Skybyte — a trading name of Banxs Technologies EOOD
Version 1.0
In short
Tell us first. Almost every payment problem — a duplicate charge, an unrecognised descriptor, an eSIM that never arrived, a plan that does not work — is something we can fix within one working day. A chargeback takes weeks and gives you the same money later.
Email support@skybytesim.com with your order reference. We acknowledge within 24 hours and aim to resolve within five business days.
1. How to complain
Send your complaint to support@skybytesim.com, or use the support widget on any page of the site while signed in. Please include:
- your order reference (format
SKY-followed by eight characters); - the email address used at checkout;
- the amount and date of the charge as it appears on your statement;
- what you expected to happen and what happened instead.
| Stage | Owner | Timescale |
|---|---|---|
| Acknowledgement | Support | Within 24 hours |
| Investigation and substantive reply | Support | Within 5 business days |
| Escalation to management review | Operations lead | Within 10 business days of request |
| Final response | Banxs Technologies EOOD | Within 20 business days of the original complaint |
If we need longer — for example because a carrier partner must investigate a network fault — we will tell you why and give you a revised date.
2. Unrecognised charges
Charges from us appear as SKYBYTE BANXS BG. Before disputing a charge with your bank, please check:
whether a family member or colleague bought an eSIM using your card;
your Skybyte account order history, which lists every charge with its date, amount, and currency.
If it still does not look right, email us. We will identify the transaction, send you the invoice, and refund it immediately if it should not have been taken.
3. Duplicate charges and authorisation holds
An authorisation hold is not a charge. If a payment is declined or abandoned, your issuer may still show a pending amount; it is released automatically, typically within one to seven business days depending on the issuer. Skybyte never captures funds for an order that did not complete.
Genuine duplicate captures are refunded in full on the day they are reported, without argument and without requiring you to prove anything beyond the two statement lines.
4. Refunds
Refund entitlement is set out in full in the Refund Policy. Approved refunds are returned to the original card, in the original currency, normally within five to ten business days of approval. We cannot refund to a different card or to a bank account, because scheme rules require refunds to be returned to the instrument used for the purchase.
If the original card has expired or been closed, the refund still succeeds in the great majority of cases because the issuer maps it to the replacement account. Where the issuer rejects it, contact us and we will arrange an alternative in accordance with scheme rules.
5. Chargebacks
You have the right to raise a dispute with your card issuer, and nothing in this policy limits that right. We ask only that you contact us first.
Where a chargeback is raised, we respond with the evidence we hold: the order record, the delivery timestamp and destination email, the 3-D Secure authentication result, the activation-consent record where the eSIM was activated, the accepted terms at checkout, and the support correspondence. That evidence is submitted through our acquiring institution, PayNovus AD (Bulgaria), within the scheme's representment deadline.
If a chargeback is raised for a plan that has already been used, and the dispute is resolved in our favour, the plan remains valid. Where a chargeback is upheld, the related eSIM profile is suspended and any dependent number assignment is released, because the service is no longer paid for.
Repeated chargebacks raised without first contacting support, in circumstances where the service was delivered and used, may lead us to decline future orders from the same account or card. That is a commercial decision about future sales only; it never affects your statutory rights in respect of past transactions.
6. Escalation outside Skybyte
If you are not satisfied with our final response, you may escalate:
- Consumer disputes (Bulgaria and EU): Commission for Consumer Protection (KZP),
kzp.bg. - EU online dispute resolution: the European Commission's ODR platform,
ec.europa.eu/consumers/odr. We are not obliged to participate in alternative dispute resolution before a consumer arbitration board, but we consider every reasonable request in good faith. - Data protection: Bulgarian Commission for Personal Data Protection (CPDP),
cpdp.bg, or the supervisory authority in your EU country of residence. - Electronic communications matters: Communications Regulation Commission (CRC), Republic of Bulgaria,
crc.bg. - Payment services: your own card issuer, and where applicable the national competent authority supervising it under PSD2.
7. Records
We retain complaint correspondence and dispute evidence for the period stated in the Privacy Policy — currently the longer of the statutory accounting retention period and the period necessary to defend legal claims. You may request a copy of the record of your own complaint at any time.
8. Contact
Banxs Technologies EOOD, trading as Skybyte Blvd. Alexander Malinov 31, Sofia 1000, Bulgaria EIK 206285017 · VAT BG206285017
Complaints and billing: support@skybytesim.com
Data protection: contact@banxs.com