Refund and Cancellation Policy

This Refund and Cancellation Policy explains when an ArvoSim Order may be cancelled and when a refund, replacement, Wallet adjustment or other remedy may be available.

This Policy applies to:

• eSIM Plans purchased using Wallet Balance;
• Wallet top-ups made using an accepted payment card;
• Orders that are delayed, unavailable or not delivered;
• faulty, invalid or incorrectly supplied eSIMs;
• duplicate or unauthorised transactions; and
• unused Wallet Balance when an Account is permanently closed.

This Policy forms part of the ArvoSim Terms and Conditions and should be read together with our:

• Terms and Conditions;
• eSIM Delivery and Activation Policy;
• Payment and Wallet Policy;
• Privacy Policy; and
• Complaints and Dispute Resolution Policy.

ArvoSim is operated by ELVORIN LTD, company number 17344051, Dept 6946, 196 High Road, Wood Green, London, United Kingdom, N22 8HH. Email: info@arvosim.com. Website: arvosim.com.

In this Policy, "ArvoSim", "we", "us" and "our" refer to ELVORIN LTD.

For the purposes of this Policy:

• Account means a registered ArvoSim user account.
• Cash-Funded Balance means Wallet Balance created through a successful payment made by the user, excluding promotional or complimentary credit.
• eSIM means an electronic SIM profile supplied digitally through a QR code or equivalent installation information.
• eSIM Plan or Plan means a prepaid mobile data package purchased through ArvoSim.
• Order means a request to purchase an eSIM Plan using Wallet Balance.
• Promotional Credit means Wallet credit provided without a corresponding payment, including bonuses, referral rewards, promotional balances and goodwill credits.
• Used eSIM means an eSIM that network or provider records show has connected to a Supported Network and consumed any amount of mobile data.
• Wallet Balance means prepaid Account credit that may be used to purchase eligible eSIM Plans through ArvoSim.

ArvoSim operates a Wallet-only purchasing model.

This means that:

• the user first adds funds to their Wallet Balance;
• the user then purchases an eSIM Plan using that Wallet Balance; and
• the eSIM Plan is not charged directly to the payment card.

As a result, different refund rules apply to:

• the cancellation or refund of an eSIM Order;
• the reversal of a Wallet top-up; and
• the return of unused Wallet Balance when an Account is permanently closed.

Unless this Policy expressly states otherwise, an approved refund for an eSIM Plan will be returned to the Wallet Balance from which the Plan was purchased.

You may request cancellation of an Order before the eSIM QR code or equivalent activation information has been delivered.

To request cancellation, email info@arvosim.com and include:

• the email address associated with your Account;
• the Order reference;
• the destination and Plan;
• the date of the Order; and
• a clear request to cancel.

ArvoSim Orders are processed manually. We therefore cannot guarantee that a cancellation request will be reviewed before delivery if fulfilment is already underway.

If the Order has not yet been accepted or fulfilled, the full Plan price will be restored to your Wallet Balance without an administrative deduction.

An eSIM is digital content supplied without a physical medium.

Where applicable, the user may be asked during the ordering process to:

• expressly request or consent to delivery before the end of any statutory cancellation period; and
• acknowledge that the statutory right to cancel may be lost when digital supply begins.

Digital supply begins when the QR code or equivalent activation information is delivered to the email address associated with the Account.

The loss of a statutory cancellation right following valid consent does not remove:

• ArvoSim's voluntary 30-day refund right for unused eSIM Plans;
• rights relating to faulty, unavailable or misdescribed digital content; or
• any other rights that cannot lawfully be excluded.

ArvoSim offers a full refund for an unused eSIM Plan where:

• the refund request is submitted within 30 calendar days of the Order date;
• the eSIM has not connected to a Supported Network and consumed data;
• the relevant Order can be identified;
• the user provides any reasonable information required to verify non-use; and
• the request is not fraudulent, abusive or part of repeated misuse of the refund process.

The full Plan price will be restored to the Wallet Balance without an administrative or cancellation fee.

This voluntary refund may be available even if:

• the QR code has already been delivered;
• the eSIM has been installed but has not connected or consumed data;
• the user purchased the wrong destination or Plan;
• the user's travel plans changed; or
• the user no longer requires the Plan.

