Refund & Return Policy

1. Digital Products (eSIM)

Return Period

You have 30 days from the date of purchase to request a refund for digital eSIM products.

Eligibility for Refunds

• Eligible: eSIM that has NOT been installed on any device
• Not eligible: eSIM that has been installed or activated

How to Request a Refund (eSIM)

Option 1 - Account Dashboard (Recommended):

1. Log in to your Dapita account at dapita.travel/api/account
2. Navigate to "My Orders"
3. Select the order containing the eSIM
4. Click "Request Return" button
5. Confirm the eSIM has not been installed
6. Submit the request

Option 2 - Email Support:

Send an email to support@dapita.travel with:

• Order number
• Email address used for purchase
• Reason for refund request
• Written confirmation that eSIM has not been installed

Refund Processing (eSIM)

• Verification: We verify the eSIM has not been installed (24-48 business hours)
• Approval notification: Email confirmation sent once approved
• Refund timing: Processed within 5-10 business days after approval
• Refund method: 100% to original payment method via Stripe
• Bank posting: Additional 3-5 business days depending on your bank

No Refund Scenarios (eSIM)

• eSIM has been installed or activated on any device
• Request made after 30 days from purchase date
• Device incompatibility not verified before purchase
• Roaming restrictions in specific countries not checked before purchase
• User error (wrong country selected, incorrect device compatibility check, etc.)
• Network coverage issues in destination country (check coverage before purchase)

2. Physical Products (If Applicable)

Return Period

You have 30 days from the date of delivery to request a return for physical products.

Refund Amount

Eligibility for Returns

• Eligible: Unused items in original packaging with all tags and accessories
• Not eligible: Used, damaged, or incomplete items (unless defective)
• Defective items: Full refund including original shipping, return shipping costs covered by us

How to Request a Return (Physical Products)

Option 1 - Account Dashboard (Recommended):

1. Log in to your Dapita account
2. Navigate to "My Orders"
3. Select the order
4. Click "Request Return" button
5. Select reason for return
6. Receive return instructions (defective items receive prepaid label)

Option 2 - Email Support:

Send an email to support@dapita.travel with order details and reason for return.

Return Shipping

• Customer responsibility: You pay return shipping costs for non-defective items
• Defective items: We provide prepaid return label at no cost
• Recommendation: Use tracked shipping service and keep receipt
• Risk: Items lost or damaged in return transit are customer's responsibility unless defective

Refund Processing (Physical Products)

• Inspection: We inspect returned items within 3-5 business days of receipt
• Approval: Email confirmation sent once approved
• Refund timing: 5-10 business days after approval
• Refund method: Original payment method via Stripe
• Refund amount: Product cost only (original shipping non-refundable unless defective)

Exchanges

We do not offer direct exchanges. To exchange an item:

1. Return the original item for a refund
2. Place a new order for the desired item

3. Cancellations

Before Delivery (eSIM)

Contact support immediately at support@dapita.travel or +442045770719 if you need to cancel.

Important: eSIM delivery is instant. Once your order is processed and eSIM is delivered to your email/account, cancellation is not possible. You must follow the refund process for uninstalled eSIM.

Before Shipping (Physical Products)

Contact support before 2:00 PM GMT on business days to cancel orders that haven't shipped yet. Orders already shipped must follow the return process.

4. Damaged or Defective Products

If you receive a damaged or defective product:

• Report timeframe: Contact us within 7 days of delivery
• Evidence required: Provide clear photos of damage/defect
• Resolution: Replacement or full refund (including original shipping costs)
• Return shipping: We provide prepaid return label at no cost to you

eSIM Technical Issues

If your eSIM doesn't work due to technical issues on our end:

• Contact support immediately at support@dapita.travel
• We will troubleshoot the issue first
• If issue cannot be resolved and is our fault: full refund provided
• Not covered: Device incompatibility, user error, network coverage gaps (these are your responsibility to verify before purchase)

5. Non-Refundable Items & Situations

• Installed or activated eSIM profiles
• Gift cards or promotional codes (unless required by law)
• Items marked as "final sale" or "non-refundable" at time of purchase
• Refund requests made after 30-day window
• Original shipping costs on physical product returns (unless defective)

6. EU & UK Consumer Rights

Under EU Consumer Rights Directive 2011/83/EU and UK Consumer Rights Act 2015:

Digital Content (eSIM)

• You have the right to cancel digital content purchases within 14 days
• This right is lost once you begin downloading, installing, or using the digital content
• By purchasing and installing an eSIM, you expressly request immediate performance and acknowledge that you lose your right of withdrawal upon installation
• We extend this period to 30 days for uninstalled eSIM as a courtesy

Physical Products

• 14-day cooling-off period for distance sales (we offer 30 days)
• Right to return without giving reason (as long as unused and in original condition)
• Defective goods: entitled to repair, replacement, or refund

7. Refund Restrictions by Law

We cannot provide refunds in the following circumstances, as permitted by consumer protection laws:

• Digital content that has been downloaded, installed, or used (Article 16(m) Consumer Rights Directive)
• Sealed goods unsealed after delivery for hygiene or health protection reasons
• Goods made to customer specifications or clearly personalized
• Time-sensitive services where performance has begun with consumer consent

8. Contact & Support

For refund questions, return requests, or issues:

• Email: support@dapita.travel
• Phone: +442045770719
• Account Dashboard: dapita.travel/api/account
• Response time: 24-48 business hours
• Business hours: Monday-Friday, 9:00 AM - 5:00 PM GMT

9. Dispute Resolution

If you're not satisfied with our refund decision:

• Contact our support team to escalate the issue
• UK residents: You may refer unresolved disputes to alternative dispute resolution via the Online Dispute Resolution platform: ec.europa.eu/consumers/odr
• File a complaint with the UK ICO if you believe we violated consumer rights

10. Policy Updates

This refund policy may be updated to reflect operational changes or legal requirements. Changes will be posted on this page with the updated date.

Last updated: | Version 1.0