BROOKBURN INTERNATIONAL LTD
Company Registration Number: 14153895
Registered Address: 35 Firs Avenue, London, England, N11 3NE
At BROOKBURN INTERNATIONAL LTD (“we,
” “our,
” “us,
” or “the Company”), we
aim to provide top-quality eSIM and related digital services (together, the
“Services”) via our website travelsim.live, our applications, and other platforms
(together, the “Platform”).
This Refund Policy explains when refunds, replacements, or cancellations may
apply for purchases made through the Platform. By purchasing or using our
Services, you agree to this Refund Policy, our Terms of Service, Privacy Policy,
Cookies Policy, and Disclosure Statement. If you do not agree, please do not use
the Services.
1. Scope of This Refund Policy
This Refund Policy covers all eSIM and Service purchases on the Platform. It sets
out eligibility criteria, procedures, and limitations for refunds, in accordance with
consumer laws of England and Wales and reflecting the digital nature of the
Services.
2. General Refund Policy
Due to the digital and intangible nature of eSIM products, all sales are generally
final. Refunds, exchanges, or cancellations are only available in the limited cases
listed below.
Once an eSIM is delivered and/or activated, it cannot be returned, reused, or
re-issued. Please review all details (data allowance, validity period, coverage
area, and device compatibility) before purchase.
3. Eligibility for Refunds
Refunds considered in limited cases:
3.1 Defective or Non-Functional eSIM
If the eSIM fails to activate or function due to our fault (e.g., invalid QR code or
activation failure caused by our system), you may request a refund or
replacement. To qualify:
1. Contact our support team within seven (7) calendar days of purchase.
2. Provide details and evidence (e.g., error messages, screenshots, device
details).
3. The issue must not result from user error such as device incompatibility,
improper setup, or external network issues.
3.2 Legal Requirements
We honour refunds as required by law, including the UK Consumer Rights Act
2015. For example, if a Service is not as described or unfit for purpose, you may
be entitled to a refund after verification.
3.3 Non-Delivery of eSIM
If you do not receive an activation or QR code within a reasonable time (typically
24 hours) due to our error, you may request a refund or resend.
3.4 Exceptional Circumstances
In rare cases, we may grant refunds at our discretion for special situations such
as technical failures during checkout or duplicate charges. These are handled on
a case-by-case basis.
Rarely, refunds at our discretion for exceptional things like purchase tech errors,
wrong charges. Case-by-case.
4. Non-Eligible Circumstances
Refunds are not available for:
1. Change of Mind: Deciding not to use the Service after purchase.
2. Device Incompatibility: Your device is locked or not compatible with eSIM.
Please verify compatibility before purchase.
3. User Error: Failure to activate due to incorrect installation or non-compliance
with instructions.
4. Network Issues: Connectivity problems caused by external operators,
coverage limitations, or roaming restrictions.
5. Partial Usage: Once an eSIM has been activated, even partially, no refunds
apply.
6. Expired Validity: Refunds are not granted after the validity period expires.
5. Refund Process
To request a refund:
1. Contact Customer Support: support@travelsim.live within seven (7) days of
purchase (or as required by law).
2. Provide Details: Order number, issue description, and evidence (e.g., error
screenshots or activation attempts).
3. Verification: We will review eligibility and may contact third-party providers to
verify the issue.
4. Resolution: If approved, a refund will be issued to the original payment
method within fourteen (14) days, or a replacement eSIM will be provided.
We strive to respond within 48 hours; complex cases may take longer, and we
will keep you informed.
6. Payment Reversals and Chargebacks
Submitting a chargeback without first contacting us may lead to temporary
suspension or termination of your account. Please contact
support@travelsim.live first for faster and fairer resolution.
7. Third-Party Network Operators
eSIMs use external carriers for connection. Coverage, speeds, interrupts outside
control; no refunds unless our direct error. Review plan coverage/terms pre-buy.
8. Consumer Rights
This Refund Policy doesn't impact statutory rights under consumer laws like UK
Consumer Rights Act 2015. UK/EU consumers may have extra like
faulty/misdescribed refunds. For info, contact UK Citizens Advice or local
equivalent.
9. Changes to This Refund Policy
We might update for Services, practices, and legal. Updated posts on Platform
with new "Last Updated"
. Continued use post-changes means acceptance. Check
regularly.
10. Contact Us
For questions, issues, refund requests on this Refund Policy, contact:
BROOKBURN INTERNATIONAL LTD
35 Firs Avenue, London, England, N11 3NE
Email: support@travelsim.live
Phone: See travelsim.live for help.
Respond in 48 hours. If unhappy, contact UK ICO at www.ico.org.uk or local
consumer authority.
11. Governing Law
This Refund Policy follows England and Wales laws. Disputes under exclusive
England and Wales courts.
Buying/using Services confirms reading, understanding, agreeing to this Refund
Policy fully.