Effective date: 01 January 2025
Last updated: 01 January 2025
This Refund Policy explains the rules governing refunds for digital eSIM products purchased through the ToucanMobile service.
1. Service Provider
ToucanMobile is owned and operated by:
SKYNETIA LTD
124 City Road
London, EC1V 2NX
United Kingdom
Company number: 16144810
Email: legal@skynetia.com
2. Nature of the Product
All ToucanMobile products are digital eSIM data plans delivered electronically.
Due to their nature:
delivery begins immediately after payment
eSIMs cannot be returned like physical goods
special rules apply under EU consumer law
3. EU Digital Content & Withdrawal Rights
In accordance with Directive 2011/83/EU, users normally have a 14-day right of withdrawal.
However, by completing a purchase, you:
expressly consent to immediate delivery of the digital eSIM
acknowledge that performance begins immediately
accept that you lose your right of withdrawal once the eSIM is delivered or activated
This consent is collected via a mandatory checkbox during checkout.
4. Refund Eligibility
A refund may be granted only if all of the following conditions are met:
the eSIM was not activated
the eSIM data plan was not used
the issue is caused by ToucanMobile or its technical partners
4.1 Eligible refund cases
Refunds may be approved if:
the eSIM was not delivered after successful payment
the eSIM cannot be installed or activated due to a technical fault on our side
a duplicate or incorrect charge occurred
the eSIM remains unused and unactivated
5. Non-Refundable Cases
Refunds will not be granted if:
the eSIM has been activated
any amount of data has been used
the device does not support eSIM
the device is carrier-locked
incorrect or incomplete information was provided by the user
the issue is caused by local network coverage, speed, or congestion
the user changed travel plans or no longer needs the eSIM
the user violates the Terms of Service
6. Activation Rule (Industry Standard)
Once an eSIM is:
installed on a device and
successfully activated on the network
it becomes non-refundable.
This rule follows standard industry practice among eSIM providers.
7. Refund Review Process
Each refund request is reviewed individually.
ToucanMobile may request:
device model and operating system
screenshots or error messages
confirmation that the eSIM was not activated
Providing false or misleading information may result in denial of the refund request.
8. Refund Method and Processing Time
Approved refunds are issued to the original payment method
Refunds are processed via Stripe
Processing time is typically 5–10 business days, depending on the payment provider
9. Chargebacks and Payment Disputes
Filing a chargeback without contacting ToucanMobile first may:
delay resolution
result in account suspension
affect future access to the Service
We strongly encourage contacting our support team before initiating a dispute.
10. Abuse and Fraud Prevention
ToucanMobile reserves the right to refuse refunds in cases of:
refund abuse
repeated refund requests
suspected fraud
violation of applicable laws
11. Policy Changes
ToucanMobile reserves the right to update this Refund Policy at any time.
The current version will always be available on our website.
12. Contact Information
To request a refund, contact:
📧 support@toucanmobile.com
📧 legal@skynetia.com
Please include:
order number
email used for purchase
reason for the refund request