Refund Policy - Friensy Mobile

1. Introduction

At Friensy Mobile, we are committed to customer satisfaction and stand behind the quality of our tourist SIM cards and eSIM services. This Refund Policy outlines the circumstances under which refunds are available, the refund process, and important conditions and limitations.

This Refund Policy is part of and subject to our Terms and Conditions. By purchasing our products or services, you agree to this Refund Policy.

2. Company Information

Business Name: Friensy Mobile
Registration Number: 12972027
Address: Apt. 410 63 Nickolas Close, Lake Rowenamouth, TAS 2367, Oman
Email: support@friensy-mobile.com
Phone: +963433223041
Support Hours: 24/7

3. General Refund Eligibility

Refunds are available under specific circumstances depending on the product type and activation status. The following general principles apply:

Refund requests must be submitted through official channels (email or phone)
Refunds are processed to the original payment method
Processing time is 5-10 business days after approval
Proof of purchase is required for all refund requests
Customer information must match purchase records

4. eSIM Refund Policy

4.1 Eligible for Full Refund

✓ eSIM purchases are eligible for a full refund if:

The refund is requested within 24 hours of purchase
The eSIM has NOT been activated or installed
The QR code has NOT been scanned
No data connection has been established

4.2 Not Eligible for Refund

✗ eSIM purchases are NOT eligible for refund if:

More than 24 hours have passed since purchase
The eSIM profile has been installed on a device
The eSIM has been activated and used
Any data has been consumed
Customer error in device compatibility verification

4.3 Technical Issues with eSIM

If you experience technical difficulties with eSIM activation:

Contact customer support immediately for troubleshooting
We will work with you to resolve technical issues
If the issue cannot be resolved, we may offer:

Replacement eSIM at no charge
Alternative product (physical SIM if available)
Full refund in exceptional cases

5. Physical SIM Card Refund Policy

5.1 Eligible for Full Refund

✓ Physical SIM cards are eligible for a full refund if:

The SIM card is unused and in original packaging
The refund is requested within 7 days of purchase/delivery
The SIM card is returned to us (for shipped orders)
No activation or data usage has occurred
The SIM card has not been damaged or tampered with

5.2 Airport Pickup Returns

For SIM cards picked up at Muscat International Airport:

Refund available if SIM is returned unused within 24 hours of pickup
Return to the same airport counter where pickup occurred
Present original order confirmation and ID
SIM must be in unopened, original packaging

5.3 Hotel Delivery Returns

For SIM cards delivered to hotels:

Refund available within 48 hours if unused
Contact customer support to arrange pickup
SIM must be in original packaging
No activation or use permitted

5.4 Shipped SIM Returns

For internationally shipped SIM cards:

Return shipping costs are customer's responsibility
Refund processed upon receipt and verification of unused SIM
Must be returned within 7 days of delivery
Use trackable shipping method with proof of delivery

5.5 Not Eligible for Refund

✗ Physical SIM cards are NOT eligible for refund if:

The SIM card has been activated or used
More than 7 days have passed since purchase/delivery
The SIM card is damaged, lost, or stolen
Original packaging is missing or damaged
Customer changed their mind after activation

6. Partial Refunds

Partial refunds are generally not available because:

SIM cards and eSIM plans are sold as complete packages
Validity periods are fixed (7, 14, or 30 days)
Data allocations are bundled

Exception: In rare cases of service failure or significant network issues documented by our technical team, we may offer prorated refunds or service credits at our discretion.

7. Situations Not Covered by Refund Policy

The following situations are NOT eligible for refunds:

Device Compatibility: Customer purchased eSIM for incompatible device (customer responsibility to verify)
Change of Travel Plans: Customer canceled or changed trip after activation
User Error: Incorrect setup or configuration by customer
Network Coverage Expectations: Dissatisfaction with coverage in remote areas (coverage maps provided as guidance only)
Speed Expectations: Network speeds slower than expected (speeds vary based on location and congestion)
Data Consumption: Customer used data faster than expected
Lost or Stolen: SIM card or device lost or stolen after activation
Third-Party Issues: Problems caused by telecommunications partners beyond our control
Expired Services: Refund requests after validity period has ended

8. Refund Request Process

Step 1: Contact Customer Support

Submit a refund request via:

Email: support@friensy-mobile.com (preferred method)
Phone: +963433223041

Required Information:

Order number
Full name and email used for purchase
Product purchased
Reason for refund request
Proof that product is unused (if applicable)

Step 2: Verification

Our customer support team will:

Verify your order details
Check activation and usage status
Confirm eligibility under this policy
Request additional information if needed

Timeframe: Within 24-48 hours of request submission

Step 3: Approval or Denial

You will receive an email notification indicating:

If Approved: Refund amount and processing timeline
If Denied: Specific reason for denial and alternative solutions if available

Step 4: Return (if applicable)

For physical SIM cards requiring return:

Receive return instructions and address
Package SIM in original packaging
Ship using trackable method
Provide tracking number to customer support

Step 5: Refund Processing

Once approved:

Refund processed to original payment method
Processing time: 5-10 business days
Confirmation email sent when refund is initiated
Bank processing may take additional 3-5 business days

9. Refund Processing Times

Payment Method	Processing Time	Notes
Credit Card	5-10 business days	May take additional 3-5 days to appear on statement
Debit Card	5-10 business days	Bank processing times vary
PayPal	3-7 business days	Typically faster than cards
Bank Transfer	7-14 business days	International transfers may take longer

Note: Processing times are estimates and may vary based on your financial institution's policies.

