> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.skratch.world/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# What is the Skratch refund policy for eSIMs?

The following refund policy is effective as of 1st October 2025 as part of our broader [Terms of Service](https://www.skratch.world/terms).

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# Refund eligibility 

### ***Refunds may be granted within 30 days if:***

* eSIM unused (not activated or no data consumed).
* Activation fails due to Skratch technical issues or network problems.
* Device listed as compatible but eSIM fails after troubleshooting.
* QR code or instructions are not received within 24 hours.
* Prepaid plans: less than 10% of data used.
* Unlimited plans: less than 1 GB used.
* UK/EEA customers cancel within 14 days under Consumer Contracts Regulations (if unused).
* Duplicate purchases for the same device or destination (neither activated).
* Billing errors confirmed by Skratch.


# Non-Refundable Circumstances

### ***No refunds will be issued for:***

* Activated eSIMs exceeding usage thresholds.
* Device incompatibility (if listed on website).
* Travel plan changes, expired plans, or poor network connectivity or performance due to location or local telecom provider network.
* Misuse of eSIMs or violations of Terms or Fair Usage Policy.
* Issues with third-party applications.

# Refund Process

* Submit a request to ${color}[#1973f5](support@skratch.world) with the subject “Refund Request,” including order number, plan details, reason, and supporting evidence
* Users must cooperate with troubleshooting.
* Approved refunds are issued to the original payment method within 7–10 business days subject to bank processing and currency conversion times.
* Refunds are limited to the original purchaser and payment method. No partial refunds beyond thresholds.

|| Note: Skratch may amend its Refund policy at any time, with changes posted online