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Purchase Policy

Our Purchase Policy

Purchase, Cancellation and Refund Policy

Last Update: September 11, 2026

This Purchase, Cancellation and Refund Policy(“Purchase Policy”) is a binding agreement between you (referred to herein as “User”, “You” or “Your”) and Getverify LDA, a company incorporated under the laws of Portugal, located at Avenida do Infante, no. 50, 9004-521 Funchal, Madeira, Portugal (referred to herein as “Esim io”, “the Company”, “we”, “us” or “our”), concerning your access to and use of Esim io’s Services (as defined in the Terms of Service) via Esim io website, related features and services, and other linked channels, mobile websites or applications (collectively, the “Platform”). This Policy also applies to the optional Calling Services described in Annex 1 (Outbound Calling Specific Terms and Acceptable Use Rules) of the Terms of Service. The Calling Services provisions in Section C distinguish call usage from the purchase, activation and use of a data Plan.

PLEASE READ THIS POLICY CAREFULLY AS IT CONTAINS IMPORTANT INFORMATION AND AFFECT YOUR LEGAL RIGHTS, USING THE SERVICES OR CLICKING “AGREE” OR “CONTINUE”, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THIS POLICY AND ESIM IO’S TERMS. IF YOU DO NOT AGREE WITH THE TERMS, YOU SHOULD IMMEDIATELY DISCONTINUE USING THE PLATFORM AND SERVICES.

This Policy applies to all purchases made through (i) the Esim io Platform, (ii) Apple App Store, or (iii) Google Play Store(and any other channel expressly made available to you from time to time collectively, the “Sales Channels”). Certain provisions apply only to the channel through which You made Your purchase.

eSIM products are delivered electronically. Cancellation and refund rights are governed by this Policy and Applicable Laws; delivery of the Application or an eSIM does not constitute performance of future Calling Services. Due to the features of the product explained and expressed in this Purchase Policy, the payment is made instantly via credit card, mobile payment or in-app purchase, to be determined at our discretion. For the avoidance of doubt, You may choose to use our Services by authorizing us to charge fees, pre-authorisation, subscription fees and payment purposes to Your selected payment method including credit card, mobile payment, in-app or similar as selected by You at the payment screen that We permit from time to time.

In case of return of goods and services purchased via the Internet, the App Store cannot pay back with cash in accordance with the App Store Terms and Conditions.

Electronic delivery does not discharge obligations to provide Services that remain to be performed or exclude mandatory consumer rights. The governing law and jurisdiction applicable to this Policy are as set out in the Terms of Service, including any mandatory consumer protections that cannot lawfully be excluded.

Where applicable, payments for purchases made via the Esim io Platform may be processed and billed by Jigle (Jigle Bilgi Teknolojileri A.Ş.) or Zotlo (Z3P LLP) acting as our Merchant of Record or by any other duly appointed reseller or intermediary.

Your payment confirmation or invoice will identify by Jigle (Jigle Bilgi Teknolojileri A.Ş.) or Zotlo (Z3P LLP) or another duly appointed intermediary as Merchant of Record where applicable.

Purchase

(a) General Purchase Terms

All purchases are subject to applicable taxes, payment processor terms, and any supplemental conditions of the respective Sales Channel or Merchant of Record.

Where a Plan or eSIM activation requires a one-time activation fee, such fee will be displayed at checkout and is non-refundable once activation commences.

If you choose a subscription Plan and complete the purchase of a subscription, You authorize Esim io and its payment processors or agents to automatically charge recurring subscription fees at the start of each Subscription period until You cancel.

All fees, whether for subscription renewals, top-ups, one-time purchases, or Credit uploads are charged at the time of transaction using Your selected payment method or deducted from Your available Credits. You authorize Esim io and its authorized payment processors to charge all applicable fees, including taxes, duties, and surcharges.

Esim io accepts multiple forms of payment, including major credit/debit cards, digital wallets, and Platform-specific billing methods. You are solely responsible for complying with the terms of any Sales Channels and third-party payment providers and for all charges incurred.

Esim io does not store payment credentials. All financial data is processed and stored exclusively by licensed third-party payment service providers.

(b) Web Platform and In-app Purchases

Payments may be processed and invoiced by Jigle (Jigle Bilgi Teknolojileri A.Ş.) or Zotlo (Z3P LLP) as the authorized Merchant of Record and reseller, by another duly appointed intermediary or by us. Your order confirmation or invoice will identify the relevant Merchant of Record.

If You hold an Esim io account with prepaid Credits, usage fees are deducted automatically in real time. Credits are non-transferable, non-redeemable for cash, and expire as indicated at purchase. Any approved refund will be processed by the relevant Merchant of Record via the original payment method and may take up to thirty (30) business days. Deposits to Your Credits balance constitute prepayment for future purchases of Plans and/or use of Calling Services. Deposited Credits are non-redeemable for cash and may be refunded only if the relevant payment was made in error and before any portion of the balance has been used. The Calling Services provisions in Section C and Applicable Laws prevail over any inconsistent restriction on refunds, including restrictions based solely on eSIM activation or prior use of part of a shared balance. A statutory refund must be made within the applicable legal deadline, notwithstanding any longer processing period stated in this Policy.

