Refund Policy

1. Summary

This policy applies to prepaid, data-only travel eSIM plans purchased from onespot4u, operated by Connection SHPK. It forms part of our Terms of Service.

2. Unused plans — 14-day refund window

You may request a full refund within 14 days of the purchase date if all of the following are true:

• The eSIM profile has not been installed on any device.
• The plan has not been activated (no connection to a supported network).
• No data from the plan has been consumed.

Refunds under this section are issued in full, including taxes and service fees, to the original payment method. No reason is required, although feedback helps us improve.

3. Activated or used plans

eSIM plans are digital services delivered immediately at your request. By installing or activating the eSIM, or consuming any data, you expressly request immediate performance and acknowledge losing the statutory right of withdrawal, as permitted for digital services under Albanian Law No. 9902/2008 “On Consumer Protection” and Directive 2011/83/EU.

• Plans that have been activated or partially used are not refundable, including where the trip is cancelled, cut short, or the remaining data goes unused.
• Unused data has no cash value, is not transferable, and expires at the end of the plan’s validity period.
• Slower-than-expected speeds or limited coverage in a specific location do not qualify for a refund, as network performance is controlled by the visited networks; see our destination guides for typical coverage.

4. Technical failures on our side

The exclusions above do not apply when the service itself could not be delivered. You are entitled to a full refund regardless of the 14-day window if:

• Your activation QR code was never delivered and support could not reissue it;
• The eSIM could not be installed or activated due to a fault of onespot4u or our fulfillment partner, and support could not resolve it within a reasonable time; or
• You were charged more than once for the same order, or charged for an order we rejected (the duplicate or erroneous amount is refunded).

Please contact support first and allow us to troubleshoot — most installation issues are resolved in one exchange.

5. What is not refundable

• Plans outside the 14-day window that were never installed (we recommend buying shortly before your trip).
• Plans purchased for a device that is carrier-locked or not eSIM-compatible, where the eSIM has already been installed or the window has passed. Compatibility is your responsibility to confirm before purchase — the check takes 30 seconds. If the profile was never installed and you are within 14 days, Section 2 still applies.
• An eSIM profile that was installed and then deleted from the device; deleted profiles usually cannot be restored.
• Top-ups or additional plans, once activated, on the same basis as Section 3.

6. How to request a refund

Submit your request through our contact form or email support@onespot4u.com with:

• Your order reference (for example, OS4-ABC123);
• The email address used at purchase; and
• A short description of the reason (required only for technical-failure claims).

We may verify with our fulfillment partner that the eSIM is uninstalled and unused before approving a refund under Section 2.

7. Processing and timing

Approved refunds are issued to the original payment method. We process approvals within 5 business days; your bank or card issuer may take a further 5–10 business days to post the credit. We will confirm by email when the refund has been sent. Refunds are made in the currency of the original transaction; we are not responsible for exchange-rate differences or fees charged by your bank.

8. Chargebacks

If you believe a charge is incorrect, please contact us before disputing it with your bank — most issues are resolved faster through support. We reserve the right to contest chargebacks for plans that were delivered and used in accordance with this policy, and to suspend service on orders subject to an open dispute.

9. Your legal rights

This policy does not limit any mandatory rights you hold under the consumer protection law of Albania, an EU member state where you habitually reside, or other applicable mandatory law, including statutory remedies for services not performed as agreed. Where this policy conflicts with such mandatory rights, the mandatory rights prevail.

10. Contact

Questions about this policy can be sent through our Contact Us page or to support@onespot4u.com.

This policy is a business-ready draft, not legal advice. Have qualified counsel confirm the withdrawal-rights language for each market you sell into before launch.