANY will return the amount paid by the CLIENT for the products and/or services of the PROVIDER, minus the expenses indicated in the "Return Policy" section of the Public Offer.
  5. Refusal by the CLIENT of the products and/or services of the PROVIDER after placing the order on the COMPANY's official website and making payment, but before starting to use the products and/or services of the PROVIDER (including before the activation of the eSIM), or the CLIENT's inability to use the products and/or services for reasons unrelated to the malfunction of the PROVIDER's products and/or services, or any other reasons not related to the COMPANY, is not grounds for a refund of the amount paid by the CLIENT for the products and/or services of the PROVIDER. In such a case, the COMPANY will not make a refund.
  6. The CLIENT has the right to claim a malfunction of the products and/or services of the PROVIDER within 14 (fourteen) calendar days from the moment the CLIENT places the order on the COMPANY's official website and makes payment. Refunds of unused funds from the subscriber's account or reimbursement for the eSIM are not provided after 14 (fourteen) calendar days from the date the CLIENT places the order on the COMPANY's official website and makes payment. The refund is made within 60 (sixty) calendar days from the moment the COMPANY makes the refund decision.
  7. Refunds will be made to the same payment details used for the payment. In some cases, the COMPANY may choose an alternative method for the refund.
  8. When refunding the CLIENT, the part of the tariff plan or balance on the account that constitutes the COMPANY's commission is non-refundable to the CLIENT.

The COMPANY's commission for each payment (CLIENT's order) includes:

  • Full cost of the eSIM profile – 3.00 EUR;
  • Fees withheld by payment service providers/payment agents:
    • Payment service provider Stripe: 5.25% + 0.35 EUR of the total payment amount;
    • Payment service provider Cryptocloud.plus (cryptocurrency payment): 2% + 2 EUR.
  • Fees withheld by payment service providers/payment agents when refunding funds:
    • Payment service provider Stripe: 0.02 EUR;
    • Payment service provider Cryptocloud.plus (cryptocurrency payment): 2% + 2 EUR.

The balance credited to the CLIENT due to marketing or promotional activities is non-refundable.