Refund Policy

01General Refund Policy

KTRefill provides telecommunications and digital products that may be delivered or activated electronically and may become immediately usable after fulfillment.

Because of their nature, refunds are generally limited to transactions that were not successfully fulfilled, were duplicated, or where an error attributable to KTRefill or our fulfillment partners occurred.

Nothing in this Policy limits or excludes consumer rights or remedies that cannot legally be excluded.

02When You May Be Eligible for a Refund

You may be eligible where:

• Your order failed to deliver due to a technical, processing, fulfillment, or carrier issue attributable to KTRefill or our providers.
• You were charged but did not receive the product or service.
• You were charged more than once for the same transaction.
• The product was materially different from what you purchased due to a KTRefill error.
• An eSIM or digital product cannot be provided because of an issue attributable to KTRefill or the provider.
• A physical SIM was not delivered due to an issue attributable to KTRefill or our shipping process.

We may investigate the transaction and request supporting information before approving a refund.

03When a Refund Generally Will Not Be Available

A refund will generally not be available where:

• The product or service was successfully delivered or fulfilled as ordered.
• Incorrect phone number, carrier, country, product, denomination, recipient, or email information was entered.
• Airtime was successfully delivered to the supplied number.
• A gift card or digital code was delivered, revealed, redeemed, or activated.
• An eSIM was issued, installed, or activated, except where failure is attributable to KTRefill or law provides otherwise.
• Your device is incompatible or carrier-locked where an unlocked device was required.
• You failed to activate an eSIM within its validity period or altered it after installation.
• A physical SIM was shipped to an incorrect or incomplete address.
• You changed your mind after successful fulfillment where no legal cancellation right applies.

04eSIM Refunds

Before purchasing, customers must check that their device supports eSIM, is compatible and unlocked where required, and meets the product requirements.

Carrier or network provisioning delays do not automatically qualify for a refund. Contact KTRefill Support so we can verify the eSIM and investigate.

If an eSIM cannot be activated or used because of an error attributable to KTRefill or the provider, we may provide a replacement or refund where appropriate. Once activated or used, a refund may not be possible because the service may be considered consumed.

05Airtime Top-Up Refunds

Customers must confirm the recipient phone number, country, mobile carrier, product, and amount. Airtime successfully delivered to the supplied number generally cannot be reversed.

If a transaction fails or airtime is not received due to a technical, processing, carrier, or fulfillment issue attributable to KTRefill or our provider, we will investigate and may issue a replacement or refund.

06Digital Gift Card Refunds

Customers must select the correct brand, country or region, currency, denomination, and recipient information where applicable.

Gift cards and digital codes successfully delivered, revealed, redeemed, or activated are generally non-refundable. Issuing brands may impose geographic or account restrictions.

If a gift card is invalid, unusable, or materially different due to a KTRefill error, contact us for investigation.

07Physical SIM Refunds

You may be eligible for a refund or replacement where we cannot fulfill the order, the wrong SIM was supplied due to our error, the SIM arrives damaged or defective, or the SIM cannot be provided due to an issue attributable to KTRefill.

You may not be eligible where you supplied an incorrect address, the SIM was delivered as ordered, you changed your mind after dispatch where no legal cancellation right applies, or the issue is caused by a third party after successful delivery and activation.

08Duplicate Charges

If you believe you were charged more than once for the same order, contact us with the relevant transaction details. After verification, confirmed duplicate charges will be refunded where appropriate.

09How to Request a Refund

Contact support@ktrefill.com as soon as possible. We recommend submitting requests within 48 hours of the transaction.

Include:

1. Order ID or transaction reference.
2. Email address or phone number associated with the order.
3. Description of the problem.
4. Relevant screenshots, error messages, or supporting evidence.

Requests after 48 hours may still be reviewed where appropriate or required by law.

10Refund Investigation

To protect customers and prevent fraud, KTRefill may investigate requests before approval. We may request transaction details, screenshots, device information, or other evidence reasonably necessary to verify a claim.

False or misleading information may result in rejection and account suspension.

11Refund Processing

• Approved refunds generally return through the original payment method where possible.
• Processing times depend on the payment provider and financial institution.
• An approved refund may take several business days to appear.
• Where the original method is not reasonably possible, we may offer account credit, replacement, or another appropriate resolution subject to law.

KTRefill does not control third-party payment processing times.

12Fraudulent or Abusive Refund Claims

We may reject requests involving fraud, misrepresentation, unauthorized use of another person’s payment method, repeated abuse, deliberate misuse, or fraudulent chargeback activity. Accounts involved may be suspended or terminated.

13Consumer Rights

This Policy does not affect mandatory rights under consumer protection or other applicable laws. Where applicable law provides a right to a refund, replacement, cancellation, or other remedy that conflicts with this Policy, the applicable law will prevail.

14Contact Us

For refund requests or questions, contact:

Please include your order ID or transaction reference whenever possible.