(c) Purchases via third party app stores

If its expressly made available to you , You can make a Purchase by following the instruction in a third‑party app store on which the App is made available, such as Apple App Store and Google Play Store (an "App Store") and via web. Please refer to the App Store T&Cs for the relevant time period for cancellations and for more information on how to do this.

-Apple App Store Purchases

If its expressly made available to you and You purchase through the Apple App Store, Apple acts as the billing agent and Merchant of Record. Esim io cannot process or issue refunds for such transactions.

-Google Play Purchases

If You purchase through the Google Play Store, Google acts as the billing agent and Merchant of Record. Refunds for such transactions are processed in accordance with Google Play's then-current refund process and Applicable Laws.

Calling Services — charges, cancellation and refunds

C.1. Payment model. Calling Services are optional, outbound-only services governed by Annex 1 (Outbound Calling Specific Terms and Acceptable Use Rules) to the Terms of Service. Calls are charged on a pay-as-you-go basis from Your existing IO Credits balance. Calling charges are separate from data Plan charges unless the applicable offer expressly states otherwise. Existing payment channels remain applicable to any Credit purchase.

C.2. Rates and metering. For pay-as-you-go calls, the applicable calling rate, charging currency and any applicable taxes or surcharges are disclosed before You initiate a call. Rates may vary by destination country and called line type. Rates may be displayed per minute, but usage is measured and charged per second of connected call time, without rounding the duration up to a whole minute. Charging begins only when the relevant telecommunications system records the call as connected and ends when the call is terminated. No calling charge is due if the call is not recorded as connected. The rate shown immediately before You initiate the call will not be increased during that call.

C.3. Shared balance and call duration. Where Calling Services are charged against IO Credits, the maximum available call duration is calculated before a call using the applicable rate and Your available IO Credits. Other chargeable Services using the same balance may reduce the available duration. Calls funded from IO Credits end when the available balance is exhausted. Internet access used for the call may separately consume data or incur charges under Your data Plan or internet provider's terms; such charges are distinct from the calling charge.

C.4. Billing corrections. Incorrect or duplicated calling charges will be corrected. Where a calling charge is deducted from IO Credits for a call that is not recorded as connected, or a deduction is erroneous or duplicated, the corresponding incorrect deduction will be restored to Your IO Credits, unless Applicable Laws require another remedy or a refund to the original payment method. If a connected pay-as-you-go call is interrupted, only the correctly metered connected duration recorded up to termination is chargeable; this does not exclude any mandatory remedy for defective or undelivered Services. Please contact support@esim.io with the relevant call details to query a charge. Valid charges for Services already supplied are not reversed merely because You stop using Calling Services, subject to Your statutory rights.

C.5. Stopping calls and unused Credits. You may stop making calls at any time. This does not cancel a separate data Plan or Subscription, which must be cancelled through the applicable process. Uninstalling the Application does not itself create a refund entitlement. The mere activation of an eSIM, making a call or using another part of a shared Credits balance does not, by itself, extinguish a right to a call-charge correction or any statutory refund right. Any request to refund unused Credits remains subject to this Policy, the relevant Sales Channel and Applicable Laws.

C.6. Statutory withdrawal. Where Applicable Laws give You a right to withdraw from a distance contract for Calling Services or a related Credit purchase, that right is preserved. Where required, we will obtain Your express request before starting the relevant service during the withdrawal period. If You then withdraw, You may be charged only a proportionate amount for Services actually supplied where the legal conditions for that charge are met. A statutory right of withdrawal from a service contract is lost through full performance only where the applicable requirements, including any required prior express consent and acknowledgement, have been satisfied. Opening the Application, enabling calling or making a first call does not automatically waive withdrawal rights relating to the entire prepaid balance or other contracts.

C.7. Refund route and priority. Billing corrections within IO Credits are distinct from refunds of a payment. Approved payment refunds are handled through the applicable Sales Channel or Merchant of Record and original payment method, within any mandatory legal deadline. This section prevails over inconsistent eSIM activation, non-refundability or delivery provisions for matters relating to Calling Services. It does not restrict remedies for failure to supply Services or other rights that cannot lawfully be excluded.

C.8. Restrictions, suspension and unused Credits. Measures taken under the Terms or Annex 1 to prevent or address actual or reasonably suspected fraud, abuse, security, legal or network risks - including blocking calls, destinations or accounts, limiting abusive traffic or requiring additional verification - do not, by themselves, forfeit unused Credits or remove rights under this Policy or Applicable Laws. However, no refund, credit or compensation is due solely because Calling Services are restricted, suspended or terminated as a result of non-payment, fraud, misuse, breach of the Terms or Annex 1, or a legal or regulatory requirement, except where required by Applicable Law. The treatment of any unused Credits remains governed by this Policy.

Purchase Period

Esim io Services may be purchased through: (i) a one-off purchase, including a Ready Package; (ii) a recurring monthly or annual Subscription Plan; or (iii) a Pay As You Go model using available Credits.

