Skybyte — a trading name of Banxs Technologies EOOD
Version 2.0
In short
If you have not activated your eSIM, you can have your money back. No reason needed, no time limit within the plan's validity window.
Once you activate it, the position changes — because activating is you asking us to supply the service immediately, and under EU consumer law that ends the fourteen-day cooling-off right. We show you this clearly before revealing your QR code, and we record your acknowledgement.
If the service doesn't work, you get a refund regardless. A defective eSIM is not covered by any of the above. Your statutory rights are untouched.
Refunds go back to the card you paid with, in the currency you paid in, normally within five to ten business days.
The rest of this page is the detail, including the exact circumstances in which we refund after activation.
1. Who this applies to
This policy applies to everyone who buys a Skybyte eSIM.
Where you buy as a consumer — that is, for purposes outside your trade, business, craft or profession — you have additional statutory rights. Consumers in the EU and EEA are subject to the applicable national consumer legislation implementing EU consumer-protection requirements, including the Bulgarian Consumer Protection Act. UK consumers are subject to the applicable UK consumer-protection legislation. Nothing in this policy limits those rights, and where this policy and your statutory rights conflict, your statutory rights win.
Where you buy as a business, the statutory consumer rights do not apply, but the commercial terms of this policy do.
2. Your right to withdraw within fourteen days
2.1 The right
If you are a consumer in the EU or EEA, you have fourteen calendar days from the date of your order to withdraw from the contract without giving any reason, under the applicable national legislation implementing EU consumer-protection requirements. If you are a consumer in the UK, an equivalent fourteen-day cancellation right applies under the applicable UK consumer-protection legislation. We apply the same fourteen-day practice to both.
The period runs from the day the contract is concluded — for a digital service like ours, that is the moment your order is confirmed.
2.2 How to withdraw
Any clear statement works. You can:
- use the refund button in Account → Orders;
- email support@skybytesim.com saying you wish to withdraw;
- complete and return the model withdrawal form, though you are not obliged to use it;
- write to us at Banxs Technologies EOOD, Blvd. Alexander Malinov 31, Sofia 1000, Bulgaria.
You only need to send your statement before the fourteen days expire. It does not need to have reached us and been processed by then.
2.3 The effect
We refund all payments received from you, including any delivery costs, without undue delay and in any event within fourteen days of being informed of your decision.
We refund using the same means of payment you used, unless you expressly agree otherwise. You will not incur any fee as a result of the refund.
3. What happens when you activate — the Article 16(m) waiver
This is the most important section on this page, so it is written as plainly as we can manage.
3.1 Why activation matters
Article 16(m) of Directive 2011/83/EU says the withdrawal right does not apply to the supply of digital content or a digital service where:
(a) performance has begun; and (b) you gave prior express consent for it to begin during the withdrawal period; and (c) you acknowledged that you would thereby lose the right to withdraw; and (d) we have provided you with confirmation of that agreement.
All four conditions have to be met. If any one of them is missing, you keep the withdrawal right.
3.2 How we meet those conditions
At checkout, before you pay, we display a disclosure explaining that activating your eSIM will end your withdrawal right, and you must tick a box confirming you have read and accept it. You cannot complete the purchase without doing so.
At activation, before we reveal your QR code, we show a second notice. It says, in substance: activating provides the service immediately, and by proceeding you waive your fourteen-day withdrawal right. You choose to continue or to wait.
If you choose to wait, nothing happens. Your QR code stays hidden, your withdrawal right is intact, and you can come back later or ask for a refund.
If you choose to continue, we record it: the moment the notice was shown, the moment you confirmed, the version of the wording you saw, and the order and eSIM it relates to. That record is kept for five years and is available to you on request.
Confirmation of the agreement is sent to you by email at the point of activation, satisfying condition (d).
3.3 What "activation" means
For clarity, disclosure of the eSIM credentials, installation of the eSIM and first registration on a mobile network are separate events.
- Credential disclosure is the moment we reveal your QR code and manual installation parameters. This is the point at which performance of the service begins, because the profile is irreversibly consumed from our supplier's inventory once it is in your possession.
- Installation is when you add the profile to your device.
- First network registration is when the eSIM first attaches to a mobile network. The validity period of your plan begins on first successful network registration.
The statutory withdrawal exception applies only where performance of the relevant service has begun following your required express consent and acknowledgement, which we capture before the credentials are disclosed.
