Refund Policy

Effective date — 25 March 2026
Last updated — 25 March 2026
Version — 1

1. Purpose of this Policy

1.1 This Refund Policy explains how cancellation rights, refund requests, and statutory remedies apply when you purchase eSIM-related digital products and services from INSTANTSIM LTD through Jettello.com.

1.2 This Policy forms part of the contractual framework between you and us and must be read together with our Terms and Conditions.

1.3 Nothing in this Policy excludes, restricts, or overrides any mandatory rights or remedies you may have under applicable UK law, including rights that arise where digital content or digital services are not supplied in accordance with the Contract.

2. Who We Are and How to Contact Us

2.1 The seller and service provider is INSTANTSIM LTD (15419267), Registered office address: Dept 6659 126 East Ferry Road, Canary Wharf, London, United Kingdom, E14 9FP.

2.2 We sell products in our own name, act as merchant of record, and contract with you directly.

2.3 The Website is Jettello.com.

2.4 If you wish to request a refund or send a cancellation notice, you must contact us at info@jettello.com.

3. Defined Terms

3.1 In this Policy:

3.1.1 “Consumer” means an individual acting for purposes wholly or mainly outside that individual’s trade, business, craft, or profession.

3.1.2 “Business Customer” means any customer who is not a Consumer.

3.1.3 “eSIM” means a digitally supplied embedded SIM profile intended for installation on a compatible device.

3.1.4 “Installation Details” means the information needed to install, activate, or use an eSIM, including any QR code, SM-DP+ address, activation code, or equivalent technical credentials.

3.1.5 “Data Package” means a digital package providing access to mobile data services for the allowance, territory, and validity period described at the time of purchase.

3.1.6 “Digital Content” means the eSIM profile and the related Installation Details.

3.1.7 “Digital Service” means the connectivity service associated with a Data Package.

3.1.8 “Supply” means the point at which the Digital Content and/or Digital Service is first made available to you, including where Installation Details are delivered, displayed, or made accessible to you, and/or where a Data Package is assigned and made usable.

3.1.9 “Immediate Supply” means Supply that begins without delay after payment, typically by provisioning the eSIM and making the Installation Details available as soon as the Order has been successfully paid.

3.1.10 “Cancellation” means a Consumer’s statutory right, where it applies, to cancel a distance contract within 14 days, subject to the rules and exceptions applicable to digital content and digital services.

4. No Automatic Refund for Change of Mind

4.1 We do not guarantee a refund simply because you no longer want the product or have changed your mind after purchase.

4.2 We may, at our sole discretion, offer a refund in full or in part as a gesture of goodwill, having considered the factual circumstances of the Order and the status of the relevant eSIM or Data Package.

4.3 Any goodwill refund is voluntary, case-specific, and does not create any general right or precedent requiring us to issue the same outcome in future cases.

5. Statutory 14-Day Cancellation Right for Consumers

5.1 If you are a Consumer, you may have a statutory right to cancel a distance contract within 14 days, unless an exception applies or the right is lost in accordance with applicable law.

5.2 Where that statutory right applies, the cancellation period will generally begin on the day the Contract is concluded.

5.3 To exercise a statutory Cancellation right, you must notify us of your decision by sending a clear statement before the cancellation period expires.

5.4 You do not need to use any prescribed wording, provided your communication clearly states that you wish to cancel the Contract.

6. Immediate Supply and Loss of the Cancellation Right

6.1 Because our eSIM products are supplied digitally and are usually fulfilled immediately after payment, we make Immediate Supply available at checkout.

6.2 When completing checkout, you will be required to take an affirmative step, such as ticking a checkbox, confirming both of the following:

6.2.1 that you expressly request Immediate Supply of the Digital Content and/or Digital Service; and

6.2.2 that you acknowledge that your statutory cancellation right may be lost once supply begins, to the extent permitted by applicable UK law.

6.3 Where the legal conditions for loss of the cancellation right are satisfied and Supply begins immediately after payment, the statutory cancellation right will not apply, or will cease to apply, to that Order to the extent provided by law.

6.4 For the purposes of our eSIM products, Supply begins when we first make the Installation Details available to you and/or assign the relevant Data Package in a form that can be used.

6.5 The fact that a statutory cancellation right has been lost, restricted, or affected under this section does not remove any mandatory right you may still have where the Digital Content or Digital Service is faulty, not as described, not supplied, or otherwise not in conformity with the Contract.

