Refund and guarantee policy

1. Our connection guarantee

If your eSIM won't connect, here's what happens:

• Email support@ryvosim.com with your order reference as soon as you notice the problem. The 24 hours starts when we receive your message.
• We'll reply with a short list of checks for your phone, such as turning on data roaming for the eSIM line and choosing the eSIM for mobile data. If you can't try them, tell us why.
• If your eSIM still doesn't connect and we can't fix it within 24 hours of your first message, we refund your plan in full to your original payment method.

If it's clear sooner that we can't fix the problem, we won't make you wait. We'll refund you straight away.

The guarantee applies when the eSIM is installed on a compatible, unlocked phone, you're in a destination your plan covers, and you contact us before your plan's validity ends.

We don't refuse a refund because your eSIM shows a small amount of data use. That can happen during setup, before a connection fails.

2. If your phone isn't compatible

If your phone doesn't support eSIM, or it's locked to a carrier, we'll refund you in full. Please tell us before the eSIM has been installed on another phone.

3. Unused eSIMs

If you haven't installed your eSIM, you can ask for a full refund, for any reason, within 6 months of buying it.

4. If you've already used some of your plan

• If your plan worked and then stopped, and we can't fix it within 24 hours of you contacting us, we refund the unused part: the unused share of your data on a fixed-data plan, or the unused days on a day pass, based on what you paid. If the failure is a major one, you can choose a full refund instead.
• If you got less data at full speed, or fewer days, than your plan stated, we refund the part you didn't get, or the whole plan if it made the plan unusable for its purpose.
• If you bought the same plan twice by mistake, we refund the one you haven't installed.
• If your plans change after your plan has started, and it's working as described, we don't refund it. This doesn't affect your rights under consumer law.

5. How we pay refunds

• There's no admin or processing fee on any refund.
• We refund to your original payment method, in the currency you paid.
• We process your refund within 5 business days of approving it. Your bank may take longer to show it in your account.
• Your bank's exchange rates and fees are outside our control.

6. When we may refuse a refund

We may refuse a refund under this policy if the eSIM was used outside the destinations its plan covers, if it was used against our fair use policy, or if there are clear signs of fraud, such as repeated claims on eSIMs that work. We'll always tell you why. This never limits your rights under consumer law.

7. Your rights under consumer law

Our services come with guarantees that can't be excluded under the Australian Consumer Law. For a major failure with the service, you're entitled to cancel your contract with us and to a refund for the unused portion, or to compensation for its reduced value. You're also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure doesn't amount to a major failure, you're entitled to have the problem fixed in a reasonable time and, if that isn't done, to cancel your contract and get a refund for the unused portion.

Consumers in the United Kingdom, the European Union and elsewhere also keep the rights their local law gives them. This policy is in addition to all of those rights.