1. Digital product — sales are final
eSIM profiles are digitally delivered, one-time-use telecom products. Once an order is processed and the QR code has been issued, we do not offer refunds, returns, or cancellations except as described below. All other sales are final.
2. If we cannot issue your eSIM
If your payment succeeds but we cannot issue the eSIM QR code, our team is alerted and refunds the order through Whop to the original payment method. You do not need to file a claim, but you can contact us with your order link to follow up.
3. Your responsibilities before buying
Please read plan details and the How to install / compatibility guide before checkout. You are responsible for confirming:
- Your device is carrier-unlocked and supports eSIM.
- You selected the correct plan for your trip.
We do not refund for incompatible devices, change of mind, wrong plan selection, or unused data.
4. Defective QR — replacement only
If the QR is technically defective (invalid and cannot be scanned) and has never been activated, we may issue a replacement eSIM — not a cash refund.
To request a replacement, contact us with:
- Order ID and purchase email
- Clear screenshot or screen recording of the error when scanning
We verify whether the code is defective and unused. Replacement decisions may take up to about 12 hours.
5. Non-refundable / non-replaceable cases
No refund or replacement if:
- You deleted or removed the eSIM after install (QR is typically one-time scan).
- The QR was already scanned/installed on any device.
- Slow speed or weak signal in some areas (local coverage is outside our direct control).
- Device OS errors, locked phone, or incorrect settings on your side.
- No data because Data Roaming was left off for the eSIM line.
This eSIM roams on U Mobile and is data only. In Malaysia, select the Malaysia line for mobile data and turn on Data Roaming for it. Plan days start when the eSIM is installed, and each day is a rolling 24 hours, not a midnight reset. There are no top-ups. TikTok and most AI apps, such as ChatGPT, do not work on this eSIM.
6. Contact
Refund / replacement requests:
Email: admin@kovitel.com
Telegram: https://t.me/AIdePaul