Cancellation & Refund Policy

Governing wholesale eSIM orders, carrier profile revocations, and non-refundable prepaid USD wallet balance terms.

Scope of Policy & 30-Day Window

This policy applies to all wholesale mobile data transactions executed via the ConnectMeGuru B2B API (/api/b2b/v1) or the Corporate Partner Portal. To ensure administrative and network auditing consistency, wholesale partners may submit cancellation requests within thirty (30) calendar days of order generation.

Conditionality on Carrier Activation Policy (`activationPolicy`)

Because travel eSIM profiles represent digital cellular allocations provisioned over global carrier infrastructure, eligibility for wholesale cancellation is strictly governed by the plan’s activation type and handset status:

Type 1: On Scan / Install

Refund Eligible: Only if the profile has never been scanned or installed on any handset (SM-DP+ status remains unallocated) and 0 bytes have been consumed.

Once downloaded to a device, the carrier locks the profile permanently.

Type 2: First Network Connection

Refund Eligible: Only if the profile has never latched onto or registered with a destination mobile network, and 0 bytes have been consumed.

Data session attachment starts billing; active latched profiles are non-refundable.

Type 3: Upon Purchase

Strictly Non-Refundable: Profile validity commences immediately upon checkout generation.

These plans cannot be cancelled or refunded under any circumstance.

Carrier Revocation Prerequisite (Dual-Confirmation)

ConnectMeGuru operates direct integration with global mobile network operators. When your system submits a cancellation request via POST /api/b2b/v1/orders/{orderId}/cancel:

Step 1:Gateway queries carrier telemetry to verify 0 bytes consumed.

Step 2:Gateway sends electronic profile revocation to the carrier network.

Step 3:Only upon carrier confirmation and refund credit receipt does the gateway mark the order cancelled and refund your USD balance.

If the carrier rejects revocation (for example, if the end-user has already installed the profile on an iPhone or Android handset), the cancellation request is denied with an HTTP error explaining the carrier's rejection.

Settlement Method: Prepaid USD Wallet Balance

All approved wholesale order cancellations are credited 100% to your Prepaid USD Balance. Refunds are never disbursed to external payment cards, bank accounts, or digital/crypto rails.

Credited wallet funds never expire and are immediately available for subsequent wholesale purchases or profile issuances.

Prepaid Wallet Top-Ups Strictly Non-Refundable

All balance top-ups and deposits made to the Partner Prepaid USD Wallet (whether executed via credit/debit card, bank transfer, wire, or cryptocurrency) are final, non-reversible, and strictly non-refundable.

Once funds are credited to your prepaid wallet balance:

They cannot be withdrawn, cashed out, or refunded back to the original payment source.
They do not expire and must be utilized exclusively for provisioning eSIM profiles, data top-ups, and other services across ConnectMeGuru.
Disputed transactions or chargebacks initiated against valid wallet top-ups will result in immediate suspension of API keys, account access, and downstream eSIM profile provisioning.

eSIM Data Top-Up Bundles Non-Refundable

Over-the-air top-ups applied to an active ICCID via POST /api/b2b/v1/orders/{iccid}/topup or the Partner Portal take effect immediately across mobile roaming nodes. Data top-up recharges are strictly non-refundable and cannot be revoked once processed. Furthermore, applying a top-up permanently locks the underlying eSIM profile, making the parent eSIM profile non-cancellable even if 0 bytes were consumed on the original plan.

Carrier Network Outages & Diagnostic Credits

In the rare event that an eSIM profile suffers from carrier network outages or verified technical defects verified by carrier diagnostic logs, ConnectMeGuru will provide a 100% wholesale credit or complimentary replacement profile.

Programmatic Cancellation API

Integrate automated order cancellations into your client app or ERP system using our dedicated REST endpoint.

View Cancel API Reference →