This Refund Policy explains when a purchase from Kwetu eSIM Limited qualifies for a refund. It supplements our full Terms and Conditions, which govern all eSIM purchases.
1. When a refund is available
A refund may be issued only where we can verify that the purchased eSIM did not work due to a technical fault attributable to Kwetu eSIM Limited or its service provider — for example, the eSIM failed to activate or could not connect despite correct installation on a compatible, unlocked device.
2. How refunds are issued
When we verify that a purchased eSIM did not work, the amount is credited to your Kwetu wallet by default — regardless of whether you paid by card, M-Pesa, or another mobile money service. Wallet credit can be used toward any future purchase.
3. Card reversals in exceptional cases
If your original payment was made by debit or credit card, and we confirm a genuine system issue on our side prevented the eSIM from being used, the payment may instead be reversed back to the original card rather than credited to your wallet. Card reversals depend on your card issuer and can take several business days to appear. This option is not available for M-Pesa or other mobile money payments, which are always credited to your Kwetu wallet.
4. How to request a refund
Contact support within 7 days of purchase with your order details and a description of the issue. We may ask for screenshots, device information, or other evidence to verify the fault before approving a refund.
5. What is not covered
Refunds are not granted where:
- the wrong destination, package, or validity period was purchased;
- the device is not eSIM-compatible or is carrier-locked;
- the eSIM was not installed or activated before expiry;
- network quality was affected by local mobile network operators, not Kwetu eSIM;
- incorrect installation or user error caused the issue;
- the data allowance has been partially or fully used;
- the customer simply no longer requires the service.
6. Full Terms and Conditions
This page summarizes our refund practice. For the complete legal terms governing purchases, cancellations, and liability, see our full Terms and Conditions.
Questions about a refund? Contact us at [email protected]