Installation by itself does not necessarily mean that an eSIM has been used.

An eSIM is considered used when reliable network or provider records show that it has:

• connected to a Supported Network; and
• consumed any amount of mobile data.

Network and technical-provider records will normally be the primary evidence of activation and usage. We may also consider:

• Account records;
• device screenshots;
• connection logs;
• support correspondence;
• the time of activation;
• the quantity of data consumed; and
• evidence of a technical reporting error.

If there is a genuine dispute about whether an eSIM was used, we will review the available information reasonably and in good faith.

A Used eSIM is not ordinarily eligible for a change-of-mind refund.

A refund, price reduction, replacement or other remedy may nevertheless be available where:

• the eSIM was faulty;
• the Plan was materially different from its description;
• the supplied coverage materially differed from the purchased destination;
• the eSIM stopped functioning because of a fault attributable to ArvoSim or its providers;
• the user received substantially less service than was purchased;
• the same technical problem continued after reasonable troubleshooting or replacement; or
• applicable law requires another remedy.

Where the user received part of the purchased benefit, a proportionate Wallet refund or price reduction may be offered.

Where the user received no meaningful benefit, a full refund may be appropriate.

If the QR code has not been received within a reasonable period after the Order was submitted, you should:

• check spam, junk and promotions folders;
• confirm that the Account email address is correct;
• search the mailbox for messages from ArvoSim; and
• contact info@arvosim.com with the Order details.

We will investigate whether the Order was:

• successfully submitted;
• accepted;
• manually processed;
• sent to the correct email address;
• rejected or delayed by the email service;
• affected by a technical failure; or
• unavailable for fulfilment.

Depending on the circumstances, we may:

• complete the Order;
• resend the delivery email;
• provide the QR code to a verified replacement email address;
• issue a replacement eSIM;
• offer an equivalent Plan; or
• restore the full Plan price to the Wallet Balance.

If the Order cannot be fulfilled, the full Plan price will be restored without an administrative deduction.

The eSIM QR code is normally delivered within several hours after a valid Order is submitted, but this is an indicative processing period rather than a guaranteed deadline.

If delivery is materially delayed, you may request cancellation while the Order remains unfulfilled.

Where:

• a specific delivery deadline was expressly agreed;
• delivery by that deadline was essential and communicated to us; or
• the delay defeats the principal purpose of the Order,

we will assess the request promptly and provide any remedy required by applicable law.

Users should submit Orders sufficiently in advance of the time when connectivity is required because Orders are manually processed.

An eSIM Plan may become unavailable after an Order is submitted because of:

• a provider or network restriction;
• a provisioning failure;
• a change in destination coverage;
• temporary capacity limitations;
• a legal or sanctions restriction;
• a technical or pricing error; or
• circumstances outside our reasonable control.

If we cannot supply the selected Plan, we may offer:

• a materially equivalent Plan;
• another Plan for the same destination;
• restoration of the full Plan price to the Wallet Balance; or
• another remedy required by applicable law.

We will not substitute a materially different Plan without your agreement.

You may reject a proposed replacement and request restoration of the full Plan price to your Wallet Balance.

You should contact us if the QR code:

• cannot be scanned;
• is shown as invalid;
• has already been used before you received it;
• does not install the purchased eSIM profile;
• produces an unexplained activation error; or
• contains incorrect provisioning information.

Before approving a refund, we may reasonably attempt to:

• provide manual installation information;
• resend the QR code;
• correct the provisioning details;
• issue a replacement QR code;
• replace the eSIM; or
• provide an equivalent Plan.

You should not repeatedly scan the QR code, delete a partially installed eSIM or attempt installation on several devices unless instructed to do so.

If the eSIM installs but does not connect, we may ask you to check:

• whether you are within the Plan's coverage area;
• whether the eSIM line is enabled;
• whether the ArvoSim eSIM is selected for mobile data;
• whether data roaming is enabled where required;
• whether automatic mobile-data switching is disabled;
• whether the correct APN settings are entered;
• whether a Supported Network is available;
• whether the device is carrier-unlocked; and
• whether restarting the device or toggling airplane mode resolves the issue.

