Flex eSIM Refund Policy

1.1 What we will refund

Flex eSIM only offers refunds on unused eSIMs that have not been activated or installed by the user.

If the eSIM has been fully used, no refund is offered.

If the eSIM has been partially used -- by default we do not offer refunds.

Exception: if the eSIM is faulty or fails to function, and the user contacts support and the support team cannot fix the issue within 3 business days, the user may be eligible for a refund (or replacement) for that eSIM.

1.2 What we will not refund

• Change-of-mind, buyer's remorse, or regret after purchase.
• eSIMs that have been installed, even if unused or partially used (unless faulty).

1.3 Consumer Guarantees & Faulty eSIMs

Despite our standard refund policy, under Australian Consumer Law consumers have certain non-waivable rights called consumer guarantees. If an eSIM is faulty, not of acceptable quality, not fit for purpose, or not as described, the customer may still be entitled to a remedy (refund, replacement, or compensation).

We will comply with those legal obligations: if a customer demonstrates the eSIM is defective or fails to meet the described specifications or performance, and not due to their misuse, we will provide a refund or replacement as required.

1.4 How to request a refund

If you believe your eSIM is faulty or you have a legitimate refund request under this policy or under consumer guarantees -- contact our support team immediately, providing your purchase details and a description of the issue.

Our support team will work to troubleshoot (for example verify installation or try to resolve the fault).

If the issue cannot be resolved within 3 business days -- we will offer a refund (or replacement) for the affected eSIM.

Refunds will be processed via the original payment method (or as agreed).

1.5 Policy on no refunds for change of mind

We do not provide refunds, credits, or exchanges for change of mind or buyer remorse. However, this does not override your statutory rights under the Australian Consumer Law.