Refund Policy
All refund requests should be made within 30 days from the date of purchase - requests made after this time period will not be considered.
1. Full Refund (Not Installed or Not Activated)
If the customer has not installed the eSIM, or has not activated the plan, the plan is fully refundable.
2. If the Plan Has Been Activated
If the customer has already activated the plan, the plan will be considered as used and we cannot guarantee a full refund. In these cases, a partial refund for unused data may be possible, only if:
- the data usage is not significant enough to preclude the possibility of service quality issues, AND
- it can be verified that there was a network or technical failure that prevented CloudOn from providing the service to the customer.
3. Single-Use eSIM Removal
For single-use eSIM (as indicated in the installation instruction), if the eSIM is removed from the customer's phone prior to the refund request, we cannot provide a refund or reassign a new eSIM.
4. Discount Codes
If the customer has used a discount code to purchase the plan, the purchase is considered non-refundable once the plan is installed or activated.
5. Plan Exceptions
DTAC Plan (Thailand 50GB, 10 Days) and Unlimited Plans do not follow the above refund policy. Please check the specific refund policy from the product page "Plan details".
6. How to Request a Refund
Please contact customer service via our website chat or in-app chat on the iOS or Android app.