Returns & Refund

Geokall Mobile™

Products: eSIMs, Smart SIM Cards, Airtime or Credit Amount, Global WiFi Roaming, Smartphones/Tablets & other Devices

Shipping Carrier & Delivery Time

– eSIMs.

No Physical Shipping

No physical shipping of eSIMs. We deliver the eSIM QR Code file or Activation Code file to your email box. Upon successfully placing an order for an eSIM, you will receive the eSIM QR Code or Activation Code delivered to your email box within 12 to 24 hours with instruction on how to install and activate your eSIM in your Smartphone or Device and subscribe for a Mobile plan (DATA, VOICE and SMS).

– Smart SIM Cards

Shipping Carrier & Delivery Time

We ship our physical Smart SIMs through:

(USPS or applicable jurisdiction Carrier) – United States Postal Service 

(FedEx or applicable jurisdiction Carrier) – Federal Express Courier Service

Others: We also partner and utilize third party domestic courier delivery firms in your country to deliver the product to you. However, we may not be able to provide shipping tracking info if we are using third party domestic courier to deliver to your address, however, we will provide you with constant update via email notifications on the status of your order and the estimated delivery time.

The following are estimated delivery times specifically for our Physical Smart SIM

* Standard Shipping (USA or applicable jurisdiction): 3-7days’ delivery

* International Standard Shipping: 7-12 days’ delivery

* Tax [Sales Tax or VAT] Rate is XYZ is only for orders with (US or applicable jurisdiction) billing address. International Orders with international billing address are exempted from Sales Tax.

* Indicated Shipping and Delivery time are estimates. Product/s may arrive earlier than estimated and product/s may have some delays in delivery due to circumstances beyond the control of the carrier firm such as natural disaster, government security agencies inspection delay, etc. We would let our subscribers, customers and members know if such delays occur.

Refund Policy

* Our Refund Policy is 30 days’ money back guarantee should you not be interested to use our products. This applies to both the (United States or applicable jurisdiction) and International customers. However, products must be returned in good shape as it was delivered.

Cancellations, Returns & Refunds Policy

Returns/Refunds Information:

All refunds are made in the same method of payment received when product was ordered. Payment made via credit card purchased will receive refund via the same credit card used to purchase the product initially. Payment made via digital currency e.g. bitcoin will be refunded in the same digital currency. We may mail you a check or may send you electronic funds via one of our electronic funds processing firms instead of refunding through credit card at our own discretion. For bank wire transfer, refund will be made using bank wire transfer and all bank wire fees will be at the expense of the party to which the refund is to be made. Bank wire refund charges are determined by the local bank from which the refund is to be made. We reserve the right to make refund to a customer by any of the following methods: credit card, digital currency, electronic funds transfer, check, western union or bank wire no matter the method the customer used to purchase the product or service. If we are to refund via bank wire transfer to a customer who is due a full refund, bank wire fees are to be our responsibility and not the passed to the customer. For check payment, refund will be made via a cashier’s check or official check. 

Cancellation/Return/Refund Policy

1. i) eSIMs:

If an eSIM QR Code is delivered to your email address box after your purchase/subscription and you did not install it into your Smartphone or Device or try to install it and could not. You may request for cancellation of your eSIM order as long as it is within 30 days from the date of delivery to your email address box after you made the purchase. You may return via email the eSIM QR Code or Activation Code file sent to you to us. However, you should first of all, send us an email with the email address below with the subject: ‘’Cancellation and Return of an eSIM QR Code or Activation Code ordered’’ with the body of the email containing your full name, address, phone number, email address and the information (on why you want to cancel your eSIM order and return to us) if applicable for the eSIM QR Code or Activation Code emailed to you:

supportesim@geokall.com

When we receive your Cancellation & Return Request, we will response to your email and check on our database to check and confirm your order details and to see if the return is within the Return & Refund timeframe. We will also want to know if your decision to cancel and return your eSIM order is as a result of technical challenges you are facing to install the eSIM, so we can have our tech team to see how further instructions could be provided for you to successfully install it or how you could successfully use it if it has to do with difficulties in using your eSIM.

We will also check in our database using the eSIM ICCID/IMSI to know if the eSIM has not been installed successfully in a Smartphone/Device by you. If it has not been successfully installed in a Smartphone or Device, we will know this in our database and will inform you accordingly. If it has not been installed successfully in your device, we will know and we will let you know. In this case, we will reply you to resend us the PDF file sent to you and we will send your refund request to our Accounts Payable Team to process your refund.

If it has been installed successfully in your device, we will also know and let you know. In this case, we will inform you and provide you with our Cancellation, Return and Refund Policies.

You may decide to cancel your order after 5 business days if your eSIM QR Code or Activation Code has not been emailed to your email address box. However, if your eSIM order is placed on back order after your order, we will let you know as well if you wish to wait or want to cancel the order.

Please, note that you will be refunded 100% of the amount you paid for the eSIM as long as the conditions for a cancellation, return and refund are fulfilled by you as explained above.

No Refund of money if you cancel your eSIM order after 30 days from the date of purchased of the eSIM. Also, note that refund is not applicable to customers who received the eSIM QR Code or Activation Code and successfully installed in their Smartphone or Device to receive their UK and/or US Phone number.

Refund of money takes 7-12 business days from the date the eSIM QR Code or Activation Code is received in good conditions as stated in this policy.

