At a glance
| Situation | What you get |
|---|---|
| eSIM not installed, within 30 days of purchase | Full refund |
| Wrong plan bought, eSIM not installed yet | Full refund, or we switch you to the right plan |
| eSIM installed but never connected in China because of a problem on our side we can't fix | Full refund or a replacement eSIM |
| Service stopped working mid-plan because of a problem on our side we can't fix | Refund for the unused part, or a replacement |
| Data partly or fully used, or plan expired | No refund |
| eSIM installed on a locked or incompatible device | No refund |
| eSIM deleted from your device, or device lost or replaced | No refund (we'll help where we can) |
1. Unused eSIMs
If you haven't installed your eSIM, you can ask for a full refund within 30 days of purchase, for any reason. Once an eSIM is installed on a device, it is considered used.
2. Technical problems
If your eSIM is installed but doesn't work, contact us before you do anything else, and please don't delete the eSIM from your device. Most problems are fixed in minutes with a settings change. If the problem is on our side or our Network Partner's side and we can't fix it within a reasonable time, we'll give you a replacement eSIM or a refund. If part of your plan was already used, the refund covers the unused part.
3. When refunds aren't available
We can't offer refunds when:
- the data allowance has been partly or fully used, or the plan has expired;
- the eSIM was installed on a device that is carrier-locked or doesn't support eSIM;
- the eSIM was deleted from your device, or your device was lost, damaged or replaced;
- the problem was caused by your device settings or by turning off data roaming, and you didn't contact us so we could help;
- the plan was suspended for a breach of our Terms of Service.
4. How to ask for a refund
Email hello@baoesim.com from the address you used to order, with your order number and a short description of the issue. For technical problems, a screenshot of your mobile data settings helps us solve things faster. We reply within one business day.
5. How refunds are paid
Approved refunds go back to the payment method you used, in U.S. dollars. Depending on your bank, it can take 5 to 10 business days to appear. If your card was charged in another currency, the amount you get back may differ slightly because of exchange rates set by your bank.
6. Cancellations
baoesim plans are one-time purchases with no subscription or automatic renewal, so there's nothing to cancel. If you change your mind before installing your eSIM, ask for a refund under section 1.
7. EU and UK customers
If you live in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days. Because we deliver your eSIM immediately at your request, you agree that the right of withdrawal ends once you install the eSIM, as the service has then started. Until then, our 30-day refund for unused eSIMs applies, which is longer than the statutory period. Nothing in this policy affects your other statutory rights.
8. Chargebacks
If something isn't right, please contact us first so we can fix it or refund you. Opening a chargeback can take weeks to resolve, while we can usually help within a day.
9. Contact
Meridian Networks LLC
1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, United States
Email: hello@baoesim.com