Delivery, refunds and cancellation policy

SUMMARY

Mobimatter follows the policies of the operator whose product has been sold. The customer should be aware of and agree to the following before making a purchase:

Customer is eligible for Full or Partial Refund, as appropriate, if (1) the service does not work, or stops working, due to genuine product malfunction, network outage, or other technical faults in the product or the service, AND (2) no resolution has been provided for more than 12 hours of customer intimating Mobimatter about the problem by using the troubleshooting tool at (mobimatter.com/troubleshoot).

No Cancellations – No Refunds will be considered for the following cases, whether the product or service has been used or not

• Ineligible device: Customer device is not capable of using the service, either due to lack of the necessary hardware or software restrictions,
• Change of mind: Customer no longer wants or needs the product or the service,
• Incorrect setup: Customer didn’t / couldn’t follow the setup instructions and was unable to use the service as a result
• Customer Induced Damage: Whether willingly or by mistake, the customer has damaged / invalidated the product
• Failure to inform: Customer did not contact Mobimatter support and allow them to rectify the fault 
• Wrong purchase: Customer purchased a wrong product by mistake

The above conditions are in their most stringent form. In practice, many operators have more lenient policies. The customer is advised to contact Mobimatter support by using the troubleshooting tool at ( mobimatter.com/troubleshoot) but should be aware that Mobimatter may not be able to offer any solution for the cases listed above.

PAYMENTS

The Website may offer its users to pay for services provided by its partners using their credit / debit cards, digital wallets, and other payment methods. MobiMatter will only process the payment once it receives confirmation from the relevant partner system that the user’s order has been placed successfully.

The Website user will receive payment confirmation by email on the email address given at the time of order, through a notification sent in an app, or both. The confirmation will be sent by the Company after the payment has been processed as soon as practically possible.

DELIVERY AND SHIPMENT. 

Most of products sold on the Website (such as eSIM profiles, recharge top-ups, data and voice package add-ons, etc.) will be delivered instantly, with relevant information displayed on the screen and communicated to the user via e-mail. The partner service provider may separately intimate the Website user via its own systems (such as SMS message) regarding the successful purchase of its product.

In cases where physical shipment and delivery of the services is required (such as purchase of physical SIMs), the delivery will be performed either by MobiMatter or directly by the service provider. Wherever possible, the Website user will be kept informed of the shipment status via email and by phone. A Website user should contact our support team using the troubleshooting tool at mobimatter.com/troubleshoot if he has not received the shipment within the specified timeframe.

REFUNDS. 

Should the Company charge the user for a service that does not get delivered due to a technical or logistical problem arising from either the Company or its partner service providers’ systems, and the Company the company cannot rectify the issue within 12 hours of being intimated by the user, the Website user shall be entitled for full refund. 

The Company will, to the best of its abilities, track and identify such issues through its own systems and process the refunds automatically. However, it is ultimately the responsibility of the Website user to ensure to bring such cases to the attention of the Company by contacting our support team by using the troubleshooting tool at mobimatter.com/troubleshoot if the service does not get delivered or cannot be used as advertised.

Where the Website user has successfully purchased, activated and used a service offered by one of Company’s service provider partners but is dissatisfied with the quality and performance of the service, the user shall contact the service provider directly, unless specifically stated in the description of the service.

Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depending on the issuing bank of the credit card.

The maximum liability of the Company will be the amount paid for the products. The company will not be liable for any damages, third party costs, or opportunity costs that may be incurred as a result of service not being delivered or failing to work as advertised.  

CANCELLATIONS AND RETURNS. 

In case where the service has been successfully delivered to the Website user but not used, either due to the user no longer needing the service or the user being unable to use the service due to his own actions or omissions, or due to not having suitable hardware to use the service, the policies of the operator or service partner whose product was sold will prevail. 

The Website user should be aware that in cases of digital products (eSIM QR Code, recharge top-up, data or voice package add-ons, bill payments, etc.) are not eligible for cancellations or returns. The Company will attempt to mediate between the end user and the service provider but does not in any way guarantee that any refund will be possible, whether or not the service has been used or not. The Company may at its own discretion decide to partially or fully refund a user of the Website.