Refund Policy
Company: ONECONNECT LTD
Registration number: HE 457873
Jurisdiction: Cyprus
Registered office: 28 Oktovriou 243, Christiana Sea View Court, Floor 3, Flat/Office 301-302, 3035 Limassol, Cyprus
Last updated: 9 April 2026
1. Scope
This Refund Policy applies to purchases of OneSIM products and services made directly from ONECONNECT LTD, including prepaid plans, add-ons, and digital SIM/eSIM services, unless a separate enterprise or reseller agreement applies.
2. General Rule
Because OneSIM provides digital connectivity services that may be provisioned, downloaded, activated, or consumed immediately after purchase, refunds are limited once service delivery has started.
3. Cooling-Off Rights for Consumers
If you are a consumer located in a jurisdiction that grants a statutory cancellation or withdrawal right for distance contracts, that right will apply to the extent required by law.
However, when you request immediate activation, download, provisioning, or commencement of the Service during the cooling-off period, you expressly request immediate performance and acknowledge that your statutory withdrawal right may be lost, reduced, or no longer available once the Service has been fully performed, to the extent permitted by law. Where applicable law allows only a proportionate charge before full performance, we will apply the law accordingly.
4. Non-Refundable Situations
Unless required by law or expressly stated otherwise by us, we do not provide refunds for:
Activated, provisioned, downloaded, or used SIM/eSIM plans
Partially or fully consumed data, voice, SMS, or service allowances
Additional prepaid terms purchased once activation, provisioning, download, or use has started
Service issues caused by incompatible, locked, unsupported, damaged, or misconfigured devices
Coverage or performance limitations inherent to mobile network services
Suspension or termination due to breach of Terms, fraud concerns, abusive activity, sanctions/export-control compliance, or non-payment
Charges imposed by third-party banks, card issuers, payment providers, foreign exchange providers, or telecom partners
Promotional, referral, bonus, or courtesy credits
5. Refunds We May Approve
We may, at our discretion or where required by law, issue a full or partial refund in cases such as:
Duplicate charges
Proven billing errors attributable to us
Accidental multiple purchases reported promptly
Non-delivery of a Service where activation or provisioning never occurred due to our fault
Other circumstances where a refund is legally required
Refund requests should be submitted as soon as reasonably practicable and, in any event, within 90 days of the charge, unless a longer period is required by law.
6. Replacement Before Refund
Where appropriate, we may first attempt to resolve the issue by:
Reissuing an eSIM or activation code
Reprovisioning the Service
Changing the affected plan
Extending validity
Providing account credit
Applying another commercially reasonable correction
7. End of Prepaid Term and Additional Purchases
OneSIM Services are currently offered on a prepaid, one-time purchase basis.
Unless otherwise required by law or stated in a specific offer:
Services do not renew automatically
Continued service requires a new purchase at the then-current price
Each new purchase is treated as a separate transaction under this Policy
8. Chargebacks and Payment Disputes
If you believe a charge was incorrect, you agree to contact us first so we can investigate and attempt to resolve the issue.
Unjustified chargebacks or disputes may result in account suspension, service restriction, recovery action, and denial of future purchases.
9. Refund Method and Timing
Approved refunds are generally issued to the original payment method where possible.
Timing depends on banking systems, card issuers, payment processors, and other third parties.
If refunding to the original method is not possible, we may offer an alternative lawful method, store credit, or another reasonable solution.
10. How to Request a Refund
To request a refund, contact support@oneconnect.world and include:
Full name
Account email
Order number or transaction reference
Date of purchase
Description of the issue
Supporting evidence (e.g. screenshots)
We may request additional information where necessary.
We aim to acknowledge requests within 2 business days and provide a response within 5 business days, although complex cases may take longer.
11. Business Customers, Resellers, and Custom Contracts
Enterprise customers, distributors, resellers, or partners operating under separate agreements are subject to the terms of those agreements.
12. Changes to this Refund Policy
We may update this Refund Policy from time to time. The version in effect at the time of purchase will generally apply unless a change is required by law.
13. Contact
ONECONNECT LTD
28 Oktovriou 243
Christiana Sea View Court
Floor 3, Flat/Office 301-302
3035 Limassol
Cyprus
Email: support@oneconnect.world