Refund & Cancellation Policy
Clear, transparent policies regarding cancellations, technical carrier failure exceptions, and refunds for VRIL/eSIM connectivity services operated by VLABS, LLC.
- • Unactivated profile within 30 days of purchase.
- • QR code has not been scanned or installed on any device.
- • Zero data consumption (< 0.001 MB recorded on upstream network).
- • Verified upstream carrier network outage unresolved after 24h.
- • Profile successfully installed on a device or scanned.
- • Data has been consumed (> 0 MB on cellular gateway).
- • Locked or incompatible hardware (carrier SIM lock on phone).
- • Expired validity window or partial unused data balances.
01.Corporate Entity & Policy Overview
This Refund & Cancellation Policy is issued by VLABS, LLC, a Delaware Limited Liability Company ("Company," "VRIL/eSIM," "we," "us," or "our").
Because eSIM profiles represent cryptographic credentials provisioned across global wholesale telecommunications networks, carrier reservation fees are incurred immediately upon installation. This policy strikes an equitable balance between consumer protection and carrier clearinghouse constraints.
02.30-Day Pre-Activation Guarantee
You are entitled to a 100% money-back refund within 30 calendar days from the moment of purchase, provided that:
- The eSIM QR code / activation code has not been scanned or imported onto a device.
- The profile status remains "UNINSTALLED" or "PENDING" in our carrier SM-DP+ registry.
- Total network data consumption is 0 MB.
Once an unactivated refund is approved, the associated ICCID and cryptographic activation voucher are immediately revoked and rendered invalid.
03.Technical Carrier Failure Exception
If an activated eSIM profile fails to connect to the local partner cellular network despite correct APN configuration and roaming toggles, you must contact our 24/7 technical team at support@vsim.dev while located in the coverage jurisdiction.
If our Tier-1 engineering team confirms an upstream core network outage, profile provisioning error, or local operator routing failure that cannot be restored within 24 hours of notification, you will receive:
- A replacement eSIM profile on an alternate carrier path at zero charge, OR
- A 100% full refund to the original payment method, OR
- 100% store credit with a 20% bonus coupon for future travel.
04.Device Compatibility & Carrier Lock Exclusion
Customers are solely responsible for ensuring their device is eSIM capable and strictly carrier-unlocked prior to purchase.
Devices subsidized or network-locked by original mobile carriers (e.g. AT&T, Verizon, Docomo, Orange) will reject independent eSIM profiles at the hardware baseband level. If an activation profile is scanned on a carrier-locked device, the carrier clearinghouse permanently consumes the profile license; therefore, purchases attempted on carrier-locked devices are non-refundable once scanned.
05.Cryptocurrency & Web3 Payment Settlements
For transactions settled using cryptocurrency via CoinPayments (e.g. BTC, ETH, SOL, USDT, USDC):
- Approved refunds are credited primarily in USD Platform Balance, allowing instantaneous plan re-purchase without gas fees.
- If on-chain crypto return is explicitly requested, the refund will be executed in the original token equivalent minus real-time network mining/gas fees incurred during on-chain execution.
- VLABS, LLC is not liable for market price fluctuations or exchange rate variances between order execution and refund issuance.
06.How to Request a Refund
To submit a cancellation or refund request, email support@vsim.dev with the subject line "Refund Request: [Order ID]".
Include the following information in your request:
- Order ID or Whop/CoinPayments transaction hash.
- eSIM ICCID (displayed on your order confirmation and dashboard).
- Device make and model (e.g., iPhone 15 Pro, Samsung S24 Ultra).
- Detailed explanation of the issue with diagnostic screenshots if reporting network failure.
Our billing team reviews all requests within 24 business hours. Approved refunds are credited to original payment methods within 3–7 banking days.