We may require reasonable cooperation with troubleshooting before determining whether the eSIM is faulty.

Troubleshooting must be completed within a reasonable time and without causing significant inconvenience, taking account of:

• the user's travel dates;
• the period for which the Plan was purchased;
• the urgency of connectivity;
• the duration of the problem; and
• the practical availability of a replacement.

Where an eSIM does not materially conform to the contract, we may first provide an appropriate remedy by:

• correcting the configuration;
• repairing or reprovisioning the eSIM;
• resending activation information;
• issuing a replacement eSIM; or
• supplying a materially equivalent replacement Plan.

A repair or replacement will be provided without an additional charge where the fault is attributable to ArvoSim or its providers.

If repair or replacement:

• is impossible;
• is disproportionate;
• is not completed within a reasonable time; or
• causes significant inconvenience,

you may be entitled to an appropriate price reduction.

The price reduction may be up to the full Plan price where the eSIM provided no meaningful benefit.

If you purchase the wrong Plan or destination, you may request a full refund to the Wallet Balance under the voluntary 30-day refund right, provided that the eSIM remains unused.

If the eSIM has already connected and consumed data, a refund will not normally be available merely because:

• the wrong destination was selected;
• the wrong data allowance was selected;
• the user misunderstood the Plan validity period; or
• the user later preferred a different Plan.

This does not affect remedies where the Plan description was inaccurate, unclear or materially misleading.

Users are responsible for checking before purchase that their device:

• supports eSIM technology;
• is not locked to another network;
• supports the relevant network bands;
• permits installation of another eSIM;
• has compatible software; and
• can use data roaming where required.

An unused eSIM may still qualify for the voluntary 30-day refund where the device proves incompatible.

Once the eSIM has connected and consumed data, incompatibility with another device, a later device change or a preferred device configuration will not normally create a refund right.

Nothing in this section limits rights where ArvoSim provided materially incorrect compatibility information that the user reasonably relied upon.

You should contact support before deleting an eSIM that is not functioning correctly.

A replacement or refund may be refused where the problem was caused by:

• deleting a functioning eSIM;
• attempting to transfer it to another device;
• installing it on the wrong device;
• sharing or publishing the QR code;
• allowing another person to use the eSIM; or
• compromising the activation information.

However, an unused eSIM may remain eligible for the voluntary 30-day refund where provider records confirm that no data was consumed and there is no evidence of fraud or abuse.

Mobile coverage and performance may vary because of:

• local network availability;
• network congestion;
• geographic conditions;
• buildings and physical obstructions;
• device capabilities;
• supported network frequencies;
• temporary maintenance;
• weather or infrastructure incidents;
• local restrictions; and
• the availability of 4G, LTE or 5G.

A refund will not normally be provided solely because:

• the connection was slower than expected;
• 5G was unavailable but another supported data connection worked;
• coverage was weaker in a particular building or location;
• a specific local network was unavailable while another Supported Network worked; or
• temporary congestion affected performance.

A refund or price reduction may be considered where the Plan was materially unusable throughout a substantial part of the covered destination and the problem was attributable to the supplied service rather than local or device-specific conditions.

Refunds are not normally available for data consumed through:

• automatic software updates;
• cloud backups;
• video or audio streaming;
• application downloads;
• hotspot or tethering use;
• background applications;
• operating-system services;
• incorrect device settings; or
• unauthorised access caused by the user's failure to secure the device.

Users are responsible for monitoring usage and controlling device settings.

We will investigate credible evidence that usage records are technically incorrect or that data was consumed because of a service fault.

If you accidentally purchase the same or a substantially identical Plan more than once, contact us promptly.

Where the duplicate eSIM remains unused, we will normally restore the duplicate Plan price to the Wallet Balance.

If both eSIMs have been activated and used, we will assess the request based on:

• the amount of data consumed;
• the circumstances of the duplicate purchase;
• whether the Website or Service caused the duplication; and
• applicable consumer rights.

Wallet top-ups are not ordinarily refundable or withdrawable while an Account remains active.

