This Refund Policy applies to eSIMs and related digital connectivity services purchased directly from 1Locol.
If you purchased a service from a third party, you must contact that third party regarding any refund request.
Nothing in this Refund Policy limits your rights under applicable consumer law.
1. 14-Day Cancellation Period
If you purchase an eSIM as a consumer, you may cancel your purchase within 14 days of the date of purchase, subject to applicable consumer law.
For the purposes of this Policy, an eSIM plan is activated when its validity period begins. Depending on the plan, this will occur either when the eSIM is first installed or when it first connects successfully to a supported network. The applicable activation method will be shown before purchase and in your order confirmation.
An eSIM plan must be activated within the plan-specific activation period shown before purchase and in your order confirmation. The period begins when the purchase is completed and provides up to the displayed number of days for activation. After that period, the plan expires and cannot be activated. This activation period does not extend the 14-day cancellation period described above.
If the plan expires solely because you did not activate it within that disclosed period, the unused plan and its data allowance are forfeited. The expiry or non-use of the plan does not by itself entitle you to a refund.
You may request a voluntary change-of-mind refund during the 14-day cancellation period provided that the eSIM plan has not been activated.
Once the plan's validity period has begun, it will no longer be eligible for a voluntary change-of-mind refund from 1Locol.
This restriction does not affect any statutory cancellation right or remedy that remains available under applicable consumer law.
It also does not affect your rights if the eSIM is faulty, not supplied as described, unavailable as represented, or otherwise does not conform with applicable consumer law.
2. Failure to Supply, Technical Problems and Statutory Remedies
If your eSIM has been activated but cannot be used because of a technical problem, contact support@1locol.com as soon as reasonably possible.
We may ask for information necessary to investigate the issue, including:
- your order number;
- the email address used for the purchase;
- your device make and model;
- screenshots of relevant device or network settings; and
- a description of the issue.
You must reasonably cooperate with troubleshooting where doing so is necessary and proportionate to identify or resolve the problem.
If the eSIM or service does not conform with the contract, we will bring it into conformity free of charge, within the shortest reasonable time and without significant inconvenience to you, where applicable consumer law requires us to do so.
You may instead be entitled to an appropriate proportionate price reduction or to terminate the affected contract and receive the refund required by law where, under applicable consumer law:
- bringing the service into conformity is impossible or disproportionate;
- we have failed to bring it into conformity as required;
- the same or another lack of conformity appears after an attempted remedy;
- the lack of conformity is sufficiently serious to justify an immediate price reduction or termination; or
- we state, or it is clear from the circumstances, that we will not bring it into conformity within the required time and without significant inconvenience.
A proportionate price reduction will reflect any period during which the service did not conform with the contract. If we fail to supply the service, you may ask us to supply it without undue delay. You may be entitled to terminate immediately where we fail to supply it after that request, state that we will not supply it, or miss an agreed time for supply that was essential in the circumstances.
These are statutory remedies for a failure to supply or a non-conforming service. They are separate from the voluntary change-of-mind refund described in section 1 and from any discretionary goodwill remedy we may offer.
Your statutory rights remain unaffected.
3. Non-Refundable Situations
Outside the voluntary 14-day refund eligibility described in section 1, and unless required by applicable law, refunds will generally not be provided where:
- the eSIM plan has been activated and its validity period has begun;
- the 14-day cancellation period has expired and there is no qualifying technical or service issue;
- you did not activate the eSIM within the activation period disclosed before purchase and in your order confirmation, provided the 14-day cancellation period has expired and no statutory cancellation right or remedy applies;
- your device is not eSIM-compatible, provided the applicable compatibility requirements were made clear before purchase and 1Locol did not represent your device as compatible;
- your device is carrier-locked or has another device-specific restriction that prevents use of the eSIM, provided the relevant requirements were made clear before purchase;
- you purchased an eSIM for the wrong country, region, destination, or device;
- you incorrectly installed or configured the eSIM despite the service being available;
- you deleted an activated eSIM from your device;
- coverage is unavailable or degraded in a particular location due to circumstances outside 1Locol's reasonable control, provided the service was otherwise supplied as described; or
- you fail to reasonably cooperate with troubleshooting required to investigate or resolve a reported issue.
This section does not affect your rights where a service is faulty, misdescribed, unavailable as represented, or otherwise does not conform with applicable consumer law. This includes circumstances where information or a compatibility tool supplied by 1Locol indicated that your device was compatible when it was not, or where the inability to use the service results from the supplied eSIM or service rather than your device.
4. Cancelling or Requesting a Refund
To cancel an eligible purchase or request a refund, contact 1Locol eSIM Support using either of the following methods:
- Email: support@1locol.com
- WhatsApp: talk to our support team
You may also use our optional cancellation form, which prepares a cancellation notice for you to send through WhatsApp.
Tell us clearly that you wish to cancel your purchase and provide:
- your order number;
- the email address used for the purchase; and
- enough information for us to identify the relevant eSIM or order.
You do not need to provide a reason when exercising an applicable statutory right to cancel during the 14-day cancellation period.
If you are requesting a refund because of a technical or service problem, we may also ask for a description of the problem and supporting information reasonably necessary to investigate it.
We will review your request and notify you of the outcome.
Once we confirm that you meet the applicable refund criteria, 1Locol will initiate the refund within 7 days. In all cases, where a refund is legally due following cancellation, we will initiate it without undue delay and no later than 14 days after we are informed of your decision to cancel, or sooner where applicable law requires.
5. Refund Method
Approved refunds will ordinarily be returned to the original payment method used for the purchase.
After 1Locol initiates the refund, the time taken for the funds to appear in your account will depend on your bank, card issuer, or payment provider and is outside 1Locol's control.
Where applicable law requires repayment using the original payment method or otherwise prescribes the method of reimbursement, your statutory rights will take precedence.
6. Incorrect or Unauthorized Charges
If you believe you have:
- been charged an incorrect amount;
- been charged more than once; or
- been charged for a purchase you did not authorize,
contact support@1locol.com as soon as possible.
We may investigate the transaction and temporarily restrict an account or transaction where fraud or unauthorized activity is suspected.
Where an incorrect or duplicate charge is confirmed, we will correct or refund it as appropriate.
Unauthorized transactions will be handled based on the circumstances of the transaction, applicable payment-provider or card-network rules, and your rights under applicable law.
7. Contact Us
If you have questions about this Refund Policy or wish to request a refund, contact:
1Locol Customer Support
support@1locol.com