Not production legal advice. Bracketed review notes have been turned into visible counsel notes so launch owners can see what remains unresolved.
1. Ask us first
If you have trouble getting connected, contact Waystone Support and we’ll help make it right. Support may ask you to complete safe connection checks or provide plan, device, and destination details.
Submitting a refund request does not itself confirm eligibility. Waystone should acknowledge the request and review the facts without promising an outcome before provider rules are known.
2. The eSIM lifecycle matters
A request should be evaluated using the status recorded by Waystone and the configured eSIM provider.
- Purchased: payment recorded; fulfillment may not have started.
- Provisioned: an eSIM profile has been created or assigned.
- Installed: the profile has been added to a device.
- Activated: the plan has reached its provider-defined activation event.
- Used: the provider reports data consumption.
- Expired: the plan validity has ended.
- Refund requested / Refunded: review or repayment has been recorded.
3. What the review may consider
Relevant factors can include whether the order was duplicated, whether the selected product matched the displayed plan, whether the device was compatible and unlocked, whether service was activated or used, whether a verified network or fulfillment issue occurred, and what the provider allows.
Production rules must align with provider contracts and non-waivable consumer rights.
4. Before installation or activation
An unused profile may be more readily recoverable, but provisioning alone can create a provider cost or make a profile non-returnable. Waystone should query provider state rather than infer it from the browser.
5. After activation or use
Activation or data use can limit refund availability. That does not prevent a customer from reporting a service problem or exercising rights that apply by law. Partial or goodwill outcomes should be recorded separately from automatic entitlement.
6. Payment timing
If approved, a refund should be issued through the original payment method when practical. The payment provider and financial institution may control when funds appear.
Add approved processing targets and any exceptions only after payment operations are configured.
7. How to request a review
Use the support form with the customer email, optional order ID, destination, exact device, problem category, and a clear description. Do not include passwords or full payment-card information.