HeyGlobel Refund Policy

HeyGlobel Refund Policy

Last Updated: 15 July 2026

1. Nature of eSIM Products

HeyGlobel eSIMs are digital telecommunications products delivered electronically.

An eSIM may be delivered through your HeyGlobel account, the HeyGlobel mobile application, email, QR code, activation code, SM-DP+ address, LPA string, universal installation link, guest-order page, or another electronic method.

Once an eSIM has been issued, displayed, downloaded, installed, activated, connected to a network, or used, it may no longer be technically possible for HeyGlobel or the underlying provider to cancel, recover, disable, transfer, or resell the eSIM profile.

Refund eligibility therefore depends on the eSIM’s delivery status, installation status, activation status, usage status, validity status, provider status, and the reason for the request.

2. Where This Policy Applies

This Refund Policy applies to purchases made directly from HeyGlobel through our website, mobile applications, account dashboard, guest checkout, authorised payment pages, and support-assisted payment channels.

If your payment was charged and processed directly by Apple, Google Play, or another application marketplace, the marketplace’s refund rules and refund-request process may also apply.

The payment receipt, bank statement, Apple receipt, Google Play receipt, or HeyGlobel order confirmation normally identifies which company processed the payment.

3. General Refund Rule

An eSIM purchase is generally non-refundable after the eSIM has been installed, activated, connected to a supported mobile network, used for data, or entered its validity period.

An eSIM may also become non-refundable when the activation QR code, activation credentials, installation link, or other sensitive eSIM information has been revealed or delivered and the provider confirms that the product can no longer be cancelled.

Installation, activation, or use may be identified through HeyGlobel records, provider records, network records, eSIM status, data-usage records, activation timestamps, or other technical information.

Each refund request is reviewed individually. Submission of a request does not guarantee approval.

4. Refunds Before Installation or Activation

HeyGlobel may consider a refund where all of the following conditions are satisfied:

• The eSIM has not been installed on any device.
• The eSIM has not been activated or connected to a mobile network.
• No data has been used.
• The package validity period has not started or expired.
• No top-up or additional allocation has been applied or consumed.
• The provider confirms that the eSIM can still be cancelled, recovered, or invalidated.
• The request is submitted promptly after purchase and before the planned use of the service.

Even where these conditions are satisfied, approval may depend on provider rules, payment status, fraud checks, package restrictions, and applicable law.

5. Eligible Technical Failure Cases

A full or partial refund may be considered when HeyGlobel confirms that a material technical problem was caused by HeyGlobel or the underlying eSIM provider and the service cannot be restored within a reasonable time.

Examples may include an eSIM that was never delivered despite successful payment, an invalid activation profile issued by the provider, a provider-side activation failure, a confirmed package configuration error, or a confirmed lack of advertised destination coverage.

Before approving a technical refund, HeyGlobel may attempt to repair, replace, reissue, reprovision, top up, extend, or otherwise restore the affected service.

A refund may not be available where HeyGlobel provides a working replacement or resolves the issue within a reasonable time.

6. Troubleshooting Requirement

You must contact HeyGlobel support and provide a reasonable opportunity to investigate and resolve a technical problem before requesting a refund for service failure.

Our support team may ask you to confirm that your device supports eSIM, confirm that the device is carrier-unlocked, enable data roaming, restart the device, select a supported network manually, verify APN settings, disable another SIM temporarily, update device settings, or reinstall network settings.

We may also request your order number, account email, ICCID, destination, package name, device model, operating-system version, screenshots, error messages, network status, activation status, and relevant diagnostic information.

You should not delete the eSIM while troubleshooting unless HeyGlobel support specifically instructs you to do so.

If you refuse reasonable troubleshooting, delete the eSIM during investigation, provide inaccurate information, or do not provide the information necessary to verify the issue, HeyGlobel may be unable to approve a refund.

7. Non-Refundable Installed or Activated eSIMs

An eSIM is generally non-refundable once it has been installed, activated, connected, or marked with a status such as Active, Activated, In Use, Installed, Enabled, or a similar provider status.

This rule may apply even where little or no data has been consumed because the eSIM profile and network resources may already have been provisioned and cannot be recovered by the provider.

8. Used Data

An eSIM package is generally non-refundable after any data has been consumed.

This includes data used intentionally or by background applications, system updates, cloud backups, hotspot connections, streaming, automatic downloads, messaging applications, maps, device synchronisation, or another device process.

Provider usage records are normally used to determine whether data was consumed.

A difference between the usage shown by your device and the usage shown by the provider does not automatically create refund eligibility.

