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Zepliner Refund Policy

Last updated: March 29, 2026

Effective date: March 29, 2026

Contact: support@zoragrad.com

This Refund Policy explains when refunds, credits, replacements, or other remedies may be available for purchases made through Zepliner.

By purchasing or using Zepliner Services, you agree to this Refund Policy together with our Terms of Service.

Zepliner is operated by ZORAGRAD LTD.

Who we are

• Company name: ZORAGRAD LTD
• Company registration number (CRN): 16701620
• Registered office address: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
• Business telephone number: 020 8059 1042
• Support contact email: support@zoragrad.com

General rule

Zepliner provides prepaid digital eSIM services. Because eSIM products are digital, time-limited, and provisioned for a specific order, refund eligibility is limited.

As a general rule:

• Not installed and not activated: may be eligible for a refund, subject to review.
• Installed but not activated: may be eligible for a refund, subject to review.
• Activated, connected to a network, or in use: not refundable.

Once an eSIM is activated or connects to a network, the service is considered used and is non-refundable.

Refund eligibility

A refund may be considered where:

• the eSIM was purchased but not installed and not activated;
• the eSIM was installed but not activated;
• the wrong product was delivered due to our confirmed error;
• a duplicate purchase occurred due to a confirmed billing or technical issue;
• the service could not be delivered due to a confirmed issue on our side;
• applicable law requires a refund.

Any refund request is subject to review and verification.

Non-refundable cases

Refunds will generally not be provided where:

• the eSIM has been activated;
• the eSIM has connected to a telecom operator or network;
• data usage has started;
• the validity period has started and the service has entered active use;
• the issue is caused by device incompatibility;
• the device is not eSIM-compatible;
• the device is carrier-locked or network-locked;
• the user purchased the wrong destination, package, or plan;
• the user failed to check compatibility before purchase;
• the user failed to follow installation or activation instructions correctly;
• the issue is caused by local coverage limitations, signal quality, network congestion, device settings, roaming settings, APN settings, or other third-party conditions outside our control;
• the request involves abuse, fraud, chargeback misuse, promotion misuse, coupon misuse, resale, or other violations of our Terms or policies;
• the refund request is incomplete, misleading, or unsupported by the available service records.

Installed but not activated

An eSIM that has been installed but not activated may still be considered for refund, replacement, or credit, depending on the circumstances.

However, installation alone does not guarantee eligibility. We may review service records, provisioning status, timestamps, destination details, and related technical information before deciding.

Activated or connected eSIMs

An eSIM becomes non-refundable once it has been activated, connected to a telecom operator, or otherwise entered service use.

For the avoidance of doubt:

• activation may occur when the eSIM first connects to a supported network or operator;
• once activation or network connection occurs, the eSIM is treated as used;
• once treated as used, the purchase is no longer eligible for refund except where required by applicable law.

This is because activated digital connectivity products cannot be recovered, reversed, or resold once service use begins.

Alternative remedies

Where a refund is not available, we may, at our discretion, offer an alternative remedy such as:

• troubleshooting assistance;
• installation or activation guidance;
• a replacement eSIM;
• account credit;
• another reasonable support-based solution.

Alternative remedies are offered at our discretion unless otherwise required by law.

How to request a refund

To request a refund, contact us at support@zoragrad.com and include:

• the email address used for the purchase;
• the order number or purchase reference;
• the destination and package purchased;
• a short description of the issue;
• screenshots or supporting information where available.

Submitting a refund request does not guarantee that a refund will be approved.

Review and verification

We may review refund requests using account records, order records, service status, activation status, provider records, technical logs, device-related information, support history, fraud signals, and other relevant evidence.

We reserve the right to:

• request additional information;
• reject incomplete or unsupported requests;
• deny refunds where activation, network connection, or service use is confirmed;
• deny refunds where fraud, abuse, or policy violations are suspected;
• issue partial or full refunds only where we determine they are appropriate or legally required.

Chargebacks and payment disputes

Before initiating a chargeback or payment dispute, please contact Zepliner support at support@zoragrad.com so we can attempt to resolve the issue directly.

If a chargeback or payment dispute is initiated, we may use relevant records to respond, including:

• order records;
• activation and provisioning records;
• usage or service status information;
• technical logs;
• customer communications;
• support history;
• fraud or abuse indicators.

We reserve the right to dispute chargebacks where service delivery, activation, network connection, or use can be demonstrated, or where misuse, fraud, or policy violations are suspected.

Processing times

If a refund is approved, we will submit it through the original payment method within a reasonable time.

Actual receipt times depend on your payment provider, bank, card issuer, or financial institution and are outside our control.

Promotions, coupons, and credits

Promotional discounts, coupon-based reductions, bonus credits, and similar incentives may be subject to additional conditions.

We may deny refunds, credits, or promotional benefits where misuse, duplication, manipulation, abuse, or fraud is identified.

Consumer rights

Nothing in this Refund Policy excludes or limits any rights that cannot be excluded under applicable consumer protection law.

Where mandatory law grants you rights beyond this Refund Policy, those rights apply.

Changes to this Refund Policy

We may update this Refund Policy from time to time to reflect changes in our services, business operations, providers or partners, legal or regulatory requirements, or fraud, abuse, and security practices.

When we update this Refund Policy, we will revise the "Last updated" date at the top of the page.

Your continued use of the services after the updated Refund Policy becomes effective means you acknowledge the revised version, to the extent permitted by law.

Contact us

• Company: ZORAGRAD LTD
• Address: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
• Business telephone number: 020 8059 1042
• Email: support@zoragrad.com