The customer has the right to request a refund or a change if the eSIM can not be installed and used due to a technical problem originating from USMatrix.
6.1. REFUNDS AND CANCELLATION
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 that originates from USMatrix cannot be resolved within a reasonable time, a refund can be issued for the remaining data.
6.1.4. Cooperation with the customer to resolve the issue promptly is extremely necessary; otherwise, the refund may not be granted.
6.1.5. Each data package has its 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 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 USMatrix eSIM account. (See section 7. LIABILITY AND WARRANTY in our Terms and Conditions)
6.1.7. Fraudulent purchases: USMatrix 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 connected with using USMatrix products and services.
184.108.40.206.Unauthorized purchases: The case will be subject to investigation and approval before processing any refund. USMatrix reserves the right to suspend any account associated with fraudulent activity.
6.1.8. Accidental purchases: Once customers install the eSIM, it will be considered used. No refunds in 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 USMatrix 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 promotional 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. USE OF PROMOTIONAL VOUCHERS
220.127.116.11. Customers can use promotional vouchers when purchasing eSIMs or as a combined payment with a credit card.
18.104.22.168. Vouchers are for personal use and can not be transferred to other users.
22.214.171.124. Any remaining balance in your account is not convertible to any other form of credit and can not be transferred to other accounts.
6.1.113. REFUND PROCESS
To request a refund, contact the USMatrix support team via the Contact Us page or message firstname.lastname@example.org. 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 requests, 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 document for refunds related to technical issues. Customers can credit back through their original payment method (credit card or Paypal) or as vouchers issued to their accounts (See 6.1.11 for voucher purchases). Refund to the original method: Once a refund is approved and issued, it can take 5-10 business days to appear on the statement depending on the bank. Vouchers credit will be credited for up to 48 hours to their accounts.
The eSIM data packages from USMatrix are offered as-is, and no further modifications or customization can be made based on individual requests once purchased.