Return and Refund Policy

At airdatalink, we strive to provide high-quality digital products and services. Due to the nature of digital goods, our return and refund policy is designed to address specific scenarios while protecting both our customers and our business.

For any issues with your eSIM Product, please use our contact page to reach us, and we will assist you promptly.

Refund Eligibility

  1. Technical Issues:
    • If you experience genuine technical issues that prevent the proper use of our digital product or service, you may be eligible for a refund.
    • Eligibility criteria:
      • a. The issue must be directly related to our service delivery and not caused by third-party network performance or coverage.
      • b. You must contact our support team at [email protected] within 10 days of purchase for diagnostic.
      • c. Provide all necessary information, including detailed descriptions, screenshots, or error messages.
      • d. In order to be eligible, you must work with our technical team through email or WhatsApp in order to assist .
      • e. User must work with us and attempt resolution as a lot of issue can be solved with a simple device setting/configuration.
      • Process:
        • a. Our team will acknowledge your request within 1 business day and provide a response within 3 business days. Our business hours are Monday to Friday, 10 AM to 7 PM (GMT +8). You must assist to work with us to resolve the issue.
        • b. If the problem remains unresolved after our troubleshooting efforts and as confirmed by the service provider, you may be eligible for a full or partial refund for the affected item only.
      • Exclusions:
        • a. Refunds are not eligible for eSIMs with any data usage or activation, as this demonstrates successful activation and is subject to our partial usage policy.
        • b. Issues related to poor coverage or network performance do not constitute a technical issue eligible for refund.
        • C. As defined by the refund exclusion policy.
  2. Unused Products
    • For completely unused digital products (eSIMs with zero data usage and no activation attempts), we may offer a refund or credit at our discretion.
    • eSIM that has been installed on a device may not be eligible depending on service provider.
    • Requests must be made within 5 days of purchase.
    • A 10% administrative fee may be applied for unused products along with applicable fee depending on eSIM.
    • Exclusion to this are products provided by 3HK, dtac & Unitel which are non-refundable.

Refund Exclusions

Refunds will NOT be granted in the following situations:

  1. Customer-Induced Issues: Damage, invalidation, deletion, or rendering the product unusable due to customer actions.
  2. Partial Usage: No refunds for partially used products or services, including any data consumption or attempted activations.
  3. Failure to Seek Assistance: Customers are responsible for contacting us as soon as possible for assistance before requesting a refund.
  4. Expired eSIMs: Any eSIMs that have expired are not eligible for refund.
  5. Network Performance and Coverage:
    • a. Dissatisfaction with third-party network coverage, speed, or service performance.
    • b. Inability to connect in specific locations due to limited network coverage.
    • c. Slower than expected data speeds in certain areas.
    • d. Intermittent connectivity issues that are related to network coverage or congestion.
  6. Network Preferences:
    • a. Inability to connect to a preferred or specific network provider.
    • b. Limitations on available networks as dictated by the eSIM’s assigned carrier.
    • c. Automatic network switching that may occur to maintain optimal connectivity.
  7. Roaming Limitations such as restrictions on roaming capabilities in certain countries or regions.
  8. Incorrect Purchases: Buying products incompatible with your location, device, or intended use.
  9. Change of Mind or Plans: Changes in personal circumstances after product delivery or activation.
  10. Device Incompatibility: It is the customer’s responsibility to ensure device compatibility before purchase. This includes:
    • a. eSIM support on the device.
    • b. Device lock status (unlocked devices required for most services).
    • c. Operating system compatibility.
  11. User Error:
    • a. Incorrect installation or activation of the eSIM.
    • b. Failure to properly configure device settings for eSIM use.
    • c. Accidental deletion or deactivation of the eSIM profile.
  12. Specific Provider Exclusions: eSIM products provided by 3HK, dtac & Unitel are not eligible for refunds under any circumstances due to provider restrictions.
  13. Service Expectations such as expectations of features or capabilities not explicitly promised in our service offering.
  14. Force Majeure: Issues arising from circumstances beyond our control, including but not limited to natural disasters, governmental actions, or widespread technical failures.
  15. Regulatory and Compliance Issues:
    • a. Service limitations due to local regulations in the user’s location.
    • b. Inability to use the service due to changes in local laws or regulations after purchase.
  16. Fair Usage Policy Violations:
    • a. Suspension or throttling of service due to excessive usage beyond stated limits.
    • b. Termination of service due to suspected abuse.

Refund Process

  1. Submit a refund request to [email protected] with your order number and a detailed explanation of the issue. Our team will review your request and respond within 3 business days. If approved, refunds will be processed within 3-4 weeks and credited to the original payment method.
  2. Please note: Any applicable taxes, fees, or charges cannot be refunded.
  3. Approved refunds may be subject to an administrative fee, depending on the circumstances and our agreements with providers.
  4. In some cases, we may offer store credit instead of a monetary refund.

Limitations of Liability

  • airdatalink’s maximum liability for any claims related to our products or services is limited to the amount paid for the specific item in question.
  • We are not responsible for any indirect, consequential, or incidental damages arising from the use or inability to use our products or services.

Product Delivery

  • All digital products are typically delivered within one hour of purchase during normal business operations.
  • In exceptional cases, delivery may take up to 24 hours.
  • If you have not received your order, please check your spam folder and ensure you entered the correct email address.

Contact Us

If you have any questions about our return policy or need assistance, please contact us:

Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes indicates your acceptance of the new policy.

By making a purchase from airdatalink, you acknowledge that you have read, understood, and agree to this refund policy.

Last updated: 21/09/2024