10. Alternatives to Refunds

In certain situations, we may offer alternatives to refunds:

10.1 Service Credits

Credit towards future purchases
Valid for 12 months from issue date
Can be used for any product or service
Non-transferable

10.2 Product Exchange

Exchange for different plan or product
No additional charges if same value
Price difference paid or refunded if applicable

10.3 Technical Support

Dedicated troubleshooting assistance
Remote setup support
Configuration guidance
Network optimization tips

11. Disputes and Chargebacks

Before initiating a chargeback, please contact us:

We are committed to resolving all issues fairly and promptly. Initiating a chargeback without first contacting customer support may:

Delay resolution
Result in account suspension
Affect future service eligibility
Incur additional processing fees

If you have disputed a charge with your bank or credit card company:

Notify us immediately at support@friensy-mobile.com
Provide chargeback reference number
We will work with your financial institution to resolve the dispute
Services may be suspended pending resolution

12. Service Quality Guarantees

While refunds are limited to specific circumstances, we guarantee:

Activation Support: Free technical assistance to ensure successful activation
Network Quality: Access to premium telecommunications networks in Oman
Customer Support: 24/7 multilingual support throughout your service period
Replacement: Defective SIM cards replaced at no charge
Transparency: Clear information about coverage, speeds, and limitations

13. Exceptions and Special Circumstances

In exceptional cases, we may consider refund requests outside the standard policy:

Force Majeure: Natural disasters, political instability, or emergencies preventing service use
Service Outages: Extended network outages beyond normal maintenance
Product Defects: Manufacturing defects affecting SIM card functionality
Regulatory Changes: Changes in laws preventing service delivery

Each case is evaluated individually at management discretion. Contact customer support to discuss special circumstances.

14. Consumer Rights

This Refund Policy does not affect your statutory consumer rights under applicable law. Depending on your jurisdiction, you may have additional rights including:

Right to cancel within cooling-off period (varies by country)
Right to refund for products not as described
Right to refund for defective products
Protection under consumer protection laws

If you believe your consumer rights have been violated, you may contact your local consumer protection authority in addition to our customer support.

15. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will:

Be posted on our website with updated "Last Updated" date
Apply to purchases made after the effective date of changes
Not affect purchases made before the change
Be communicated via email for significant changes

We encourage you to review this policy before each purchase.

16. Frequently Asked Questions

Q: Can I get a refund if I don't use all my data?

A: No, unused data does not qualify for refunds. Our plans are sold as complete packages for the specified validity period.

Q: What if my travel plans change and I can't use the SIM?

A: If the SIM has not been activated, you may be eligible for a refund within the specified timeframe (24 hours for eSIM, 7 days for physical SIM). Once activated, no refund is available for changed plans.

Q: Can I get a refund for poor network coverage?

A: Network coverage varies by location. We provide coverage maps as guidance, but cannot guarantee service in all areas. Poor coverage alone does not qualify for a refund unless there is a complete service failure.

Q: What if the eSIM doesn't work with my phone?

A: It is the customer's responsibility to verify device compatibility before purchase. If purchased for an incompatible device, a refund may be available if requested within 24 hours and the eSIM is not activated.

Q: How long does it take to receive my refund?

A: Refunds are processed within 5-10 business days after approval. Your financial institution may require an additional 3-5 business days to post the refund to your account.

Q: Can I exchange my plan for a different one?

A: Yes, exchanges may be possible for unused products. Contact customer support to discuss available options.

17. Contact Information

For refund requests or questions about this policy, contact:

Friensy Mobile - Customer Support
Email: support@friensy-mobile.com (Preferred method for refund requests)
Phone: +963433223041
Address: Apt. 410 63 Nickolas Close, Lake Rowenamouth, TAS 2367, Oman

Support Hours: 24/7
Email Response Time: Within 24-48 hours
Phone Support: Available in English, Arabic, Hindi, and Urdu

For fastest service, please include your order number in all communications.

18. Final Notes

This Refund Policy is designed to be fair and transparent while protecting both customer interests and business sustainability. We encourage all customers to:

Read product descriptions carefully before purchase
Verify device compatibility for eSIM products
Check coverage maps for your destination areas
Contact customer support with questions before purchasing
Keep order confirmations and purchase receipts
Report issues immediately for fastest resolution

Our goal is your satisfaction and successful connectivity throughout your Oman travels. We are here to help ensure you have a positive experience with our services.