This policy explains when you can get a refund, replacement, or top-up for an Onda eSIM plan. It sits alongside, and does not limit, your rights under the Australian Consumer Law (ACL) — see “Your consumer guarantees” below.
1. Your consumer guarantees
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have services re-performed or a refund for a failure that does not amount to a major failure. Nothing in this policy excludes, restricts, or modifies those guarantees.
2. When you’re entitled to a refund
You’re entitled to a full or partial refund where:
- Your eSIM fails to install or activate due to a fault on our side or our network partner’s side.
- The plan’s actual coverage, network, or data allowance materially doesn’t match what was described at purchase.
- You purchased the wrong plan by mistake and it has not yet been installed or used.
3. When a refund typically doesn’t apply
Because eSIM plans are digital products delivered and installable instantly, we generally can’t offer a change-of-mind refund once a plan has been installed and its data allowance has started being used — except where the Australian Consumer Law requires otherwise, or the fault sits with us. Data used because a device wasn’t eSIM-compatible, was locked to another carrier, or had data roaming disabled isn’t a fault of the eSIM itself, though we’re still happy to help you troubleshoot.
4. Top-ups instead of a refund
If your plan ran out faster than expected due to a data-counting error on our end, we’ll typically offer a top-up or credit covering the shortfall as a first step, with a cash refund available if you’d prefer it.
5. How to request a refund
Email hello@ondaesim.com with your order number and what went wrong. We aim to respond within one business day and resolve most requests within five.
6. How refunds are paid
Approved refunds are returned to your original payment method, in AUD, generally within 5–10 business days depending on your bank or card provider.