Please check your device and plan before purchasing.
OneSIM provides data-only eSIM plans. We do not offer voluntary change-of-mind refunds or cancellations once an eSIM or data top-up has been provisioned, or activation details have been issued. Leaving a plan unused does not, by itself, make it refundable.
This policy does not limit any cancellation, refund or other remedy required by applicable law.
Your order may begin processing automatically after successful payment. Provisioning means setting up and assigning your purchased eSIM or adding the purchased data plan to an eligible existing eSIM. This can happen before you install the eSIM or use any data.
We do not offer a voluntary 14-day cancellation period. Once provisioning has occurred or activation details have been issued, we do not offer voluntary cancellation, exchange or a change-of-mind refund.
If you notice an order mistake before provisioning, contact support promptly. We will check whether processing can still be stopped. Contacting support does not automatically pause or cancel an order. Any cancellation rights required by applicable law remain available.
Deleting an eSIM, removing it from your device, disabling mobile data or closing your account does not cancel the purchase or automatically create a refund.
Please confirm that:
OneSIM plans provide mobile data only. They do not include a new phone number, standard voice calls or SMS. You can continue using WhatsApp with the number already registered to your WhatsApp account.
Where the plan information supplied before purchase was accurate, choosing an incompatible device, an unsuitable destination or the wrong plan does not qualify for a voluntary refund after provisioning. Your statutory rights remain unaffected.
A provisioned eSIM or data top-up does not qualify for a voluntary refund solely because:
Subject to applicable law, remaining data expires according to the purchased plan’s stated validity conditions. Unused data is not automatically converted to cash, wallet credit, another plan or an extension.
Installation, usage or expiry does not remove any remedy you may have for non-delivery, a defective service or incorrect information supplied by OneSIM.
Contact us if you were charged twice for the same transaction, payment succeeded but your eSIM or top-up was not delivered, or the purchased service is not working as described.
Email esim@onetelecom.africa with:
Do not email your password, full payment-card details, card security code or one-time passwords. Avoid sharing your eSIM QR code or activation code publicly.
We may request reasonable troubleshooting information and review payment, delivery, installation and usage records. Depending on the issue and your applicable rights, the remedy may include resolving the fault, delivering or replacing the service, or providing a full or partial refund.
Please contact support before deleting an eSIM while troubleshooting, as deletion may make recovery more difficult.
Adding money to your OneSIM wallet is separate from purchasing an eSIM or data top-up. The restrictions on voluntary refunds for provisioned plans do not automatically apply to unused paid wallet funds.
Contact support about duplicate wallet charges, missing credits, incorrect funding or returning unused paid funds. We will review the original payment, available balance and transaction history, and explain the outcome in accordance with applicable law.
Promotional or bonus credit is distinct from money you paid and is subject to the terms of the relevant promotion and applicable law. Adding wallet funding to your cart does not mean payment has completed or your balance has been credited.
Where a refund is due, it will normally be returned to the original payment method. A purchase paid from your wallet will normally be credited back to that wallet, subject to any applicable right to a monetary refund. Mixed payments will be assessed against their original payment sources.
We will explain the refund amount, payment method and expected processing time. The time taken for funds to appear may depend on your bank or payment service.
We will not replace a monetary refund required by law with store credit without your agreement where that agreement is required.
Nothing in this policy excludes, restricts or waives rights or remedies that cannot lawfully be excluded. This includes any applicable statutory cancellation or cooling-off rights and remedies for non-delivery or defective service.
Where the law requires specific consent or acknowledgement before immediate service delivery affects a cancellation right, that requirement must be met. This policy alone does not establish that consent.
If this policy conflicts with applicable mandatory consumer law, that law takes precedence. Changes to this policy do not retrospectively remove rights or commitments that applied when you purchased.
For help with your purchase or a question about this policy, email esim@onetelecom.africa .
