1. Eligibility for Refunds
1.1 Refunds may be considered under the following circumstances:
- The eSIM purchased was not delivered or activated successfully due to technical issues on our part.
- The service provided was materially defective, and attempts to resolve the issue failed.
- You were charged incorrectly due to billing errors.
1.2 Refunds will not be issued for:
- User errors, such as purchasing an incorrect eSIM or providing inaccurate device compatibility information.
- Unused or partially used data plans.
- Issues caused by third-party network providers, including service disruptions outside our control.
- Non-compliance with our Acceptable Use Policy.
2. Requesting a Refund
2.1 To request a refund, you must:
- Contact our support team at support@flashconnect.hk .
- Provide proof of purchase (e.g., order number, payment receipt).
- Describe the issue in detail and attach any supporting documentation, such as screenshots or error messages.
2.2 Refund requests must be submitted within 14 days of the original purchase date. Refund requests made after this period may not be considered.
3. Processing Refunds
3.1 Refunds will be processed as follows:
- Approved refunds will be credited back to the original payment method used at the time of purchase.
- Processing times may vary based on your bank or payment provider, typically taking 7-14 business days.
3.2 We reserve the right to offer alternative remedies, such as service credits, in lieu of a monetary refund.
4. Fraud Prevention
4.1 Refunds will not be issued if there is evidence of fraudulent activity, such as:
- Abuse of the refund policy by making repeated refund requests.
- Intentional misuse of our services in violation of our Terms and Conditions.
5. Changes to This Policy
5.1 We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website, with the “Effective Date” updated accordingly.
6. Contact Information
If you have questions about this Refund Policy or need assistance, please contact us at:
Flash Connect LTD
Suite C, Level 7, World Trust Tower
50 Stanley Street, Central, Hong Kong
Email: contact@flashconnect.hk
