Refund policy
Contact
To request a refund please reach out to ConnectedYou’s support team by emailing to uber@connectedyou.io. Please review our policy before requesting a refund.
Refunds & Cancellations policy
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Customers may request a refund for any reason within fifteen (15) days from the date of purchase if the product has not been used yet. These reasons could be accidental purchases, device compatibility issues, canceled travel plans, etc. The supplied eSIMs will then be terminated and the refund will be issued with administrative charges deducted according to the schedule outlined in ConnectedYou’s refund & return policy.
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In instances where a customer has already used their eSIM/ a portion of their data plan and subsequently requests a refund, no refund is issued.
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In instances where it is identified and confirmed that there was an issue due to a technical fault at ConnectedYou, a refund may be requested. The approval of any refund request will be contingent upon the outcome of an investigation conducted based on the specific circumstances of the case.
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ConnectedYou reserves the right to deny any refund or replacement if there is evidence of abuse, violation of our Terms and Conditions, or any fraudulent activity associated with the use of our products and services.
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Unauthorized purchases will be subject to investigation prior to the processing of any refunds. If we detect the use of hacks, tools, or other fraudulent activities, ConnectedYou reserves the right to suspend the associated refund request.
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End customers who have purchased ConnectedYou eSIMs through a reseller are not eligible to receive refunds directly from ConnectedYou. Such customers are advised to contact the reseller from whom the purchase was made to request a refund. While ConnectedYou is dedicated to ensuring customer satisfaction, the company must adhere to the policies and procedures established by our reseller partners for transactions conducted outside of our direct sales channels.
Administrative Charges
There are costs associated to fulfilling eSIM orders that are non-refundable and therefore will continue be charged as per the table below:
*Applicable on new refund requests from 01-September-2025 onwards:
| Order value | Charges |
| Upto $10 | $1.40 |
| Above $10 to $25 | $2.30 |
| Above $25 to $40 | $3.20 |
| Above $40 to $55 | $4.00 |
| Above $55 to $70 | $4.90 |
| Above $70 to $85 | $5.80 |
| Above $85 to $105 | $6.90 |
Refund Issuance
The refund will be issued on the same payment method that was used for the purchase. In case of any issues in issuing refunds, we will communicate with the email ID used for the purchase to resolve any payment related issues.
Once a refund is approved and issued, it can take up to thirty (30) business days to appear on your bank statement depending on the bank.
Liability & Warranty
ConnectedYou cannot guarantee that there will be constant network service availability. If you wish to complain about poor service in a region(s), please write to us and we will do our best to relay that to the network providers and push for improvement.