Terms of Service

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: 13 March 2026

1. Scope

This Refund Policy applies to purchases of OneSIM products and services made directly from ONECONNECT LTD, including prepaid plans, subscription 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
Subscription renewals where cancellation was not made before the renewal date
Service issues caused by incompatible, locked, unsupported, damaged, or misconfigured devices
Coverage or performance limitations disclosed or reasonably inherent to mobile network services
Suspension or termination due to breach of our 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 giving rise to the claim, except where a longer period is required by applicable law.

6. Replacement Before Refund

Where appropriate, we may first attempt to remedy 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. Subscription Cancellations

You may cancel a subscription at any time through your account settings or by contacting support.

Unless otherwise required by law or expressly stated in a specific offer:

Cancellation stops future renewals only
Current billing periods are non-refundable once charged

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.

Initiating an unjustified chargeback or payment dispute 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 networks, card issuers, payment processors, and other third parties, and may vary.

Where a refund to the original payment method is not reasonably possible, we may offer an alternative lawful method, store credit, or another commercially reasonable solution where permitted.

10. How to Request a Refund

To request a refund, contact support@oneconnect.world and include:

Your full name
Account email
Order number or transaction reference
Date of purchase
A description of the issue
Any supporting screenshots or evidence

We may request additional information reasonably necessary to investigate the claim.

We aim to acknowledge refund requests within 2 business days and to provide a substantive response within 5 business days, though complex cases may require additional time.

11. Business Customers, Resellers, and Custom Contracts

Enterprise customers, distributors, resellers, or partners operating under separate written agreements are subject to the refund, credit, dispute, and termination provisions 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 to that purchase unless a change is required by law.