At eSIM Bali Easy, we are committed to ensuring customer satisfaction while maintaining fairness and protecting against misuse. As we deal in digital products, specific conditions apply to refunds and cancellations.

Refund Eligibility

Refunds will not be provided under the following circumstances:

• Carrier Lock: Your phone is carrier-locked, meaning it is restricted to a specific mobile carrier and cannot accept eSIMs from other providers.
• Provider Lock or Contractual Agreement: Your phone is under a provider lock or contractual agreement that does not permit the use of eSIMs or services from another provider.
• Failure to Provide Required Information: The customer declines to submit the required passport and IMEI details necessary for eSIM activation.
• The product has been used, activated, or registered.
• Your device does not support eSIM technology (an exchange for a physical SIM card may be offered at partner locations).

 

Refunds for our digital products are accepted under the following conditions:

• The refund request is made within 2 days of purchase.
• The product remains unused and unactivated, in its original state as delivered.
• A valid receipt or proof of purchase accompanies the request.

 

Additional Refund Scenarios:

• If the eSIM QR code is damaged or unscannable, we will replace it with a new eSIM at no additional cost.
• If the eSIM cannot be activated due to a registration failure on our system, a 100% refund will be provided.

Refund Limitations

• The maximum refund amount is 50% of the purchase price unless otherwise specified due to a system-related failure or damaged product.
• Refunds are limited to 50% of the purchase price to cover non-recoverable costs incurred after the order is placed.
• Refund requests made beyond the 2-day window will not be entertained.

Non-Refundable Items

The following are strictly non-refundable:

• Digital eSIM products that have been delivered and activated.
• Products that have been used or accessed by the customer.

Fraudulent Refund Claims

We maintain a strict policy against fraudulent refund claims. If you are found to have used the product and still attempt to claim a refund under false pretenses:

• We reserve the right to report the incident to Indonesian law enforcement and immigration authorities.
• Evidence, including customer communications and passport details, may be submitted to support our case.
• Fraudulent claims made via PayPal will be escalated to PayPal and relevant authorities for resolution.

Refund Process

To request a refund, contact our customer service team at esim@balieasy.com. Ensure you provide:

• A valid receipt or proof of purchase.
• Clear and verifiable evidence supporting your claim.
• If your refund request is approved, the refund will be processed to your original payment method. Processing times may vary depending on your payment provider.

Refund Disputes

If you do not see your refund reflected in your account:

• Recheck your bank or PayPal account.
• Contact your payment provider, as processing times can vary.
• Reach out to us for further assistance at esim@balieasy.com.

Exchanges

Exchanges are not applicable for digital products. However, if there is a verified issue with the provided eSIM, we will replace it promptly.

Agreement to Terms

By purchasing our products, you acknowledge and agree to the terms outlined in this Refund and Cancellation Policy.

Thank you for your understanding and support. For any questions or further assistance, please contact our customer support team.