1. ii) Smart SIMs:

If you are not satisfied with Geokall Mobile™ Smart SIM Card purchased, you may request for cancellation of your Smart SIM Card order as long as it is within 30 days from the date of purchased and return the product in the right shape originally shipped to you. If you send the item back to us in the original box or container sent to you, Geokall Mobile™ will offer you a refund. Product to be returned must be in its original shape and package as the way it was received by you including manuals, documentation and registration information of the product. It is advisable to use a reliable courier company that you can keep track of the shipping until it is delivered at our address.

However, you should first of all, send us an email with the email address below with the subject: ‘’Cancellation and Return of Smart SIM Card ordered’’ with the body of the email containing your full name, address, phone number, email address and the information (on why you want to cancel your Smart SIM Card order and return to us)) if applicable for the Smart SIM Card shipped to you:

supportesim@geokall.com

When we receive your Cancellation & Return Request, we will response to your email and check on our database to check and confirm your order details and to see if the return is within the Return & Refund timeframe. We will also want to know if your decision to cancel and return your Smart SIM Card order is as a result of technical challenges you are facing to insert the Smart SIM, so we can have our tech team to see how further instructions could be provided for you to successfully insert it or how you could successfully use it if it has to do with difficulties in using your Smart SIM.

We will also check in our database using the Smart SIM ICCID/IMSI to know if the Smart SIM has not been inserted and used successfully in a Smartphone/Device by you. If it has not been successfully inserted and used in a Smartphone or Device, we will know this in our database and will inform you accordingly. If it has not been inserted and used successfully in your device, we will know and we will let you know. In this case, we will reply you to return to us the Smart SIM Card with the original package sent to you and we will send your refund request to our Accounts Payable Team to process your refund.

If it has been inserted and used successfully in your device, we will also know and let you know. In this case, we will inform you and provide you with our Cancellation, Return and Refund Policies.

You may decide to cancel your order after 7 business days for domestic/national shipment within the (US or applicable jurisdiction) or after 14 business days for international shipment after your order if your Smart SIM has not been delivered to your mailing/shipping address. However, if your Smart SIM Card order is placed on back order after your order, we will let you know as well if you wish to wait or want to cancel the order.

Please, note that you will be refunded 100% of the amount (less shipping and handling fee) you paid for the Smart SIM as long as the conditions for a cancellation, return and refund are fulfilled by you as explained above.

No Refund of money if you cancel your Smart SIM Card order after 30 days from the date of purchased of the Smart SIM Card. Also, note that refund is not applicable to customers who received the Smart SIM Card and successfully inserted and used in their Smartphone or Device to receive their UK and/or US Phone number.

Refund of money takes 7-12 business days from the date the Smart SIM Card is received at our mailing address n good conditions as stated in this policy.

iii) Airtime and/or Credit Amount:

If you are not satisfied with Geokall Mobile™ Airtime or Credit Amount purchased and/or top up to our eSIM or SIM account, you may request for cancellation of your order as long as it is within 30 days or not more than 30 days from the date of the Airtime and/or Credit Amount purchased and/or top up to our eSIM or SIM account. You may send us an email to: supportesim@geokall.com

Please, note that you will be refunded 100% of the amount you paid for the airtime. No Refund of money if you cancel your order after 30 days from the date of purchased of the Airtime and/or Credit Amount. No refund if you have used up to 5 cents of the airtime purchased for either the VOICE, SMS & DATA or DATA only SIM. If you have started using the Airtime or Credit Amount purchased and/or top up to your SIM account, there is no refund of such half or whole of the initial Airtime or Credit Amount added to your SIM account.

Refund of money takes 7-21 business days from the date the Airtime and/or Credit Amount is deducted you’re your eSIM or Smart SIM account.

 

iii) Global WiFi Roaming Plans

If you are not satisfied with Geokall Mobile™ Global WiFi Plan in partnership with any of our Global WiFi Network Providers, you may cancel your Global WiFi plan/subscription within 3 days of activation of the voucher promo code by letting us know so we could disable/cancel your account and refund would be made to you in full amount of the subscription fee paid. However, there would be no refund of the Global WiFi subscription fee paid after 3 days from the date of activation. Please, note that if you have started accessing the Global WiFi subscription, this could be detected in our Database/System and there will be no refund whatsoever if it has been accessed from anywhere in the world. To cancel your Global WiFi subscription/plan, please send us an email to: supportesim@geokall.com indicating the Voucher Promo Code sent to which you have redeemed as well as the email address used to logged in. You could also copy all returns/refunds requests to: Email: supportesim@geokall.com

 

Order Cancellation, Return & Refund Procedures:

1. i) Credit/Debit Cards would be refunded through Credit Cards
2. ii) Bank ACH/SEPA/EFT or Wire methods would be refunded using same method.

iii) Digital Currencies such as Bitcoin, Litecoin, etc. method would be refunded through digital currencies    

 

You should send all returns/refunds requests to: Email: supportesim@geokall.com

 

1. iv) Smartphones/Tablets & Other Devices

Resellers who are also selling devices should structure the cancellation, return and return policies for these devices according to their business selling model. Also, it is advisable Resellers contact the OEM of these devices on their cancellation, return and refund policies so they could draft/restructure their own devices cancellations, return and refund policy for their end-users/buyers/customers.