Refund Policy

UK Consumer Rights

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your purchase within 14 days of purchase. However, for digital content (including eSIMs):

• If the eSIM has been installed, you waive your right to cancellation as the service has been fully performed with your consent.
• If the eSIM has not been installed, you retain your 14-day cancellation right.

1. Change of Mind / Cooling-Off Period

Eligibility

You may request a full refund for a change of mind if the following condition is met:

• The eSIM has not been installed on any device

Process

1. Contact our support team at support@getlumbus.com
2. Include your order ID and reason for refund
3. Our team will verify the eSIM has not been installed
4. If eligible, refund will be processed within 7-14 business days to your original payment method

2. Device Incompatibility or Carrier Lock

Eligibility

You may request a refund if your device is incompatible or carrier-locked, provided:

• You have not installed the eSIM or used the installation details
• You can provide proof of incompatibility or carrier lock (e.g., screenshot showing error message, carrier confirmation)

Required Documentation

• Screenshot of the error message when attempting to install eSIM
• Device model and operating system version
• Proof from your carrier that your device is locked (if applicable)

3. Technical Issues or Service Failure

When We Will Refund

You are eligible for a full refund if:

• eSIM fails to activate due to an error on our part or our eSIM provider
• No network connectivity despite following activation instructions correctly
• Persistent technical issues that prevent normal use of the service
• Incorrect eSIM delivered (wrong region or data amount)
• Service significantly different from what was advertised

Process

1. Contact our 24/7 support team immediately at support@getlumbus.com
2. Provide your order ID and detailed description of the issue
3. Our team will troubleshoot the problem and attempt to resolve it
4. If the issue cannot be resolved, we will offer:
   • Full refund, or
   • Replacement eSIM at no cost, or
   • Store credit for future purchases

4. Network Coverage Issues

Not Eligible for Refund

Refunds are NOT available for:

• Poor or weak signal in specific locations (network coverage varies)
• Slower speeds than expected (speeds vary by location and network congestion)
• Temporary network outages by the local carrier
• Rural or remote areas with limited coverage

When We May Offer Compensation

If you experience complete lack of service in an area advertised as covered, contact us immediately. We will:

• Verify with our network provider
• Check if there's a known outage or issue
• Offer store credit or full refund if the issue is on our provider's end

5. Partial Refunds

In certain circumstances, we may offer a partial refund based on:

• Data used: If you've consumed some data before the issue occurred
• Time elapsed: If the plan was active for several days before the problem
• Service quality: If service was intermittent rather than completely unavailable

Calculation Example

6. Refund Processing

Timeline

• Approval: Refund requests are reviewed within 2-3 business days
• Processing: Approved refunds are processed within 7-14 business days
• Bank processing: Your bank may take an additional 3-5 business days to credit your account

Refund Method

Refunds are issued to the original payment method used for purchase:

• Credit/debit card: Refunded to the same card
• Apple Pay/Google Pay: Refunded to the linked card
• Alternative methods may be available in specific cases (e.g., store credit)

Confirmation

You will receive an email confirmation once your refund has been processed, including:

• Refund amount
• Transaction ID
• Expected timeline for funds to appear in your account

7. Non-Refundable Situations

Refunds will NOT be granted in the following circumstances:

8. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Support: Email us at support@getlumbus.com
2. Subject Line: Include "Refund Request - [Order ID]"
3. Provide Details:
   • Order ID (found in your confirmation email)
   • Email address used for purchase
   • Reason for refund request
   • Supporting evidence (screenshots, error messages, etc.)
4. Wait for Response: Our team will review and respond within 2-3 business days
5. Follow Instructions: We may need additional information to process your refund

9. Disputes and Complaints

If you are not satisfied with the outcome of your refund request:

1. Request escalation to a senior manager via support@getlumbus.com
2. Allow 5-7 business days for a thorough review
3. If still unresolved, you may contact alternative dispute resolution services

UK Consumer Rights

If you believe your consumer rights have been violated, you can contact:

10. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Last Modified" date. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.