Refund Policy

1. Overview

At duasim, we want you to be completely satisfied with your purchase. This Refund Policy explains when and how you can request a refund for your eSIM purchase, in accordance with Norwegian consumer protection law (Forbrukerkjøpsloven) and the EU Consumer Rights Directive.

2. Right of Withdrawal (Angrerett)

Under Norwegian law and the EU Consumer Rights Directive, you have a 14-day right of withdrawal for online purchases. However, there are important exceptions for digital content:

2.1 Before eSIM Activation

2.2 After eSIM Activation

3. Why Activated eSIMs Cannot Be Refunded

eSIMs are unique digital products with specific technical characteristics:

• One-Time Use: Each eSIM profile can only be activated once. Once installed on a device, it cannot be transferred to another device or reused.
• Immediate Consumption: Upon activation, the eSIM connects to cellular networks and begins consuming the allocated data allowance.
• Validity Period Starts: The validity period (e.g., 7 days, 30 days) begins immediately upon activation, regardless of actual data usage.
• Cannot Be Resold: An activated eSIM has no residual value and cannot be resold or reassigned to another customer.

4. Refund Eligibility Summary

5. Technical Issues and Defective Products

Under Norwegian consumer protection law, you have rights if the product is defective:

5.1 What Qualifies as a Defect

• eSIM fails to activate despite following correct instructions
• eSIM does not provide the advertised data amount
• eSIM does not work in the advertised coverage area
• QR code is invalid or already used

5.2 What Does NOT Qualify as a Defect

• Your device does not support eSIM (check before purchasing)
• Network congestion or slow speeds in certain areas
• Carrier restrictions on your device
• User error during installation
• Data consumed faster than expected

5.3 Resolution for Defects

If your eSIM is genuinely defective, we will:

1. First attempt to resolve the issue with technical support
2. Provide a replacement eSIM if the issue cannot be resolved
3. Issue a full refund if replacement is not possible

6. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Support: Email us at support@duasim.com with subject line "Refund Request - [Order ID]"
2. Provide Details: Include your order ID, email address used for purchase, and reason for refund
3. Confirmation: We will confirm whether the eSIM has been activated
4. Processing: Eligible refunds are processed within 5-10 business days

Refunds will be credited to the original payment method used for the purchase.

7. Partial Refunds

In exceptional circumstances, we may offer partial refunds at our discretion:

• Significant service outages affecting your usage
• Documented network issues in your coverage area
• Other circumstances where we determine partial compensation is fair

Partial refunds are calculated based on the unused portion of the validity period and remaining data, minus a reasonable administration fee.

8. Your Consumer Rights

This Refund Policy does not affect your statutory rights under Norwegian law. As a consumer, you have additional protections under:

• Forbrukerkjøpsloven: Consumer Purchase Act
• Angrerettloven: Right of Withdrawal Act
• Markedsføringsloven: Marketing Control Act

If you believe your consumer rights have been violated, you may contact:

9. Before You Buy - Important Checklist

To avoid issues, please verify the following before purchasing:

10. Contact Us

If you have any questions about this Refund Policy or need to request a refund:

For other legal matters, please see our Terms of Service and Privacy Policy.