Refund policy

Digital eSIM products

This policy applies only to digital eSIM products sold by TaroMobile. There are no physical goods to return and no physical exchanges or return shipping.

This policy does not limit rights that cannot be excluded under applicable consumer law.

Request period

Submit a refund request within 30 days of purchase. Contact support@taromobile.com with the order number, purchase email, destination, exact device model and a clear description of the issue.

Requests that may qualify

A refund, replacement or other appropriate remedy may be available when:

• the eSIM was not delivered to the order email within five minutes after payment confirmation and TaroMobile cannot complete delivery after being contacted;
• the supplied eSIM is materially different from the product purchased;
• a duplicate order was placed and the duplicate eSIM has not been installed, activated or used;
• the eSIM cannot be installed or used because of a verified product or service fault after reasonable troubleshooting; or
• a remedy is required by applicable consumer law.

Requests that are generally not eligible

Subject to applicable law, a refund is generally not available when:

• the device is not eSIM-compatible or is network-locked and these requirements were disclosed before purchase;
• the customer selected the wrong destination, plan or device after the relevant information was shown;
• the customer changed their mind after the digital eSIM was delivered or performance began;
• the eSIM was deleted after installation without support instruction;
• the plan was activated or used, data or call/SMS allowance was consumed, or the validity period expired;
• the customer is outside the stated coverage area or did not follow the required network, data-roaming or APN instructions;
• a bank, platform or short-code sender does not deliver a verification message that the product did not expressly promise to support; or
• the issue results from the customer’s device, home carrier, settings or other circumstances outside the supplied eSIM service.

Troubleshooting and evidence

Allow TaroMobile a reasonable opportunity to verify delivery, diagnose the issue or provide a working replacement when appropriate. We may request screenshots of relevant device settings or error messages, but we will not ask for passwords, one-time codes, complete payment-card information or the activation QR code.

Do not delete an installed eSIM while a request is being investigated. Deletion can remove technical evidence and some profiles cannot be downloaded again.

Approved remedies

Depending on the circumstances, the appropriate remedy may be corrected delivery, technical assistance, replacement, full refund, partial refund or another remedy required by law.

Approved refunds will normally be returned to the original payment method. Bank and payment-provider processing times are outside TaroMobile’s control. TaroMobile does not charge an undisclosed refund-processing fee.

Digital-content cancellation rights

Cancellation and withdrawal rights can vary by market and by whether digital delivery or performance has begun. Where applicable law requires prior consent or acknowledgement before digital performance starts, that consent must be obtained during the purchase process.

Contact

Send refund requests to support@taromobile.com.