9. Device Compatibility

You are responsible for confirming before purchase that your device supports eSIM technology and is compatible with the selected package.

A refund will generally not be available where the eSIM cannot be used because the device does not support eSIM, is carrier-locked, is region-locked, lacks required network bands, has reached an eSIM installation limit, has been modified, or is otherwise incompatible.

The existence of an eSIM option on a similar device model does not guarantee that every regional or carrier version of that model supports eSIM.

10. Carrier-Locked or Restricted Devices

A refund will generally not be available where an eSIM cannot be installed or used because the device is locked or restricted by a mobile operator, manufacturer, financing provider, employer, device-management profile, or local regulation.

Unlocking a device is the responsibility of the customer and the original device carrier.

11. Incorrect Country, Region, or Package

You are responsible for selecting the correct country, region, global package, data allowance, validity period, and travel dates before completing payment.

A refund will generally not be available because you selected the wrong destination, purchased the wrong package, selected more or less data than required, selected the wrong validity period, or changed your destination after purchase.

HeyGlobel may consider an exchange or refund where the incorrect product remains completely unused, has not been installed or activated, and can still be cancelled by the provider.

12. Travel Cancellation or Change of Plans

Flight cancellation, visa refusal, illness, travel delay, itinerary change, destination change, failure to travel, or a decision not to use the purchased service does not automatically create refund eligibility.

A request may still be considered where the eSIM remains unused, uninstalled, unactivated, within its valid cancellation period, and cancellable by the provider.

13. Installation or Configuration Errors

A refund will generally not be available where the service failed because installation instructions were not followed, the wrong SIM was selected for mobile data, data roaming was disabled, APN settings were incorrect, a required network was not selected, the eSIM was installed too early, or the device was otherwise incorrectly configured.

HeyGlobel will make reasonable efforts to help correct configuration problems before determining refund eligibility.

14. Deleted eSIMs

You must not delete an installed eSIM unless instructed by HeyGlobel support.

Many eSIM profiles can be installed only once. If you delete, remove, reset, or transfer an eSIM after installation, the profile may not be recoverable or reusable.

A refund or free replacement will generally not be available where the service was lost because the customer deleted the eSIM, reset the device, replaced the device, restored a backup incorrectly, or removed the profile without support instructions.

15. Network Coverage, Speed, and Signal

Mobile coverage and service quality depend on local network operators, roaming partners, location, geography, building construction, device capability, network congestion, maintenance, weather, government restrictions, network outages, and other conditions beyond HeyGlobel’s direct control.

A refund will generally not be available solely because the connection was slower than expected, 5G was unavailable, indoor reception was weak, a particular local network was congested, or coverage varied between locations.

A refund may be considered where HeyGlobel confirms that the package had no usable coverage in the advertised destination and reasonable troubleshooting did not resolve the issue.

16. Unsupported Applications and Online Services

Most HeyGlobel eSIMs provide mobile data only.

HeyGlobel does not guarantee that every internet application, VoIP service, messaging platform, social network, banking application, video service, VPN, website, or online service will function in every destination.

A refund will generally not be available where mobile data works but a specific third-party application or service is blocked, restricted, unsupported, or unavailable in the destination country.

17. Expired Packages

A refund will generally not be available after a package has expired.

You are responsible for checking the activation rule and validity period before installation and use.

Unused data remaining at expiry has no cash value and is not normally refundable, transferable, or extendable.

18. Top-Up Refunds

Top-ups are digital services and are generally non-refundable once successfully applied, provisioned, activated, added to an eSIM, or made available for use.

A top-up refund may be considered where payment was successful but the top-up was not delivered, a duplicate top-up was purchased and remains unused, or a confirmed provider error prevented the top-up from being applied.

A top-up is generally non-refundable after any part of the added data or validity has been used.

A top-up may also be non-refundable where it was purchased for an expired, deleted, unsupported, or otherwise ineligible eSIM and the eligibility information was correctly displayed before purchase.

19. Staged or Incremental Data Allocation

Some HeyGlobel packages may deliver the purchased allowance in stages, portions, data pools, or automatic allocations rather than provisioning the entire allowance at one time.

A package is not considered partially undelivered merely because later portions have not yet been allocated where the staged-delivery system is operating according to the package terms.

A refund may be considered if a confirmed system or provider error permanently prevents HeyGlobel from delivering the remaining purchased allowance and the issue cannot be resolved through reprovisioning, replacement, or another reasonable remedy.

20. Duplicate Orders or Payments

If you accidentally submit a duplicate order or duplicate payment, contact HeyGlobel support as soon as possible.

