Refunds & Withdrawal

Last updated: 11 September 2026

1. Scope

This Policy applies to consumer purchases of Utelenet eSIM products from BELL UGT LTD. It forms part of our Terms & Conditions and does not limit any mandatory statutory rights.

2. The 14-day right of withdrawal

For many online consumer contracts in the EU, you have a 14-day statutory period in which to withdraw from the contract without giving a reason. For a service contract, the period generally runs from conclusion of the contract.

Because an eSIM is delivered electronically and connectivity can begin immediately, the legal treatment of a particular plan may involve rules for services and/or digital content. If you ask us to begin supply before the 14-day period ends, we will obtain any express request, consent and acknowledgement required by applicable law.

3. Immediate supply request

At checkout, where legally relevant, you may be asked to confirm separately that:

• you request immediate electronic delivery and/or performance before the end of the withdrawal period; and
• you understand the consequences for your withdrawal right once supply/performance begins, to the extent permitted by applicable law.

The checkbox must not be pre-ticked.

4. Unused eSIMs

As a customer-friendly rule, if you contact us within 14 days of the contract and the eSIM has not been installed, activated, connected to a network or used, we will normally allow cancellation and refund, unless a different rule is required by law or there is evidence of fraud/abuse.

Please contact our contact details and include the order number.

5. Installed, activated or used eSIMs

Once an eSIM has been installed, activated, connected or used, a change-of-mind refund may no longer be available to the extent permitted by applicable law and the consent/acknowledgement collected at checkout.

Where the law treats the plan as a service and you validly withdraw after asking us to begin performance during the withdrawal period, you may be required to pay an amount proportionate to the service already supplied, where the legal conditions are met.

These rules do not remove your rights if the service is defective, unavailable contrary to the contract or otherwise non-conforming.

6. Defective or non-conforming service

If a plan materially fails to conform to the contract, please contact support promptly. We may first attempt reasonable troubleshooting, restoration of conformity, re-provisioning or replacement where appropriate.

If conformity cannot be restored within a reasonable time or the law gives you an immediate remedy because the failure is sufficiently serious, you may be entitled to a price reduction, contract termination and/or refund as provided by applicable law.

7. Device incompatibility

Before purchase, you must check that the device is eSIM-capable and carrier-unlocked. If the website materially misdescribed compatibility, statutory remedies remain available.

If your device is incompatible for reasons that were correctly disclosed or reasonably discoverable from the compatibility information provided before purchase, a refund after installation/activation may not be available. Contact us before installing if you are unsure.

8. Wrong destination or wrong plan

If you purchased the wrong destination or plan and the eSIM is still unused, contact us as soon as possible. We may cancel, exchange or reissue the order where technically possible.

After activation or use, a change-of-mind exchange/refund is not guaranteed, without prejudice to mandatory rights.

9. Duplicate purchase

If the same plan is accidentally purchased more than once, contact us promptly. An unused duplicate that has not been installed, activated or used will normally be refundable after we verify the duplication.

10. Deleting the eSIM

Do not delete an eSIM profile while a technical issue is being investigated unless support tells you to do so. Deleting a valid profile can prevent troubleshooting or reinstallation and does not by itself create a right to a refund.

11. Network conditions

A temporary local outage, indoor coverage limitation, congestion or weak signal at a particular location does not automatically mean the service is non-conforming. We will assess the plan description, expected coverage and the actual circumstances. Mandatory consumer remedies remain available where the contracted service is not supplied or does not conform.

12. Refund method and timing

Where a refund is due after a valid withdrawal or approved claim, we will return the amount due using the same payment method where reasonably possible, unless you expressly agree otherwise.

For a statutory withdrawal, refunds will be made within the period required by applicable law, generally no later than 14 days after we are informed of a valid withdrawal, subject to the rules applicable to the type of contract and any lawful deductions.

Payment processors and banks may require additional time to display the refund after we issue it.

13. How to request cancellation or refund

Write to us using our contact details with:

• name and email used for the purchase;
• order number;
• plan name/destination;
• whether the eSIM was installed, activated or used;
• reason for the request (optional for a statutory withdrawal, but useful for technical claims);
• relevant screenshots or diagnostics for service faults, if available.

You may also use the Model Withdrawal Form provided on the website.

14. Mandatory rights prevail

Nothing in this Policy excludes any legal guarantee, right of withdrawal, remedy for non-conforming digital content/service, or other consumer right that cannot lawfully be excluded.