GENERAL TERMS AND CONDITIONS FOR CONSUMERS EXCEPT FOR PERSONS IN JAPAN

6.1.1. POLICIES AND GUIDELINES

6.1.2. A refund request can be made within thirty (30) days from the date of purchase when the activation is no longer possible following extensive troubleshooting.

6.1.3. If the eSIM is already in use and an issue arises that originates from PIE that cannot be resolved within a timely manner, a refund can be issued for the remaining data.

6.1.4. Cooperation of the customer to resolve the issue promptly is extremely necessary as otherwise, the refund may not be granted.

6.1.5. Each data package has its own validity period. No refunds of any form will be offered for the remaining data when the validity period expires.

6.1.6. Compensation: No refunds or remuneration of any kind will be issued due to charges from alternate phones, alternate SIM cards, hotel phones, or other charges that are not directly linked to the customer’s PIE eSIM account. (See section 7. LIABILITY AND WARRANTY in our Terms and Conditions)

6.1.7. Fraudulent purchases: PIE reserves the right to refuse any form of refund if there is any evidence of abuse, violation of our terms and conditions, or any fraudulent activities that are connected with using PIE products and services.

6.1.7.1.Unauthorized purchases: The case will be subject to investigation and approval before processing any refund. PIE reserves the right to suspend any account associated with any form of fraudulent activity.

6.1.8. Accidental purchases: Once customers install the eSIM, it will be considered as used. No refunds of any form will be offered.

6.1.9. Incorrect charges: If the customer reasonably and in good faith disputes an invoice or part of it, the Customer shall notify PIE of such dispute within 12 days of receipt of the invoice, providing details of why the invoiced amount is incorrect and, if possible, how much the customer considers is due. (See details in section 4.2 CHARGES FOR USE under Terms and Conditions)

6.1.10. Replacements: eSIMs purchased exclusively with Airmoney earned from vouchers can be replaced only within 30 days from the date of purchase.

6.1.11. Other Reasons: If the refund request is not within the above, we will investigate the request on a case-by-case basis. If the refund is approved, a processing fee may apply. The maximum refund of credit a customer can apply for must be equal to or less than the total amount they paid.

6.1.12. REFUND PROCESS

To request a refund, contact PIE support team via the Contact Us page or send a message to support@piesystems.io. Please be aware that our refund policy above will apply. Depending on the nature of the issue, customers will be asked for further information to support their refund request such as screenshots of the device settings for technical issues or details of why the invoiced amount is incorrect and, if possible, how much the customer considers is due, etc. Please refer to section 6.1.2 in this same document for refunds related to technical issues. Customers will have the option to credit back through their original payment method (credit card or Paypal). Once a refund is approved and issued, it can take 5-10 business days to appear on the statement depending on the bank.