REFUND POLICY

Effective date: 18th October 2024

This Refund Policy ('Policy') applies to all Users purchasing and using Service from the Bropanda app and/or our website https://bropanda.sg, governing the relationship between the Users and Cloud Telecommunications (S) Pte. Ltd. ('Cloud Telecom'). This Policy should be read together with our Terms and Conditions to ensure full understanding of your rights and obligations

At Bropanda, we strive to provide our Users with reliable and efficient mobile connectivity services through our Bropanda app. To ensure transparency and fairness in our transactions, we have established a comprehensive Policy for our Users. This Policy outlines the circumstances under which refunds may be issued and the process for requesting a refund. We are committed to addressing any concerns promptly and ensuring that our Users receive the best possible experience with Bropanda.

1. POLICIES AND GUIDELINES

   Users are entitled to request a refund or eSIM replacement if they encounter technical issues from Bropanda that prevent the eSIM from being installed or used.

   1. A refund request may be submitted within thirty (30) days from the purchase date provided that Bropanda shall have no obligation to issue such refund if the issue is resolved and the Services can be used within 10 days following Customer having given Bropanda notice of the issue.

   2. Users must cooperate fully to resolve the issue in a timely manner for the refund to be processed.

   3. No refunds will be given for any unused data once the validity period has expired.

   4. Compensation: No refunds or compensation will be issued for charges incurred through alternative phones, SIM cards, providers, hotel phones, or any other expenses not directly associated with the Users' account.

   5. Fraudulent purchases: Bropanda reserves the right to deny any refund if there is evidence of misuse, a breach of our T&C, or fraudulent activity linked to eSIMM ROAM products and Service.

   6. Unauthorized purchases: Such cases will undergo investigation and approval before any refund is processed. Bropanda also reserves the right to suspend accounts involved in fraudulent activity.

   7. Accidental purchases: eSIM is considered used once it is installed, thus, no refunds will be provided.

   8. Incorrect charges: In cases where the Users, in good faith, reasonably believes that they have been incorrectly charged, must notify Bropanda within twelve (12) days of receiving the invoice, providing details of why the charge is incorrect and, if possible, the amount they believe is due.

   9. Other Reasons: Refund requests outside the specified conditions stated above will be reviewed on a case-by-case basis. If a refund is approved, a processing fee may be applied, and the maximum refund must equal to or not exceed the original payment amount.

2. REFUND PROCESS

   1. Users may contact Bropanda's support team through the Contact Us page or via email at support@esimmroam.com to request for a refund. Each refund request will be processed as a case-to-case basis and will be subjected to this T&C.

   2. To facilitate a refund process, Users may be asked for additional information, such as screenshots of device settings or invoice dispute details.

   3. Users may opt for refunds via the original payment method. Refunds to the original method may take up to thirty (30) business days to reflect on the Users' account.

   4. End Customers who purchased through a reseller are not eligible for direct refunds from Bropanda and should request refunds from the reseller.

   5. Business User refunds for transactions made directly with Bropanda can be processed through Credits, which can be applied toward future purchases or Service.

For any inquiries regarding this Policy or assistance with your refund request, please contact our customer support team at support@esimmroam.com for prompt assistance.