Skylano legal document
Refund Policy
This Refund Policy applies to purchases of eSIM plans, virtual number services, and other digital connectivity products or services offered by Skylano and operated by HONG KONG YUANHUA NETWORK TECHNOLOGY CO., LIMITED.
Effective Date: [Effective Date]
This Refund Policy applies to purchases of eSIM plans, virtual number services, and other digital connectivity products or services offered by Skylano and operated by HONG KONG YUANHUA NETWORK TECHNOLOGY CO., LIMITED.
By purchasing or using the Services, you agree to this Refund Policy.
1. General Principle
Our products are digital services. Refunds are not automatically available once a product has been delivered, activated, installed, downloaded, bound to an account or device, used, or otherwise made available for use, except where required by law or expressly stated in this Refund Policy.
2. Eligible Refund Circumstances
Subject to verification, we may grant a full or partial refund where:
you were charged successfully but the order was not delivered to your account;
the eSIM could not be installed or activated solely due to a technical issue attributable to our systems and our support team could not resolve it within a reasonable time;
the purchased service materially differs from the product description shown at the time of purchase;
duplicate charges or duplicate purchases occurred due to a system or payment processing error;
the purchased plan was unusable due to a verified platform-side or provider-side fault and no replacement, correction, or workaround could be reasonably provided; or
a refund is required by applicable law.
3. Non-Refundable Circumstances
Unless required by applicable law, refunds will generally not be provided where:
the eSIM or service was successfully delivered, activated, installed, or used;
the device is incompatible, carrier-locked, region-restricted, or otherwise unsuitable;
the wrong destination, plan, validity period, or data amount was selected by the user;
the user changed their mind after purchase;
the user failed to review compatibility requirements, installation steps, or plan limitations before purchase;
the eSIM was deleted, damaged, or rendered unusable due to user action, device reset, operating system behavior, or incorrect installation;
service issues were caused by poor coverage, congestion, local restrictions, unsupported apps or platforms, force majeure, or user device settings;
a virtual number cannot be used for a particular platform, registration flow, verification process, or scenario because of third-party restrictions; or
we reasonably suspect fraud, abuse, misuse, chargeback abuse, sanctions issues, or a violation of our Terms of Service.
4. Partial Refunds and Alternatives
Where appropriate, we may offer a partial refund, service credit, replacement service, or another reasonable remedy instead of a full refund.
5. How to Request a Refund
To request a refund, contact [Customer Support Email] and provide, where applicable:
your account email address;
order number or transaction reference;
date of purchase;
purchased destination and plan;
a description of the issue;
screenshots or other evidence; and
any troubleshooting steps already taken.
6. Refund Request Deadline
Refund requests should be submitted as soon as reasonably possible and no later than [Refund Request Deadline], unless a longer period is required by applicable law.
7. Review and Investigation
We review refund requests case by case and may request additional information needed to investigate. Failure to provide reasonably requested information may result in rejection of the request.
8. Refund Method
Approved refunds will generally be issued to the original payment method, unless otherwise required by law or technically impracticable. In some cases, we may provide service credit, account credit, or a replacement service.
9. Processing Time
If approved, refunds are typically processed within [Refund Processing Time]. Actual timing depends on your payment provider, card issuer, bank, or payment method.
10. Chargebacks and Payment Disputes
If you initiate a chargeback or payment dispute without first giving us a reasonable opportunity to review and address the issue, we may suspend your account, restrict future purchases, challenge the chargeback, or deny further service to the extent permitted by law.
11. Promotions and Special Offers
Orders involving discounts, bonus data, credits, referral rewards, bundled offers, or limited-time campaigns may be subject to additional conditions. If a refund is granted, associated promotional benefits may be reduced, canceled, or reversed.
12. Abuse Prevention
We reserve the right to refuse any refund request where we reasonably believe the request is fraudulent, abusive, repetitive, manipulative, or inconsistent with normal consumer use.
13. Statutory Rights
Nothing in this Refund Policy excludes, restricts, or limits any mandatory rights or remedies available under applicable law. Where applicable law provides more favorable rights, those rights prevail.
14. Updates to This Policy
We may update this Refund Policy from time to time. The updated version becomes effective when posted or on the stated effective date.
15. Contact Us
Operator: HONG KONG YUANHUA NETWORK TECHNOLOGY CO., LIMITED
Registered Address: [Registered Address]
Customer Support Email: [Customer Support Email]
Privacy Email: [Privacy Email]
Legal Email: [Legal Email]
In the event of any inconsistency between language versions of this Refund Policy, the English version shall prevail.