Refund Policy

Last updated: January 2025

1. Eligible Refunds

You may be eligible for a full refund if:

• Unactivated eSIM: You have not activated your eSIM profile
• Unused data: No data has been consumed from your plan
• Technical issues: The eSIM cannot be activated due to our technical problems
• Service unavailable: Service is not available in your destination due to our error
• Timely request: Refund is requested within 14 days of purchase

2. Non-Refundable Situations

Refunds are not available in the following cases:

• Activated eSIM: Once the eSIM has been installed and activated
• Data consumed: Any amount of data has been used
• Device incompatibility: Your device does not support eSIM technology
• Network coverage: Poor signal strength in specific locations
• User error: Incorrect installation or device configuration
• Changed travel plans: Trip cancellation or date changes

3. Partial Refunds

In exceptional circumstances, we may offer partial refunds for:

• Significant service disruptions caused by our network partners
• eSIM plans that fail to work due to documented technical issues on our end
• Incorrectly advertised service features or coverage

Partial refunds are calculated based on unused data and remaining service period.

4. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team at support@citrusmobile.com
2. Include your order number and purchase email address
3. Clearly explain the reason for your refund request
4. Provide any relevant screenshots or error messages
5. Allow up to 3 business days for our team to review your request

5. Refund Processing Time

Once your refund is approved:

• Review period: 1-3 business days for request evaluation
• Processing time: 3-5 business days to initiate refund
• Bank processing: 5-10 business days for funds to appear in your account
• Credit cards: May take 1-2 billing cycles to reflect on your statement

6. Alternative Solutions

Before requesting a refund, consider these alternatives:

• Technical support: Our team can help resolve activation issues
• Plan exchange: Switch to a different plan that better suits your needs
• Future credit: Account credit for future purchases
• Troubleshooting: Step-by-step assistance with device configuration

7. Chargeback Policy

If you initiate a chargeback through your bank or credit card company instead of contacting us first, we reserve the right to:

• Suspend your account and services immediately
• Provide evidence of service delivery to your financial institution
• Charge additional fees for chargeback processing costs

We encourage you to contact us directly before initiating any dispute with your bank.

8. Promotional and Bundle Plans

Special terms apply to promotional offers and bundle plans:

• Promotional prices are final and non-refundable once activated
• Bundle plans must be refunded in full (individual components cannot be refunded)
• Promotional codes and discounts cannot be transferred or redeemed after refund

9. Contact Information

For refund requests or questions about this policy:

10. Policy Updates

This refund policy may be updated from time to time. Changes will be posted on our website with an updated "Last modified" date. Continued use of our services after policy changes indicates acceptance of the new terms.