A duplicate order may be refunded where the duplicate eSIM or top-up remains uninstalled, unactivated, unused, and cancellable by the provider.

A refund may not be available where both duplicate products have been installed, activated, consumed, transferred, or otherwise used.

21. Incorrect or Unauthorised Payments

If you believe a HeyGlobel payment was unauthorised, contact HeyGlobel support and your payment provider promptly.

HeyGlobel may request identity verification, account information, payment confirmation, and other evidence before investigating the transaction.

Where a payment was processed by Apple, Google Play, a card issuer, a digital wallet, or another payment provider, you may also need to use that provider’s unauthorised-transaction process.

22. Purchases Processed Directly by HeyGlobel

Where Digital Union International or an authorised HeyGlobel payment processor charged your payment method, refund requests should be submitted directly to HeyGlobel.

Approved refunds will normally be returned to the original payment method used for the purchase.

HeyGlobel may be unable to send a refund to a different card, bank account, wallet, person, or payment method because of fraud-prevention and payment-network rules.

If the original payment method cannot receive the refund, HeyGlobel may request additional information or offer another lawful refund method where available.

23. Purchases Processed by Apple

If your receipt shows that Apple processed the payment, the refund request is governed by Apple’s refund process, Apple Media Services terms, applicable consumer law, and Apple’s decision.

Apple-billed refund requests may be submitted through https://reportaproblem.apple.com .

HeyGlobel cannot directly issue, approve, reverse, or guarantee a refund for a transaction billed by Apple.

HeyGlobel may still provide technical support, order information, usage confirmation, and other reasonable assistance concerning the underlying eSIM service.

If Apple approves a refund, the time required for funds to return depends on Apple and the original payment method.

24. Purchases Processed by Google Play

If your receipt shows that Google Play processed the payment, the refund request may be governed by Google Play’s refund rules, applicable consumer law, and the timing and nature of the purchase.

You may submit an eligible Google Play refund request through Google Play support or the refund options available in your Google account.

Depending on the transaction and Google Play rules, Google may decide the request, or Google may direct you to contact HeyGlobel.

HeyGlobel cannot guarantee that Google Play will approve a refund.

If Google Play processed the payment, any approved refund may need to be completed through Google Play rather than directly by HeyGlobel.

25. Apple Pay and Google Pay

Using Apple Pay or Google Pay does not necessarily mean that Apple or Google sold the eSIM.

Apple Pay and Google Pay may function only as payment-wallet methods while the underlying transaction is processed by HeyGlobel’s payment provider.

The merchant named on your receipt or payment statement determines whether the refund should be requested from HeyGlobel, Apple, Google Play, or another payment provider.

26. Promotional Credits, Discounts, and Free Services

Promotional credits, coupons, referral rewards, free data, bonus allocations, complimentary packages, and other non-cash benefits are generally not redeemable for cash.

If an order paid partly with a discount or credit is refunded, the refund will normally not exceed the actual amount paid by the customer.

Expired, cancelled, promotional, or bonus value may not be restored after a refund unless HeyGlobel expressly agrees otherwise.

27. Partial Refunds and Alternative Remedies

HeyGlobel may offer a partial refund, replacement eSIM, replacement package, additional data, validity extension, account credit, or another reasonable remedy where only part of the purchased service was affected.

A partial refund may reflect the amount of data or validity already delivered or used, the part of the service that remained available, provider charges already incurred, and the nature of the confirmed issue.

HeyGlobel will not reduce a refund in a way that violates applicable consumer law.

Acceptance of an account credit or replacement offered as a final settlement may resolve the applicable refund claim where permitted by law.

28. Refund Request Information

A refund request should include your full name, account email or purchase email, order number, transaction ID, package name, destination, purchase date, reason for the request, and the remedy requested.

For technical issues, you may also be asked to provide the ICCID, device model, operating-system version, screenshots, error messages, network information, activation status, and a description of troubleshooting already completed.

Do not send your account password, complete payment-card number, Apple password, Google password, or unrelated confidential information.

29. Refund Review Process

HeyGlobel may review the order status, eSIM status, activation status, installation status, data usage, validity period, provider records, payment records, support history, customer evidence, and suspected fraud or duplication.

HeyGlobel may contact the eSIM provider, telecommunications partner, payment processor, Apple, Google, bank, wallet provider, or another relevant service provider where necessary to investigate the claim.

The review period depends on the complexity of the issue and how quickly third-party providers respond.

HeyGlobel will notify you when a decision has been made or when additional information is required.

30. Refund Processing Time

After HeyGlobel approves a direct refund, we will submit the refund to the relevant payment processor within a reasonable business period.

