Refund policy

1.What this policy covers

In this policy:

• Points are prepaid store credit you can use only for WanderSIM products. 1 Point equals EUR 1.
• Balance is the number of Points you have available.
• Top-Up means buying Points by card. Paid Points are Points you bought through a Top-Up. Bonus Points are Points we add to your Balance without a Top-Up, for example a welcome credit when you register.
• Plan means a travel eSIM plan you buy from us. eSIM means the digital SIM profile that comes with it.
• Delivery means the moment your eSIM QR code or activation details become available to you (in your account or in our email, whichever is first).
• Consumer means an individual who buys for purposes that are mostly outside their trade, business or profession.

2.Your legal right to withdraw (EU/EEA, including Poland)

If you are a consumer in the EU or EEA, you have the right to withdraw from a distance contract within 14 days without giving a reason. For the contracts on this website, the 14 days start on the day the contract is made, that is, the day you place the order. Sections 3 and 4 explain how this right works for Top-Ups and for eSIM Plans.

How to withdraw. Tell us clearly that you want to withdraw. You can:

• email [Support email]; or
• write to [Withdrawal form address]; or
• use the model form at the end of this page (you do not have to).

You can also withdraw online: use our Withdraw from a contract page — sign in to see your orders from the last 14 days, or enter your order number and email address.

Include your name, the email address of your WanderSIM account and the order number. You only have to send your notice before the 14 days end; we do not need to have replied by then.

We will confirm in writing (by email) that we have received your notice.

3.Top-Ups

You can withdraw from a Top-Up within 14 days of making it (section 2).

• We refund the part of the Top-Up that you have not spent, to the card you paid with.
• Points you have already spent on eSIM Plans are not refunded under this section. Those orders follow sections 4 and 5.
• We do not charge a fee for this.

Example (numbers for illustration only): you add 30 Points and spend 10 Points on a Plan. Within 14 days you withdraw from the Top-Up. You get back the share of the amount you paid that matches the 20 unspent Points.

After the 14 days, you can still ask for your unspent Points back under section 6.

4.eSIM Plans (digital content and service)

An eSIM Plan is delivered electronically. It includes a digital eSIM profile (the QR code) and a mobile data package that works through our network partners. Because of this, we treat it as digital content and/or a service.

Before you order. At checkout, before you pay, you will see a separate box to tick. In it you ask us to deliver your eSIM immediately, and you acknowledge that once the eSIM has been delivered to you, you lose your right to withdraw from that contract. You cannot place the order without ticking it. We send you the same text in your order confirmation email.

After Delivery. Once your eSIM has been delivered to you, you can no longer withdraw from that order under section 2. This does not affect your rights if the eSIM is not delivered, is faulty or does not match the description (section 5).

Before Delivery. If your eSIM has not been delivered yet, you can still withdraw from the order within 14 days. We then return the Points you spent (see section 7).

5.eSIM not delivered, not working or not as described

If your eSIM is not delivered, does not work, or is not what we described, you have legal rights to have the problem put right, and we do not exclude them. Contact us at [Support email] with your order number, your device model and what happens.

• First we try to fix it, for example by checking the order with our provider or giving you a replacement eSIM.
• If that does not solve the problem within a reasonable time, or the fault is serious, you can ask for a price reduction or to end the contract and get a refund. We refund the Points you spent (section 7).
• We answer your request within 14 days.

Some problems may come from your device (for example, it is locked to one carrier or does not support eSIM) or from local rules where you travel. These may not be a fault of the eSIM itself. We still look at each case, and your legal rights stay in place.

6.Getting your unspent Points back

You can ask us at any time to refund your unspent Paid Points.

• How: email [Support email] from the address of your WanderSIM account and say how many Points you want back (or “all”).
• Where the money goes: back to the card you paid with. This can only be done up to the amount you paid for those Points, in the currency you paid in (see section 7).
• Checks: we may ask you to confirm who you are before we refund. This protects you and us against fraud and lets us meet our legal obligations.
• When: within 14 days after we have received your request and anything we asked you for to verify it.
• Cost: we do not charge a fee. Your bank or card provider may apply its own charges or exchange rates, which we do not control.

Bonus Points are not refundable and cannot be exchanged for cash, transferred or sold. They do not expire, and you can spend them on Plans like other Points. When we work out how many Paid Points you can get back, we treat the Points you have spent as Bonus Points first. This does not limit any right you have under mandatory law.

If you plan to delete your account, ask for the refund first. Deleting an account does not by itself return your Points.

7.How refunds are paid

• Same method. We refund using the payment method you used. For a Top-Up that is your card. For an order paid with Points, the Points go back to your Balance.
• No other method without your agreement. We refund to a different method, or to your Balance instead of to your card, only if you clearly agree to it.
• Time. We refund within 14 days of getting your notice of withdrawal (section 2) or of agreeing your request (sections 5 and 6). After that, your bank or card provider may need more time before the money shows on your statement.
• Currency. We refund in the same currency you paid in. If you paid in a currency other than euros, the refund is the same share of the amount you paid as the Points you get back are of the Points that payment bought. Any exchange-rate difference or fee charged by your bank is not ours to compensate.
• If your card no longer works. If the card has expired or been closed, tell us. Card refunds usually still reach the cardholder through the card provider. If this fails, we agree another way with you at no cost to you.

8.Disputes with your bank (chargebacks)

If something went wrong, please contact us first at [Support email]. We can usually solve it faster than a bank dispute. Contacting us does not take away your right to dispute a payment with your bank. If we have already refunded you, we will tell your bank.

9.Business customers

Sections 2 to 4 (the legal right to withdraw) are for consumers. If you buy for your business, you do not have that right. Sections 5 to 7 apply to all customers.

10.Complaints and out-of-court dispute resolution

Write to [Support email] with the subject “Complaint”. We reply within 14 days.

If we cannot agree, you may be able to use an out-of-court dispute resolution body for consumers: [ADR body name and URL — or a statement that we do not take part].

You may also go to the courts. If you are a consumer, you can bring a claim in the courts of the country where you live, as the law allows.

11.Date and version

This is version [Version], effective from [Effective date]. A new version applies to orders placed after it takes effect. Orders placed before keep the version that applied when you ordered.

Seller: MIREVANTO Sp. z o. o., ul. Grochowska 207, 04-077 Warszawa, Poland. Registered in [Registry court], KRS 0001274284, NIP [NIP], REGON [REGON], EU VAT [EU VAT number]. Email [Support email] · Phone [Support phone] · Hours [Support hours].

Model withdrawal form (complete and return this form only if you want to withdraw from the contract)

To: MIREVANTO Sp. z o. o., [Withdrawal form address], [Support email]
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service / digital content (*):
Order number and date of order:
Name ul. Grochowska 207, 04-077 Warszawa, Poland
Address ul. Grochowska 207, 04-077 Warszawa, Poland
Signature of consumer(s) (only if this form is sent on paper):
Date:
(*) Delete as appropriate.