Refund Policy

Effective October 28, 2026. This policy applies to FreeSIM services that are actually available. Publication does not announce a service launch or establish that technical controls have passed verification.

1. Scope

This policy concerns purchased eSIM data plans supplied through FreeSIM by The EQ Company. It does not reduce mandatory consumer rights or remedies for faulty, undelivered or misdescribed services. Rights and applicable deadlines can differ by country.

2. Applicable refund rights

We provide refunds or other remedies where required by applicable law, where an order was charged but not supplied as agreed, where the service is faulty or materially misdescribed, or to correct a duplicate charge. We do not offer a separate discretionary return window merely because an otherwise working plan is unused. This does not limit any statutory cancellation or withdrawal right.

Starting or activating a plan does not automatically waive all consumer rights. Where a jurisdiction permits immediate supply to affect a withdrawal right, any required information, express request, consent and acknowledgment must be handled through a legally reviewed checkout process; a blanket clause is insufficient.

3. Faults and missing service

Contact support if an order was charged but not delivered, a compatible device cannot use the purchased plan after appropriate troubleshooting, or the plan materially differs from what was described. Provide the order reference, destination, device/OS and a short description. Do not provide full card details, passwords, verification codes or complete activation credentials.

We investigate delivery, plan status and usage with the relevant service providers. A missing acknowledgment or pending status is not proof that a second purchase is necessary. Available remedies may include correction, replacement, price reduction or a refund as required by law and the approved offer. Using part of a faulty service does not automatically extinguish mandatory remedies.

4. Other requests

For a functioning plan, change-of-mind requests are assessed under applicable law and the terms shown at purchase; no additional discretionary return offer is made. Device incompatibility, carrier locks or changes of travel plans do not remove rights the law gives you; they also do not create an unapproved unlimited refund promise.

MB earned through tasks have no cash purchase price and are not cash-refundable under the reward program. If an earned-data redemption fails, we investigate the order and any MB allocation and correct it where appropriate. Mixed paid/MB orders require reconciliation of both components; the same amount must not be refunded and restored twice.

5. Request and payment handling

Use FreeSIM Support or support@eq.company, with the account/order reference and reason for your request. We may perform proportionate ownership checks. We do not require account deletion to request a refund or withdrawal of a lawful payment dispute.

Monetary refunds require human approval and normally return through the original payment method where supported. We issue an approved refund within five business days, or sooner where required. This runs from approval, not from the first request; bank/payment-provider posting time is separate. Business days follow Pacific Time (America/Los_Angeles), Monday–Friday excluding observed U.S. federal holidays. We preserve your rights to seek assistance from the relevant payment provider, regulator or consumer authority. This is an issuance target, not a guarantee of bank posting or a waiver of an earlier legal deadline.

6. Contact

The EQ Company, 11949 Goshen Avenue, Los Angeles, CA 90049, USA. Support contact: support@eq.company.