Arivia Sim Refund Policy
At Arivia Sim, customer satisfaction is extremely important to us. We understand that travel plans can change and that technical issues may occasionally occur. This Refund Policy explains the conditions under which refunds may be granted for purchases made through the Arivia Sim website or application.
1. Refunds for Cancellation or Change of Plans
If your travel plans change and you no longer require your eSIM, you may be eligible for a full refund under the following conditions:
- The eSIM was purchased directly through the official Arivia Sim website or application
- The eSIM has not been activated
- The QR code has not been scanned
- No data usage has occurred
- The purchase was made within the last 6 months
Once an eSIM has been activated, scanned, installed, or partially used, refunds are no longer automatically guaranteed. However, Arivia Sim may review the specific circumstances and, at its sole discretion, offer a partial refund, account credit, or alternative solution where appropriate.
2. Refunds for Incompatible or Carrier-Locked Devices
Customers are responsible for verifying that their device supports eSIM technology and is not carrier-locked before purchasing an eSIM.
A refund may be granted if:
- The device is confirmed to be incompatible with eSIM functionality or carrier-locked
- The QR code has not been scanned or installed
- No data has been consumed
- The purchase was made within the last 6 months
- The customer provides sufficient evidence, including screenshots or device information, allowing Arivia Sim to verify the incompatibility or device restriction
If the eSIM has already been activated or data has been used, refunds for incompatibility issues may be denied.
3. Refunds for Connection or Service Issues
If you experience technical problems, connectivity issues, or service interruptions, customers must first contact Arivia Sim Customer Support before requesting a refund.
To be eligible for review:
- The issue must be reported during the active validity period of the eSIM or during the trip
- Customers must cooperate with troubleshooting steps provided by support
- Sufficient information may be requested, including screenshots, device settings, network details, or error messages
Arivia Sim cannot guarantee refunds for issues reported only after the trip or after the eSIM validity period has expired.
Depending on the situation and the amount of data used, Arivia Sim may provide:
• A full refund
• A partial refund
• Store credit
• A replacement eSIM
Administrative or processing fees may be deducted where applicable.
4. Non-Refundable Situations
Refunds will generally not be provided in the following cases:
- Incorrect destination or plan selected by the customer
- Accidental purchases
- Devices that do not support eSIM where compatibility was not checked in advance
- Failure to install or activate the eSIM correctly despite provided instructions
- Poor local network coverage in specific areas where service availability depends on local operators
- Expired plans or completed trips
- Excessive delays in contacting customer support regarding an issue
5. Processing of Refunds
Approved refunds will be processed using the original payment method whenever possible.
- Refund processing times may vary depending on the payment provider or bank
- Currency exchange differences or third-party transaction fees are outside Arivia Sim's control
- Refund reviews may require additional verification before approval
6. Contact
For any refund request or support inquiry, customers should contact Arivia Sim Customer Support through support@ariviasim.be or the official support channels available on the website.
We strongly encourage customers to contact support as soon as an issue occurs so that we can provide the fastest and most effective resolution possible.