Marino eSIM - Refund Policy
Effective Date: August 2, 2025
Reseller Notice
All eSIM plans sold via Marino eSIM are governed by the refund and usage terms of the respective eSIM provider. Marino eSIM facilitates the refund process but cannot guarantee refunds without the explicit approval of the provider.
Refund Eligibility
Refunds may be considered in the following cases, subject to provider approval:
- - There is a technical failure that prevents usage and cannot be resolved by provider support.
- - If the customer completed their purchase during an ongoing provider maintenance, resulting in no eSIM QR code being generated, they must notify us immediately. In such cases:
- The customer may opt to wait until the maintenance is over, at which point new eSIM details will be provided.
- If the customer prefers not to wait and requests a refund, the applicable transaction or gateway fees will be deducted from the refund, based on the payment method used.
Non-Refundable Cases
Refunds will generally not be approved if:
- - The eSIM was successfully activated, scanned, or installed.
- - The device is not eSIM-compatible or carrier-unlocked.
- - You selected the wrong region, plan, or validity.
- - Network or signal issues are caused by external factors (e.g. poor local coverage, firewall restrictions).
- - The eSIM was partially used or expired.
- - The eSIM was accidentally or intentionally deleted from the device after installation.
Processing Fee
All approved refunds are subject to a processing fee of USD $3.00, deducted from the total refund amount. This covers administrative, transaction, and provider coordination costs. This fee is non-refundable, even in the case of partial refunds.
Customer Responsibility
To ensure a smooth refund process, the customer must:
- - Submit their refund request within 7 days of purchase
- - Provide a valid order number, detailed issue description, and screenshots
- - Respond to Marino eSIM or the provider's follow-up inquiries within 24 hours of each request
⚠ Important:
If the customer fails to provide the requested information (such as screenshots, device info, or diagnostic data) within 24 hours, the refund request will be automatically closed and voided. This policy is enforced to meet the response time limits imposed by eSIM providers.
Bank Transfer and Transaction Fees
If a refund is approved and the customer chooses bank transfer as the refund method:
- - Marino eSIM supports the following banks: BPI, GCash, BDO, UnionBank, and ChinaBank.
- - If the customer's bank is different from those listed, the interbank transfer fees will be shouldered by the customer.
- - The transfer fee will be deducted from the final refund amount.
Refund Process & Timeline
- - Once your refund request is submitted and all required information is received, we will escalate the case to the respective provider.
- - If approved, refunds are issued to your original payment method within 5-10 business days, minus applicable fees.
- - If denied, we will relay the provider's reasoning.
Customer Conduct and Right to Refuse Support
We are committed to providing respectful and professional customer service. Marino eSIM reserves the right to refuse support, service, or refund processing to any customer who:
- - Uses foul, threatening, or abusive language
- - Displays hostile, harassing, or aggressive behavior toward our support team
- - Refuses to follow reasonable troubleshooting steps or cooperate in good faith
- - Attempts to abuse, manipulate, or exploit our support or refund process
Abusive or inappropriate behavior may lead to the immediate closure of support tickets or refund claims, regardless of eligibility status.
Right to Refuse Refund Requests
Marino eSIM reserves the right to decline refund requests that:
- - Fall outside the eligible time frame
- - Are unsupported by provider policy
- - Involve signs of fraud, abuse, or manipulation of the system
Need Assistance?
We recommend verifying eSIM compatibility and plan selection before purchasing. Marino eSIM is always here to help.