7. Discretionary Goodwill Refunds

7.1 Even where no statutory refund entitlement exists, we may consider a request for a goodwill refund.

7.2 A goodwill refund may be granted in full, granted in part, or refused entirely.

7.3 In deciding whether to offer a goodwill refund, we may take into account all relevant circumstances, including:

7.3.1 whether Supply has already started;

7.3.2 whether the Installation Details have already been delivered, displayed, or otherwise made available;

7.3.3 whether the eSIM has already been installed, activated, accessed, or used;

7.3.4 whether any mobile data has been consumed;

7.3.5 whether third-party provisioning, assignment, or connectivity costs have already arisen and are no longer recoverable;

7.3.6 how much time has passed since purchase;

7.3.7 whether the Data Package remains valid, has expired, or has already been used in whole or in part; and

7.3.8 whether the request appears to involve fraud, abuse, chargeback manipulation, or other misuse.

7.4 A goodwill refund may still be considered even where the statutory cancellation right has been lost following Immediate Supply, but any such refund remains entirely at our discretion.

8. Faults, Non-Conformity, and Mandatory Consumer Rights

8.1 If you are a Consumer and the Digital Content or Digital Service does not conform to the Contract, you may have mandatory rights under applicable UK law.

8.2 Depending on the circumstances and on what the law provides in the particular case, those rights may include having the issue corrected, receiving a repair or replacement where appropriate, obtaining repeat performance where relevant, receiving a price reduction, or obtaining reimbursement or other relief available by law.

8.3 To investigate and address a conformity issue, we may ask you to provide reasonable information and supporting details, including:

8.3.1 your device model;

8.3.2 your operating system version;

8.3.3 the country in which you attempted installation or use;

8.3.4 screenshots, activation logs, or error messages where available; and

8.3.5 the steps you followed and the approximate time at which installation or activation was attempted.

8.4 You agree to cooperate with reasonable troubleshooting requests, including technical verification and reasonable installation checks, but this does not reduce or waive any mandatory statutory right available to you.

9. How to Request a Refund or Send a Cancellation Notice

9.1 If you want us to consider a goodwill refund, you should email info@jettello.com and provide enough information for us to identify and review the Order.

9.2 Your request should include:

9.2.1 the email address used when placing the Order;

9.2.2 the order number or another purchase reference; and

9.2.3 a clear statement that you are requesting a refund.

9.3 You are not obliged to explain why you want a goodwill refund, but providing relevant factual details may help us assess the request more accurately.

9.4 If you wish to exercise a statutory Cancellation right, your message must clearly state that you are cancelling the Contract and must be sent before the applicable cancellation period expires.

10. Refund Method, Reimbursement, and Processing

10.1 Where we approve a goodwill refund, or where reimbursement is due under mandatory law, we will ordinarily issue the refund using the same payment method that was used for the original transaction, unless we agree with you to use another method.

10.2 Where a statutory cancellation right has been validly exercised and reimbursement is required by law, reimbursement will be made in accordance with the applicable legal requirements.

10.3 After we process a refund, the time it takes for funds to appear may depend on your card issuer, payment provider, bank, or other intermediary.

10.4 We may request reasonable verification before processing a refund where this is necessary to prevent fraud, confirm payment ownership, or resolve inconsistencies in the Order details.

11. Unauthorised Payments, Chargebacks, and Abuse

11.1 If you believe that a payment was unauthorised, you should contact us immediately at info@jettello.com.

11.2 If you initiate a chargeback or payment dispute while a refund request or conformity review is still being assessed, we may pause our handling of that request until the payment dispute process has been completed.

11.3 We may refuse a discretionary goodwill refund request where we reasonably believe the request is fraudulent, abusive, manipulative, or connected with misuse of the Website, the payment process, or the supplied product.

11.4 Nothing in this section affects any mandatory Consumer rights that cannot lawfully be excluded.

12. Business Customers

12.1 Statutory cancellation rights available to Consumers do not apply to Business Customers.

12.2 A Business Customer may still submit a refund request, but any refund given to a Business Customer is entirely discretionary unless mandatory law requires otherwise.

13. Changes to this Policy

13.1 We may amend this Policy from time to time.

13.2 The version of this Policy in force at the time the relevant Order is placed will apply to that Order, unless a change is required by law or is clearly beneficial to you and does not reduce any mandatory right you have.