Exceptions may apply where:

• the payment was duplicated;
• the wrong amount was charged because of a technical error;
• the payment was unauthorised;
• the Wallet credit was not provided;
• the payment was accepted but the Wallet service cannot be provided;
• applicable law requires a refund; or
• the Account is permanently closed in accordance with Section 24.

The non-refundable nature of ordinary Wallet top-ups does not allow ArvoSim to retain money resulting from an established payment error, unauthorised transaction or legal entitlement to reimbursement.

If you make an accidental Wallet top-up, contact us promptly before spending any part of the credited balance.

We may consider a reversal where:

• the Wallet credit remains completely unused;
• the request is made promptly;
• the original payment can be identified and reversed;
• no eSIM Order has been placed using the credit;
• no fraud or abuse is suspected; and
• reversal is operationally and legally possible.

Any such reversal is discretionary unless required by applicable law.

Once the Wallet credit has been used, the ordinary eSIM refund rules will apply to the relevant Order.

If you believe that a Wallet top-up was made without your permission, contact:

• your card issuer or payment provider; and
• ArvoSim at info@arvosim.com.

You should provide:

• the Account email address;
• the transaction date;
• the amount;
• the payment reference, if available; and
• a description of why the transaction is unauthorised.

Do not send full card details, passwords or authentication codes by email.

We may temporarily restrict the Account while investigating the transaction.

If the payment is confirmed as unauthorised, we may reverse the corresponding Wallet credit and process any required refund through the relevant payment channel.

An Account cannot currently be closed through a self-service function.

To request permanent Account closure, email info@arvosim.com from the email address associated with the Account.

Before closing the Account, we may need to:

• verify your identity and Account ownership;
• complete or cancel pending Orders;
• resolve refunds or payment disputes;
• investigate suspected unauthorised activity;
• identify the source of Wallet funds; and
• deduct any amount validly owed because of a reversed payment or chargeback.

Following final Account closure, the verified unused Cash-Funded Balance will be returned without an administrative deduction.

The refund will normally be made to the original payment method where reasonably possible.

Where:

• several payment methods were used;
• the original payment method is no longer available;
• the original payment method cannot receive the refund; or
• technical restrictions prevent the original route,

we may request reasonable alternative payment information or agree another refund method with the user.

Promotional Credit:

• does not represent a payment made by the user;
• is not redeemable for cash;
• is not included in the cash refund due on Account closure;
• may be subject to separate promotional conditions; and
• may be removed if obtained through fraud or abuse.

If an eSIM was purchased partly with Cash-Funded Balance and partly with Promotional Credit, any approved refund will normally be returned in the same proportions:

• the cash-funded portion as Cash-Funded Balance; and
• the promotional portion as Promotional Credit.

Promotional Credit may be restored only while the relevant promotion remains valid, unless otherwise required by its terms.

Refund requests must be sent to: info@arvosim.com

The request should include:

• the email address associated with the Account;
• the Order reference;
• the destination and Plan;
• the date of purchase;
• the reason for the request;
• the device model, where relevant;
• screenshots of any error;
• a summary of troubleshooting already completed; and
• the remedy requested.

Do not include:

• full payment-card numbers;
• card security codes;
• Account passwords;
• authentication codes; or
• unnecessary sensitive personal information.

Failure to provide relevant information may delay the investigation but will not remove rights that apply under law.

We will review:

• the Order history;
• delivery records;
• activation and usage records;
• Wallet transactions;
• support correspondence;
• technical-provider information;
• evidence supplied by the user; and
• any suspected fraud or abuse.

We may ask for additional reasonable information where necessary.

We will not require technical evidence that would be impossible or unreasonably difficult for an ordinary consumer to obtain.

The refund method depends on the type of transaction.

28.1 eSIM Plan refund — Because eSIM Plans are purchased using Wallet Balance, an approved voluntary eSIM refund will normally be restored to the Wallet Balance.

28.2 Wallet top-up refund — Where a Wallet top-up qualifies for refund, the amount will normally be returned to the original payment method.

28.3 Account closure — Verified unused Cash-Funded Balance will normally be returned to the original payment method or another agreed method where the original route is unavailable.

