Refund Policy

Effective date: October 19, 2026

Seller: SE Efanov A. (ԵՖԱՆՈՎ ԱՆԴՐԵՅ ԱՆԴՐԵՅԻ), individual entrepreneur (Ա/Ձ), Yerevan, Republic of Armenia. TIN 20441733, state registration No. 286.1618652.

Information and technology partner: Qat Bilişim ve Yazılım Teknolojileri Ltd. Şti., Ankara, Türkiye.

Requests: esim@raqoon.app

1. Refunds before eSIM activation

Raqoon eSIM plans and top-ups are prepaid digital telecommunications products. You may request a refund while your eSIM has not been activated. For this policy, activation means the first time the eSIM connects to a network. Delivery of the QR code or activation details and installation of the profile do not by themselves end your right to a refund before activation. The validity period starts when the plan is activated. Refund eligibility is defined separately by this policy.

2. Electronic delivery and activation checks

Before proceeding to payment, we ask you to accept the Terms and Refund Policy and to request electronic delivery to begin immediately after successful payment. When reviewing a refund, we use available order and technical fulfilment information to check the first network connection of the eSIM. Requesting immediate electronic delivery does not remove the pre-activation refund offered by this policy.

3. Refunds after activation

After the eSIM first connects to a network, the plan counts as used and voluntary refunds are no longer available, including for an unused, partly used or unwanted allowance. This restriction does not remove non-waivable rights under applicable law, including remedies for a fault in the supplied digital product.

4. Changed plans and purchase mistakes

Before activation, you may request a refund if your itinerary changes, your purchase was accidental or duplicated, you selected the wrong plan, or your device turns out to be incompatible. You do not need to establish a technical fault for such a refund. After activation, these circumstances alone do not qualify for a voluntary refund; mandatory statutory rights remain.

5. Technical issues and statutory rights

If activation details were not delivered or you have a technical issue, contact support. Before activation, you may request a refund under section 1 whether or not there is a fault. After activation, the seller reviews technical claims and provides remedies required by applicable law. Where lawful and appropriate, the seller may first offer to correct or replace the profile together with E7 Access. This does not limit your right to a refund when required by law. The seller may reject a fraudulent request or a request for a duplicate refund for the same order.

6. How to request a refund

For a refund before activation, email esim@raqoon.app from your order email address, include your order number and say that you want a refund for an unactivated eSIM. Technical details and screenshots are not required for an ordinary pre-activation request. If you are reporting a technical issue, describe the error, device model, operating-system version and time of the issue; we may request relevant details or screenshots if needed. Do not send passport copies, full card data or bank statements. This request process does not limit any non-waivable statutory right.

7. Payment, disputes and fraud controls

A refund under this policy or applicable law is returned to the original payment method where technically possible and within the period required by applicable law and payment-provider rules. No cash or third-party payment is made unless mandatory law requires it. Contact us before opening a payment dispute so we can investigate; this does not limit your right to contact your payment provider. The seller may provide available order and technical fulfilment records to the provider in response to a chargeback.