1. Wholesaler Failures & Automatic Refunds
We offer a 100% automatic, instant wallet refund guarantee if our wholesaler, eSIMAccess, fails to provision your purchased eSIM profile. If your order status transitions to FAILED, the entire amount is instantly refunded back to your customer wallet.
2. Wallet Top-Up Refunds
Manual refunds of wallet top-ups back to your original source of payment (e.g. Stripe, credit card) are kept as a manual administrative process. Please contact our support team at support@connectmeguru.com to request a gateway refund.
3. Used and Activated eSIMs
Once an eSIM profile is successfully installed on a compatible device or has registered data usage, we cannot issue refunds. It is the customer's absolute responsibility to ensure their mobile device is carrier-unlocked and eSIM compatible.