The time required for the refunded amount to appear in your account depends on the bank, card network, wallet, Apple, Google Play, payment provider, currency, country, and original payment method.

HeyGlobel cannot control or guarantee the posting time after a refund has been submitted to the payment provider.

31. Currency Conversion and Third-Party Charges

A refund is normally processed in the original transaction currency where supported.

The amount shown in your local currency may differ from the original local-currency amount because of exchange-rate changes, card-network conversion, bank fees, wallet fees, international-transaction charges, or other third-party charges.

HeyGlobel is not responsible for exchange-rate differences or fees imposed independently by your bank, card issuer, wallet provider, Apple, Google, or another payment provider.

HeyGlobel will not withhold an amount from an approved refund where doing so would violate applicable law or payment-network rules.

32. Account Deletion and App Uninstallation

Deleting your HeyGlobel account, uninstalling the Android or iOS application, signing out, deleting the eSIM, or removing your payment method does not automatically cancel an order or create a refund.

You should submit any refund request before deleting your account where possible so that HeyGlobel can verify the transaction and service status.

HeyGlobel may retain limited order, payment, usage, fraud-prevention, and refund records after account deletion where legally permitted or required.

33. Chargebacks and Payment Disputes

You are encouraged to contact HeyGlobel support before submitting a chargeback so that we have an opportunity to investigate and resolve the issue.

If a chargeback or payment dispute is opened, HeyGlobel may suspend the related order, eSIM, top-up, account, guest-order link, or future purchases while the dispute is investigated.

HeyGlobel may provide the payment provider with order records, delivery records, activation records, usage records, support communications, and other relevant evidence.

Nothing in this section prevents you from exercising a lawful chargeback, payment-dispute, or consumer-protection right.

34. Refund Abuse and Fraud

HeyGlobel may refuse a refund, suspend an account, cancel an order, restrict future purchases, or take other lawful action where there is evidence of fraud, false information, repeated refund abuse, chargeback abuse, identity misuse, stolen payment methods, promotion abuse, resale, or intentional consumption followed by a false non-delivery claim.

HeyGlobel may also restrict accounts that repeatedly purchase, activate, consume, and then dispute digital services without a legitimate basis.

Any fraud determination will be based on available evidence and will not limit rights that cannot legally be excluded.

35. Service Credits

Where appropriate, HeyGlobel may offer account credit or promotional credit instead of a cash refund.

Any expiry date, destination restriction, package restriction, or other condition attached to an offered credit will be disclosed before acceptance.

36. Customer Responsibilities

Before purchasing, you are responsible for confirming device compatibility, carrier-unlocked status, destination coverage, package allowance, activation method, validity period, travel dates, and required device settings.

You are also responsible for protecting your account, QR code, activation code, guest-order link, and device from unauthorised access.

You should contact support promptly after discovering an issue and before the package expires or data is consumed.

37. Provider and Network Decisions

HeyGlobel relies on third-party eSIM providers, mobile operators, roaming networks, payment processors, Apple, Google, and other service providers.

Provider records may be required to confirm whether an eSIM was delivered, installed, activated, used, expired, cancelled, or eligible for recovery.

HeyGlobel will make reasonable efforts to assist customers but cannot approve a provider cancellation or marketplace refund that the relevant provider does not permit, except where mandatory law requires another remedy.

38. Consumer Rights

Some countries provide mandatory cancellation, refund, conformity, digital-content, telecommunications, or consumer-guarantee rights.

These rights may vary depending on your country, the payment method, whether you requested immediate delivery, whether the digital service was activated or used, and whether the service was defective.

39. How to Request a Refund

For purchases processed directly by HeyGlobel, send your refund request to support@heyglobel.com or use the official support options available through the HeyGlobel website or mobile application.

40. Refund Decisions

HeyGlobel will review refund requests fairly and individually using the order status, eSIM status, usage, provider confirmation, payment method, troubleshooting evidence, customer circumstances, and applicable law.

HeyGlobel reserves the right to approve, partially approve, offer an alternative remedy, or reject a request where permitted by law.

Where Apple, Google Play, a bank, card issuer, or another marketplace is responsible for deciding the refund, the decision may be made by that third party rather than HeyGlobel.

41. Changes to This Refund Policy

HeyGlobel may update this Refund Policy to reflect changes in services, providers, payment methods, application-store rules, technology, business practices, or applicable law.

The updated policy will be published with a revised “Last Updated” date.

A refund request will generally be reviewed under the policy applicable when the relevant purchase was completed, together with any mandatory law that applies at the time of the request.

42. Contact Information