1. Overview
This Refund Policy expands on Section 9 of our Terms of Service and explains the circumstances under which Skybyte will issue a refund, how to request one, and how long it takes. It is intended to be read in conjunction with the rights you have as a consumer under EU and Bulgarian law, which are not affected by this Policy.
2. EU Right of Withdrawal — Article 16(m) CRD
Under Article 16(m) of Directive 2011/83/EU on consumer rights (transposed into Bulgarian law by the Consumer Protection Act, KZP), the standard 14-day right of withdrawal from a distance contract does not apply to the supply of digital content not supplied on a tangible medium where:
- performance has begun with your prior express consent, and
- you have acknowledged that you thereby lose your right of withdrawal.
When you activate your eSIM, the data plan begins immediately. By completing checkout you provide your express consent to immediate performance and acknowledge that, once the eSIM is activated, you lose the 14-day right of withdrawal in respect of that eSIM. Before activation, you remain free to withdraw within 14 days of purchase and receive a full refund.
3. When You Can Get a Refund
- Before activation, within 14 days of purchase — full refund, no questions asked.
- Technical issue: eSIM never worked — case-by-case, following a documented investigation by support, including diagnostic logs and verification with our connectivity partner.
- Coverage issue at the destination — case-by-case, taking into account network availability data and the published coverage maps for the relevant destination.
- Duplicate charge — full refund of the duplicate.
- Order cancelled by Skybyte (including for suspected fraud, sanctions screening, or pricing errors) — full refund issued automatically.
4. When Refunds Are Not Available
- After activation — once the data plan has started, the digital service has been performed and the right of withdrawal does not apply.
- For unused data on an active plan — there is no pro-rata refund of unused allowance.
- For Top-Ups — Top-Ups are applied immediately and constitute fully performed digital services on application.
- Incompatible devices where compatibility was disclosed at purchase (it is your responsibility to verify compatibility before purchasing — see /compatibility).
5. How to Request a Refund
- Contact us via in-app support (preferred — keeps your order context) or by email at [PLACEHOLDER: support@skybyte.com].
- Provide your order number, the reason for the refund request, and any supporting evidence (e.g. device model, country visited, dates of attempted use, screenshots).
- We acknowledge requests within 1 business day and complete investigation within 7 business days for standard cases.
6. Processing Time
Approved refunds are issued to the original payment method within 5–10 business days of approval. Refunds are issued in the same currency as the original payment (EUR, USD, or GBP). Bank processing time is outside our control and may add a further 2–5 business days.
7. Disputed Charges (Chargebacks)
If you believe a charge is incorrect, please contact us first — we will normally resolve genuine issues faster than your bank can. Chargebacks raised without first contacting Skybyte, where the dispute is subsequently determined to be unfounded, may result in suspension of your account and recovery of associated processing fees through legal means.