3.4 If you activated by accident
Tell us. Write to support@skybytesim.com within twenty-four hours, and if the usage records show you have consumed no data, we will treat it as an unactivated eSIM and refund in full.
This is a goodwill position, not a statutory entitlement, but we apply it consistently.
4. Refund eligibility
| Situation | Refund | Notes |
|---|---|---|
| Not activated, within 14 days of purchase | 100% | Statutory withdrawal right. No reason needed. |
| Not activated, after 14 days but within plan validity | 100% | Commercial goodwill beyond your statutory rights. |
| Not activated, after plan validity has expired | 0% | The plan expired unused. We recommend the expiry warnings we send. |
| Activated by accident, under 24 hours, zero data used | 100% | See Section 3.4. |
| Activated, under 24 hours, less than 5% of allowance used | 80% | Goodwill. The 20% retained reflects the wholesale cost we have already incurred. |
| Activated, under 24 hours, 5% or more used | 0% | The service has been materially provided. |
| Activated, more than 24 hours ago | 0% | Except where the service is defective — see Section 5. |
| eSIM fails to activate or connect | 100% | Defective service. Statutory. See Section 5. |
| Coverage materially below what we published | Pro-rata or 100% | Assessed case by case. See Section 5.3. |
| Network outage attributable to the carrier | Pro-rata | Calculated on the proportion of the validity period affected. |
| Device turned out to be incompatible | 100% if unactivated | Please use the compatibility checker before buying. |
| Duplicate order placed in error | 100% on the duplicate | Tell us and we will identify which to keep. |
| Unauthorised transaction | 100% | Investigated as fraud, not as a refund. See Section 8. |
| Billing error on our side | 100% of the error | Plus correction of the invoice. |
| Trip cancelled, eSIM unactivated | 100% | Within validity. |
| Trip cancelled, eSIM already activated | 0% | The service was available to you. |
Percentages are of the amount you paid, including VAT.
5. When the service is defective
Your rights here are statutory and cannot be signed away by anything in this policy or in our Terms.
5.1 What counts as defective
- the eSIM fails to install on a device we list as compatible;
- the profile installs but never attaches to a network in the destination;
- data does not flow despite the profile showing as connected and allowance remaining;
- the allowance is depleted faster than actual usage;
- performance is materially and persistently below what we published for that destination.
5.2 What to do
Contact support@skybytesim.com. We will attempt to diagnose it with you — often it is a device setting and can be fixed in minutes.
If we cannot fix it, we will reissue the eSIM at no cost, or refund you in full, at your election.
We aim to resolve within seven business days. Where a lack of conformity is established, Skybyte will take reasonable steps to restore conformity. Where this is not possible, or is unsuccessful within the period required by applicable law, you may be entitled to a proportionate price reduction or to a refund. Please report problems as soon as you notice them: carrier logs are easiest to obtain shortly after the event, so early reports are quicker to substantiate.
5.3 Coverage shortfalls
We publish expected coverage per destination based on information from our wholesale suppliers. Mobile coverage varies by location, building, terrain and network congestion — no operator anywhere guarantees a signal at a specific point.
We will refund where coverage was materially below what we published for the destination as a whole. We will not refund because of a signal gap in a particular building, on a particular train line, or in a remote area where no operator provides service.
Where we accept a coverage shortfall, we refund pro-rata for the affected portion of the validity period, or in full where the service was effectively unusable throughout.
6. How refunds are processed
Method. Always back to the original payment method. We cannot refund to a different card, to a bank account, or as store credit. This is a card scheme requirement and an anti-money-laundering control, not a preference.
Currency. Always in the currency you paid in. If your bank converted from another currency at the time of purchase, it will convert back at whatever rate applies on the refund date. That rate may differ from the original. We do not control it and cannot compensate for the difference.
Timing. We initiate the refund within one business day of approving it. Your bank then takes typically five to ten business days to post it to your account. Some issuers take longer. Once we have initiated it, the timing is entirely in your bank's hands.
Descriptor. The refund appears on your statement as SKYBYTE BANXS BG, matching the original charge.
Confirmation. We email you when the refund is initiated, with the amount and the reference. Keep it — it is what your bank will ask for if the refund does not arrive.
Credit notes. For every refund we issue a credit note referencing the original invoice, as required by Article 115 of the Bulgarian Value Added Tax Act and Article 219 of Council Directive 2006/112/EC. It appears in Account → Orders and is emailed to you. VAT is refunded proportionally to the refunded amount.
