Effective date: October 19, 2026
Seller: SE Efanov A. (ԵՖԱՆՈՎ ԱՆԴՐԵՅ ԱՆԴՐԵՅԻ), individual entrepreneur (Ա/Ձ), Yerevan, Republic of Armenia. TIN 20441733, state registration No. 286.1618652.
Information and technology partner: Qat Bilişim ve Yazılım Teknolojileri Ltd. Şti., Ankara, Türkiye.
Requests: esim@raqoon.app
1. Refunds before eSIM activation
Raqoon eSIM plans and top-ups are prepaid digital telecommunications products. Until the eSIM is installed on the phone, you can cancel the purchase and receive a refund of the full price. For this policy, installation (activation) means the eSIM profile has been added to the device. Delivery of the QR code or activation details does not by itself end the right to a full refund, as long as the profile has not been installed on the phone. The validity period starts when the plan is activated. After the eSIM is installed on the phone, a refund is not available.
2. Electronic delivery and activation checks
Before proceeding to payment, we ask you to accept the Terms and Refund Policy and to request electronic delivery to begin immediately after successful payment. When reviewing a refund, we use available order and technical fulfilment information to check whether the eSIM profile has been installed on a device. Requesting immediate electronic delivery does not remove the full refund available under this policy before the profile is installed on the phone.
3. Refunds after activation
Once the eSIM is installed on the phone, the digital service counts as supplied. A refund is not available, including for an unused, partly used or unwanted allowance, or because travel plans changed. Exchange for another plan, data allowance or destination is not offered. This restriction does not remove non-waivable rights under applicable law, including remedies for a fault in the supplied digital product.
4. Changed plans and purchase mistakes
Before the eSIM is installed on the phone, you may request a refund of the full price if your itinerary changes, your purchase was accidental or duplicated, you selected the wrong plan, or your device turns out to be incompatible. You do not need to establish a technical fault for such a refund. After installation, these circumstances do not qualify for a refund or an exchange; mandatory statutory rights remain.
5. Technical issues and statutory rights
If activation details were not delivered or you have a technical issue before installation, contact support. Before installation, you may request a full refund under section 1 whether or not there is a fault. After installation, a refund and an exchange are not available. Where a technical failure of the supplied profile is confirmed and cannot be fixed by settings, the seller may offer a replacement profile together with E7 Access. Replacement at the buyer’s request, and exchange for a different plan, are not offered. This does not limit a remedy required by law. The seller may reject a fraudulent request or a request for a duplicate refund for the same order.
6. How to request a refund
For a refund before the eSIM is installed on the phone, email esim@raqoon.app from your order email address, include your order number and say that you want a full refund for an eSIM that has not been installed on a phone. Technical details and screenshots are not required for an ordinary request before installation. If you are reporting a technical issue, describe the error, device model, operating-system version and time of the issue; we may request relevant details or screenshots if needed. Do not send passport copies, full card data or bank statements. This request process does not limit any non-waivable statutory right.
7. Payment, disputes and fraud controls
A refund under this policy or applicable law is returned to the original payment method where technically possible and within the period required by applicable law and payment-provider rules. No cash or third-party payment is made unless mandatory law requires it. Contact us before opening a payment dispute so we can investigate; this does not limit your right to contact your payment provider. The seller may provide available order and technical fulfilment records to the provider in response to a chargeback.