Refund Policy

1. Refundable Circumstances and Conditions

• Technical problems lead to inability to use : If the eSIM cannot be installed, activated or used normally due to technical failures on the part of Zlink, and the problem remains unsolved after full assistance from the Zlink technical support team, you have the right to apply for a full refund. You must send an email to the customer service email address: [email protected] within 7 working days after discovering the problem, describing the problem in detail and providing relevant screenshots and other supporting materials so that we can verify and handle it.
• Compatibility issues : If you did not confirm the compatibility of your device with the eSIM before purchase, you can apply for a refund if the following conditions are met:
  • The eSIM QR code was not scanned;
  • The data in the package has not been used;
  • The purchase time was within the past 30 days of the submission time;
  • Be able to provide valid materials such as device settings screenshots, device model information, etc. to prove that the device is incompatible with eSIM or that the device has a locking problem, resulting in the inability to use eSIM normally.
• Cancellation of trip or no longer needed : If you cancel your trip or no longer need the purchased eSIM for other reasonable reasons, and the eSIM has not been activated and used, and the purchase time is within the past 30 days of the submission time, you can apply for a refund. When applying, you need to provide customer service with relevant proof of cancellation of the trip (such as screenshots of flight ticket and hotel cancellation orders, etc.) or a reasonable reason for no longer needing it.

2. Non-refundable situations

• Activated and used : Once the eSIM is activated, regardless of whether it is used normally, unless otherwise specified in this policy, requests for refunds due to personal subjective reasons (such as changing your mind, finding a more favorable package, etc.) will not be accepted. Activation means that you have started using the services we provide, and the corresponding resources have been occupied and configured, so refund requests cannot be supported.
• Data package expiration : Each eSIM data package has an expiration date. After the expiration date, no refund service is provided regardless of the remaining traffic. The package validity period is set according to the product characteristics and service agreement. After the expiration date, the service will automatically terminate, and there is no refund mechanism for the unused portion.
• User's own operation error or failure to follow the instructions : If the eSIM cannot be used normally due to the user's failure to follow the installation and activation instructions provided by Zlink, or due to user's own reasons such as incorrect device settings, software conflicts, etc., no refund is supported. For example, if the user mistakenly installs the eSIM for a specific mobile phone model into other incompatible mobile devices, causing the eSIM to fail to operate normally, such situations are the responsibility of the user and do not meet the refund conditions.
• Fraudulent purchases or violations of terms : If there is evidence of fraudulent purchases or users violate Zlink's terms and conditions (such as using eSIM to engage in illegal activities, malicious order fraud, etc.), Zlink reserves the right to refuse refunds and has the right to pursue relevant legal responsibilities. Such behavior seriously undermines the platform order and service ecology, and harms the interests of other users and the platform. We will never tolerate it.

3. Refund Process

• Submit an application : You can submit a refund application by sending an email to the customer service email address: [email protected]. Please indicate "Zlink eSIM Refund Application - [your order number]" in the subject of the email. The email content must include your name, registered email address, order number, purchased eSIM product information, refund reason and relevant supporting materials.
• Review stage : Zlink customer service team will conduct a preliminary review of the application within 7 working days after receiving the refund application. If the application materials are incomplete or require further verification, customer service will contact you to provide additional information. During the review process, we will determine whether your refund application meets the conditions based on this refund policy and relevant evidence.
• Approval result notification : After the review is completed, whether the application is approved or not, you will receive an approval result notification from Zlink Customer Service via email within 2 working days. If the application is approved, the notification will inform you of the estimated refund time; if the application is not approved, the notification will explain the reason in detail.
• Refund Execution : If the refund application is approved, the refund will be returned to the payment account you used to purchase the eSIM. The refund arrival time depends on the processing speed of the payment platform. If you have not received the refund after the expected time, please contact Zlink customer service for assistance.

4. Update/Effective Time

• Last updated: May 28, 2025
• Effective date: May 28, 2025