Refund Policy

1. Summary

An eSIM plan that has not been activated and is still within its validity period can be submitted for a refund. Refunds are granted as Sentadu wallet balance, not cash transfers.

2. Eligible plans

A refund can be requested when:

• The eSIM has never been activated or installed on a device.
• The plan's validity period has not ended.
• The order is fully paid and not in a payment dispute.
• The request is made within 14 calendar days of purchase.

3. Plans not eligible

A refund cannot be granted when:

• The eSIM has been activated, installed, or connected to a network in the destination country.
• The plan's validity has ended or data usage has started.
• Your device turns out not to support eSIM, even though the supported-devices list was available before purchase.
• The order was cancelled due to a breach of the Terms & Conditions.

4. How to request

Email our support address with your order number and the reason for the request. You can reach us through the Support page.

We will check the eSIM status on that order and let you know the outcome by email.

5. Refund method

Funds are returned as Sentadu wallet balance in Rupiah and can be used right away for your next purchase. The wallet balance cannot be withdrawn as cash.

The refunded amount is what you paid in Rupiah. Any non-refundable payment-provider fees, if applicable, are not included in the refund amount.

6. Processing time

Approved requests are processed within 3 business days. The balance appears in your account's wallet once processing is complete, and we send you a notification by email.

7. Cancellations by us

If we cannot provide the plan you bought — for example because the eSIM failed to be issued — we will refund the full amount to your wallet balance without you needing to request it.