Refund policy

REFUND / CANCELLATION / MODIFICATION POLICY

Customer has the right to ask for a refund in the following cases.

-The eSIM QR code cannot be scanned and/or installed

-The eSIM cannot connect to network due to a technical issue with the local network

-The eSIM cannot provide Data service according to the customer plan

-A refund will be issued ONLY after at least 48 hours, where:

1.Within the 48 hours, the customer contacted ROKURO TELECOM by email (info@rokurotel.com) and reported the issue.

2.A reference to the eSIM account (eSIM code, order ID, or personal information) should be mentioned.

3.ROKURO TELECOM had the necessary time to check, investigate and find a solution for the customer within this period

4.ROKURO TELECOM did not find a proper solution for the customer to use the service, then a refund / partial refund will be issued upon ROKURO TELECOM decision

❗A refund will NOT be issued in case of:

-The issue is due to lack of coverage where the customer is located

-The customer deleted his eSIM line from his device

-The customer switched to a new device and needed a new eSIM QR code (a new order needs to be made)

-The customer did not reply to ROKURO Technical team during issue investigation / did not report the issue in a timely manner