28.4 Mandatory monetary refunds — Where applicable law entitles a Consumer to a monetary refund rather than Account credit, we will provide the refund using the method required by law or another method expressly agreed with the Consumer.

We will not impose an administrative fee on an approved full refund.

We will process approved refunds without undue delay.

Wallet Balance adjustments will normally be completed within five business days after approval.

Where a payment-card refund is required:

• ArvoSim will normally initiate it within five business days after approval;
• statutory refunds will be initiated within any shorter or mandatory legal period that applies; and
• the card issuer or payment provider may require additional time to display the refund.

Card refunds commonly appear within 5–10 business days after processing, although the precise timing is controlled by the card issuer or payment provider.

Wallet Balance and eSIM Plan transactions are maintained in GBP.

Where a payment-card refund is made, we will refund the applicable GBP amount.

If the original card payment involved currency conversion:

• the card issuer may use a different exchange rate when processing the refund;
• foreign transaction charges may not be reversed;
• the amount shown in another currency may differ from the original converted amount; and
• ArvoSim does not retain or control the card issuer's exchange-rate difference.

This does not affect the requirement to refund the correct GBP amount.

If you recognise a transaction but believe that an Order, Wallet credit or refund was handled incorrectly, please contact info@arvosim.com before initiating a chargeback.

This allows us to:

• investigate the issue;
• correct an error;
• complete a pending refund;
• provide delivery evidence; and
• avoid unnecessary restrictions on the Account.

Nothing in this Policy prevents you from exercising rights available through your card issuer, payment provider or applicable law.

Where a chargeback is initiated, we may temporarily suspend the corresponding Wallet Balance or Account while the matter is investigated.

If a payment is reversed after its Wallet credit has been spent, we may deduct the reversed amount from the Wallet Balance or require repayment of the resulting negative balance.

We may refuse a voluntary refund, suspend an Account or investigate further where there is reasonable evidence of:

• repeated purchases followed by refund requests;
• attempts to use an eSIM and then claim it was unused;
• manipulation of activation or usage records;
• duplicate claims through ArvoSim and a card issuer;
• use of stolen or unauthorised payment information;
• creation of multiple Accounts to obtain repeated refunds;
• abuse of promotional credit;
• false screenshots or misleading information; or
• attempts to retain both a refund and the purchased benefit.

We will not refuse a valid statutory remedy merely because the user previously requested another legitimate refund.

The voluntary refund rights stated in this Policy apply to Business Users unless a separate written business agreement provides otherwise.

Statutory consumer protections described in this Policy apply only where the user qualifies as a Consumer.

Nothing in this Policy limits rights or remedies that cannot legally be excluded from a Business User.

This Policy provides contractual and voluntary rights in addition to any mandatory rights available under applicable consumer law.

Nothing in this Policy excludes or limits rights relating to digital content that is:

• not of satisfactory quality;
• not fit for a purpose made known to us;
• not as described;
• supplied without the legal right to do so;
• not repaired or replaced within a reasonable time;
• not repaired or replaced without significant inconvenience; or
• otherwise non-compliant with mandatory law.

Where mandatory law provides a more favourable remedy than this Policy, the mandatory legal right will apply.

If you disagree with a refund decision, you may request reconsideration by replying to the decision or emailing info@arvosim.com.

Please explain:

• why you disagree;
• what information may have been overlooked;
• the remedy you consider appropriate; and
• any new evidence supporting the request.

The matter will be reviewed in accordance with the Complaints and Dispute Resolution Policy.

Nothing in this section prevents a Consumer from using any court, regulator, payment-provider process or alternative dispute mechanism available under applicable law.

We may update this Policy to reflect changes to:

• the Service;
• Wallet functionality;
• eSIM delivery;
• payment-provider requirements;
• refund processes;
• applicable law; or
• our business operations.

The updated Policy will be published on arvosim.com with a revised "Last updated" date.

Changes will not retrospectively reduce rights relating to an Order already accepted.

Questions, cancellation requests and refund claims may be directed to ELVORIN LTD, company number 17344051, Dept 6946, 196 High Road, Wood Green, London, United Kingdom, N22 8HH.

Email: info@arvosim.com. Website: arvosim.com.