Refund Policy
Overview
MATSIL Mobile provides eSIM data plans, tours and activities, and car rental reservations. Plans can change; this Policy explains when refunds may be granted.
Discontinued services: travel form processing and airport transfer booking are no longer offered. No new refunds apply to those products except where we are legally required to remedy a prior charge in error.
General principles
| Refundable situations | Non-refundable situations |
|---|---|
| Duplicate charges or clear billing errors | Services delivered and used as intended |
| MATSIL platform errors that prevent delivery or activation where the fault is ours | Change of mind after digital delivery or inside an operator's cancellation window |
| Confirmed provider cancellation where the operator or rental company authorises a refund through us | User error (wrong plan, unverified device incompatibility, failure to follow activation steps) |
| Charge without confirmation after successful payment | eSIM after QR code generation and delivery, except MATSIL-side technical failure as below |
Nothing here limits non-waivable rights under the Consumer Protection Act or other applicable law.
Refunds by service
eSIM data plans. Generally non-refundable once the QR code is generated and delivered, because each eSIM is provisioned for you and cannot be resold. If a documented MATSIL technical failure prevents activation and our support cannot resolve it within 24 hours of purchase, contact [email protected] with your order number and evidence.
Tours and activities. Refunds follow the operator/Viator cancellation policy shown at checkout. Many experiences allow free cancellation up to 24 hours before start time; late cancellations may incur fees or be non-refundable.
Car rentals. Cancellations 48 hours or more before scheduled pickup are typically fully refundable through the provider's rules. Cancellations inside 48 hours, same-day cancellations, or no-shows may incur fees or be non-refundable per the rental provider.
Historical travel forms and airport transfers. No new refunds for completed or discontinued services unless required to correct a billing error on our side.
Time limits
| Service | Window |
|---|---|
| eSIM technical issues (MATSIL fault) | Report within 24 hours of purchase with order number and evidence |
| Tours and activities | Per operator policy; commonly 24 hours before start |
| Car rentals | Commonly 48 hours before pickup |
| Billing errors | Promptly after discovery |
How to request a refund
Email [email protected] with subject Refund Request - Order #[number] and include:
- full name on the account;
- email used at purchase;
- order or transaction ID;
- service type (eSIM, tour, rental);
- detailed reason and dates;
- screenshots or error messages where relevant.
We aim to acknowledge within 2–3 business days. Approved refunds are usually returned to the original payment method within 5–10 business days after approval, depending on your bank or card issuer.
Special circumstances
We may consider exceptional cases individually, including documented medical emergencies, government travel bans or advisories issued after purchase, or visa or entry denial supported by official documentation. Approval is not guaranteed and may require provider consent for tours and rentals.
Questions
[email protected] — or see the FAQ on matsilmobile.com for common activation and booking issues.