This Refund Policy explains when a purchase from Kwetu eSIM Limited qualifies for a refund, and how refunds are paid out. It supplements our full Terms and Conditions, which govern all eSIM purchases.
Types of refunds
1. Refund for an eSIM you haven't used yet
Changed your mind, bought the wrong plan, or just don't need it anymore? If your eSIM has not been installed or activated, you're eligible for a full refund at any time, with no deadline to worry about.
2. Refund for an incompatible or locked device
If your eSIM turned out to be incompatible with your device, or your device is carrier-locked, contact our support team with a screenshot showing the issue. Provided you haven't used any data from the plan, you'll get a full refund.
3. Refund for connection issues
If your eSIM doesn't connect due to a fault on our side, or the destination network is unstable, contact support while you're still travelling, since we can't guarantee a refund for issues reported after your trip. Depending on how much data you used, we'll issue a full or partial refund.
How refunds are paid
Instant: Kwetu wallet
Cancel it yourself: use Revoke in My eSIMs for an instant refund to your Kwetu wallet (minus a small 5% processing fee), ready to spend on your next purchase.
Full amount: M-Pesa or card
Contact our support team and we'll send the full amount back to your original payment method: straight to your M-Pesa, or reversed to your card. M-Pesa refunds usually arrive within minutes; card reversals can take a few business days depending on your card issuer.
5. What is not covered
Refunds are not granted where:
- the eSIM has already been installed or activated, and data from the plan has been used;
- network quality was affected by the local mobile network operator, not Kwetu eSIM, and our service is confirmed working correctly;
- incorrect installation or user error affected the experience, but the eSIM itself is functioning correctly.
6. Full Terms and Conditions
This page summarizes our refund practice. For the complete legal terms governing purchases, cancellations, and liability, see our full Terms and Conditions.
Questions about a refund? Contact us at [email protected] or WhatsApp us at +254 143 348 888