Refund Policy
Overview
At matsilmobile, we are committed to providing quality travel services including eSIM data plans, Tours & Activities, and Car Rentals. We understand that plans can change, and we want to ensure you have a clear understanding of our refund policies for each service type.
We strive to process all eligible refund requests fairly and efficiently. Please review the specific policies for each service below.
Refund Eligibility
Refund eligibility varies by service type and circumstances. Please review the conditions below to understand when refunds may be granted.
Refundable Situations
- Technical issues on our platform that prevent service delivery or activation
- Duplicate charges or billing errors resulting in multiple payments for the same service
- Payment processing errors where you were charged but did not receive confirmation
- Service delivery failures caused by system errors on our end
Non-Refundable Situations
- Successfully delivered services that were activated and used as intended
- User error including incorrect purchase selection, device incompatibility not verified before purchase, or failure to follow activation instructions
- Change of mind or change in travel plans after service has been delivered
- eSIM plans where the QR code has been generated and delivered, even if not yet installed or activated
Refund Policy by Service Type
Each service type has specific refund conditions and time limits. Please review the policy for your specific purchase below.
Travel Form Submissions
This service is no longer offered. For historical submissions, no refunds are available for completed form processing services.
eSIM Data Plans
eSIM purchases are generally non-refundable once the QR code has been generated and delivered to your account. This is because each eSIM is created specifically for you and cannot be resold. If you experience technical issues preventing activation due to platform errors, please visit our FAQ page within 24 hours of purchase.
Tours & Activities
Tour bookings are subject to the individual tour operator's cancellation policy. Most tours offer free cancellation up to 24 hours before the scheduled start time. Cancellations made after this window may incur fees or be non-refundable depending on the operator's terms. Please check the specific tour details before booking.
Car Rentals
Car rental cancellations made 48 hours or more before the scheduled pickup time are typically fully refundable. Cancellations made less than 48 hours before pickup may incur cancellation fees or be non-refundable based on the rental provider's policy. Same-day cancellations are generally non-refundable.
Airport Transfer Services
This service is no longer offered. For historical bookings, cancellation policies varied by provider.
Cancellation Time Limits
Important: Time limits vary by service type
- Travel Forms: No refunds available for completed processing services
- eSIM Plans: Requests must be submitted within 24 hours for technical issues only
- Tours & Activities: Free cancellation up to 24 hours before scheduled start time (varies by tour operator)
- Car Rentals: Free cancellation 48+ hours before scheduled pickup time
- Airport Transfers: Service no longer offered
- Technical Issues: Must be reported within 24 hours of purchase with supporting documentation
How to Request a Refund
If you believe you are eligible for a refund based on the policies above, please follow these steps to submit your request.
Required Information
- Full name as it appears on your account
- Email address associated with your purchase
- Order number or transaction ID (found in your confirmation email or dashboard)
- Detailed reason for refund request including specific issues encountered
- Date of purchase and date issue was discovered
Contact Information
Email: [email protected]
Subject Line: Refund Request - Order #[Your Order Number]
We typically respond to refund requests within 2-3 business days. Please check our FAQ page for common issues and solutions before submitting a request.
Refund Processing Time
Once your refund request has been reviewed and approved, please allow time for the refund to be processed and appear in your account.
Review Period
2-3 business days to review your request and determine eligibility
Refund Processing
5-10 business days for approved refunds to appear in your original payment method
Special Circumstances
We understand that exceptional situations may arise. The following circumstances may be considered for refund exceptions on a case-by-case basis:
- Travel restrictions or destination entry denials due to visa issues, government regulations, or border closures
- Medical emergencies preventing travel with appropriate documentation from a healthcare provider
- Government-issued travel advisories or warnings for your destination issued after your purchase date
- Documented technical failures on our platform that prevented service delivery or caused service interruptions
Questions or Assistance
If you have questions about our refund policy or need assistance with a specific situation, we're here to help.
Customer Support
Visit our FAQ page for answers to common questions and detailed support information
Last Updated: February 2026
Website: matsilmobile.com