Partial refunds. Where a partial refund applies, VAT is recalculated on the refunded portion and the credit note reflects it.
7. Top-ups and multi-country plans
Top-ups are treated as separate purchases. An unused top-up is refundable on the same basis as an unactivated plan. A top-up that has been consumed is not.
The Global eSIM covering multiple countries is refundable in full if unactivated. Once activated, the same rules in Section 4 apply — the fact that you have only used it in one of the covered countries does not entitle you to a partial refund for the others, because the entire coverage footprint was available to you.
There is no subscription and no auto-renewal on any Skybyte product. Nothing recurs. Nothing charges you again unless you actively buy it. If you ever see a recurring charge from us, it is an error and we will refund it in full — contact us immediately.
8. Disputes and chargebacks
8.1 Please talk to us first
If something is wrong, contact support@skybytesim.com. We resolve most refund requests within a day or two.
A chargeback takes weeks, involves your bank and ours, and produces a worse outcome for you than simply asking. We say this because it is true, not to discourage you from exercising a right you have.
8.2 Your right to dispute
You retain the right to dispute a transaction with your card issuer regardless of what this policy says. Nothing here limits that.
Card dispute time limits vary depending on the card scheme, the dispute reason and the circumstances of the transaction. You may contact your card issuer within the applicable scheme deadline.
8.3 The grounds people usually raise
| Ground | Visa | Mastercard |
|---|---|---|
| Merchandise or service not received | 13.1 | 4855 |
| Credit not processed | 13.6 | 4860 |
| Cancelled recurring transaction | 13.2 | 4841 |
| Not as described or defective | 13.3 | 4853 |
| Fraud — card-absent environment | 10.4 | 4837 |
| Authorisation-related | 11.x | 4808 |
| Processing errors | 12.x | 4834 |
These are cross-referenced in Section 12 of our Payment Disclosures.
8.4 What we submit in response
Where we defend a dispute we provide our acquirer with:
- the order record and the invoice;
- the IP address and timestamp of the order;
- proof of delivery of the eSIM credentials to the email address on the account;
- the activation consent record, including what was shown and when it was acknowledged;
- the usage records showing data consumed;
- the terms and refund policy in force at the time, and the record of acceptance at checkout.
We do this not to obstruct you but because we are required to respond, and because an unanswered dispute is presumed against us regardless of the facts.
8.5 Where a dispute is abusive
Where a chargeback is raised on grounds we can demonstrate to be false — for example, claiming non-receipt for an eSIM that our records show was activated and consumed — we may suspend the account and decline future orders. We will always tell you before we do.
9. Force majeure and exceptional circumstances
Where a plan becomes unusable due to circumstances outside anyone's reasonable control — a national network shutdown, a natural disaster, an armed conflict, a government-imposed restriction on connectivity in the destination — we will refund the unused portion pro-rata, whether or not the eSIM was activated.
We do this because it is the fair outcome, not because we are legally obliged to.
10. Complaints
Step one. support@skybytesim.com. We acknowledge within five business days and aim to resolve within fifteen.
Step two. If you are not satisfied, escalate to contact@banxs.com marking it "Formal complaint". A different person will review it and respond within fifteen business days.
Step three. If you remain dissatisfied you may take it further:
EU Online Dispute Resolution platform ec.europa.eu/consumers/odr
Bulgarian Commission for Consumer Protection (Комисия за защита на потребителите) 1 Vrabcha St., Sofia 1000, Bulgaria · kzp.bg
Your own national consumer authority, if you are resident elsewhere in the EU.
You may also bring proceedings in the courts of your own country of residence — you are not required to litigate in Bulgaria.
11. Model withdrawal form
You are not required to use this form, but it is provided as Annex I(B) of the Consumer Rights Directive requires.
Download the model withdrawal form (PDF)
12. Changes to this policy
The policy in force at the time of your purchase governs that purchase. We cannot apply a later, less favourable version retrospectively.
We give thirty days' notice of material changes, by email to account holders and by notice on this page.
13. Contact
Refunds and support support@skybytesim.com
Formal complaints contact@banxs.com
Post Banxs Technologies EOOD, Blvd. Alexander Malinov 31, Sofia 1000, Bulgaria
Banxs Technologies EOOD (trading as Skybyte) · Blvd. Alexander Malinov 31, Sofia 1000, Bulgaria · EIK 206285017 · VAT BG206285017 · Registered with the Bulgarian Registry Agency
Version 2.0