CONNECTION / ESSENTIALS
Refund and cancellation information
Digital eSIM fulfilment, activation and usage determine which resolution is available.
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Before live checkout
IncogSIM is operated by Anonysim Privacy Networks LLC. Exact cancellation windows, refund timing, refund currency and payment-network handling require commercial and legal approval before IncogSIM accepts money. Live checkout must remain disabled until those rules and the operational refund process have been tested.
Delivery failure
If a payment is confirmed but IncogSIM cannot accept or provision the purchased eSIM, the case must be resolved through replacement or an approved refund. A pending blockchain transaction, payment-provider status or wallet observation is not yet a confirmed payment.
Technical fault
If the supplied eSIM does not materially match the purchased plan or cannot provide the service because of a verified profile or provisioning fault, contact support before deleting the profile. Support may request device model, operating-system version, destination and the troubleshooting steps attempted. Do not send the activation code or complete private link in a message.
Change of mind and device compatibility
Digital fulfilment may begin shortly after payment and can limit cancellation after installation credentials are supplied. The exact customer consent and any applicable cancellation right must be shown before live payment. Device incompatibility, a locked phone, selecting the wrong destination or disregarding disclosed installation requirements are not treated as a provider fault, subject to mandatory law.
Request a review
Open support from the private order page so the request is connected to the correct order. Include a short description of the problem and what you have tried. A transaction ID can help locate a payment but is not proof that the requester owns the private order.
Contact supportMandatory rights
This information does not limit consumer rights that apply by law. Final live-sale wording must be approved for the countries in which IncogSIM offers the service.