A one-off Plan remains active for its specified validity period or until its data allowance is fully consumed, whichever occurs first. Pay As You Go Services remain available while You have sufficient Credits and the relevant Service is available.

Esim io may offer recurring Subscription Plans, on a monthly or annual basis. Monthly subscriptions automatically renew for successive monthly periods and annual Subscriptions automatically renew for successive annual periods, unless cancelled before the applicable renewal date.

By purchasing a Subscription Plan, You authorize Esim io and its authorized payment providers to automatically charge the applicable Subscription fee, including applicable taxes, to Your selected payment method at the beginning of each monthly or annual Subscription Period.

Data entitlements under monthly and annual Subscription Plans are allocated in monthly cycles. Any unused monthly data allowance expires at the end of the relevant monthly cycle and does not roll over or accumulate. Under an annual Subscription, the applicable monthly data entitlement will continue to be allocated until the end of the paid annual Subscription Period.

If a Plan's validity period expires and You have remaining Credits in Your account balance, Your usage will automatically continue on a pay-as-you-go basis using Your available Credits at the applicable rates. No separate consent will be requested for this transition.

All purchases are subject to applicable taxes, payment processor terms, and any supplemental conditions of the respective Sales Channel or Merchant of Record.

Data Quota Exhaustion

Certain Plans may include a defined data quota for each subscription period. If the data quota is fully consumed before the end of that subscription period, access to data Services under that Plan may be suspended for the remainder of the subscription period, while the subscription itself may remain active until the next renewal. Data access may resume (i) at the beginning of the next subscription period when the quota resets, or (ii) if You purchase additional data, where such top-up options may be offered by Esim io. No refunds, credits, or price reductions may be issued due to quota exhaustion, except where required by Applicable Law.

Purchase Price Change

We reserve the right to change Our pricing terms for purchases at any time. Changes to the pricing terms will not apply retroactively and will only apply for purchases after the date of such change. Any change to the price of a recurring Subscription Plan will apply the next renewal. The revised price will not affect the Subscription Period already paid for. If You do not accept the revised price, You may cancel the Subscription before the applicable renewal date. Changes to calling rates apply only to calls initiated after the revised rate has been disclosed, subject to any notice or consent required by Applicable Laws; they do not increase the rate for a call already in progress.

Suspension for Non payment

We and/or the relevant App Store may immediately suspend Your access to the App if your Purchase is not paid, until such time as the full amount has been paid. If any amount remains unpaid following Our notice to You, We may end Your rights under this Purchase Policy.

All payments made are non-refundable and non-transferable except as expressly provided in this document. This is subject to Applicable Laws and the Calling Services provisions in Section C.

Cancellation

You may cancel Your purchase by sending a cancellation request from the destination of Your transaction anytime prior to activation. Once the eSIM has been activated or provisioned, cancellation is no longer possible. Deleting the application does not cancel or end Your purchase. These eSIM activation conditions apply to data Plans, not to the cancellation of Calling Services or correction of call charges. Calling Services are governed by the Calling Services provisions in Section C.

You will not receive a refund for the fees You already paid for Your current purchase period and You will continue to receive the bought Service features until the end of Your current purchase period. Please note that deleting the application does not cancel or end Your purchase. If You cancel Your purchase, the cancellation will take effect at the end the period of the Plan you purchased or until the data in your purchased Plan has been used entirely. You will continue to be able to access the Service until that time.

You may cancel a recurring Subscription Plan at any time through the Platform or the Sales Channel through which it was purchased. Cancellation will take effect at the end of the Subscription Period already paid for and will prevent the next automatic renewal. Deleting the application, deleting Your account or removing the eSIM does not, by itself, cancel the Subscription.

If You cancel a monthly Subscription, You will continue to receive the applicable Services until the end of the current monthly Subscription Period. If You cancel an annual Subscription, You will continue to receive the applicable monthly data entitlement until the end of the paid annual Subscription Period.

Except where required by Applicable Law, cancellation of an annual Subscription does not entitle You to a refund, partial refund or credit for the remaining Subscription Period.

Refunds

Refund eligibility depends on the Sales Channel and Merchant of Record. For purchases made on the Esim io Platform, refunds may include activation-fee reversals or unused Credit deposits only when no eSIM activation has occurred. Esim io or the Merchant of Record may require proof of non-activation before approving such requests. The requirement for non-activation does not apply to call-charge corrections or other rights arising under the Calling Services provisions in Section C or Applicable Laws.

Apple Store: To request a refund, follow these instructions from Apple.

If You use a computer:

  1. Sign in to reportaproblem.apple.com
  2. Tap or click "I'd like to," then choose "Request a refund"
  3. Choose the reason why You want a refund, then choose Next
  4. Choose the app, Purchase, or other item, then choose Submit

If You use an iOS device:

  1. Go to App Store App on Your mobile and click on Your Apple ID
  2. Select Purchase History, find the transaction and tap Report a Problem
  3. Select Report a Problem to the right of the purchase and select the reason why You are requesting a refund

Google Play: To request a refund, follow these instructions from Google.

  1. Go to play.google.com.
  2. At the top right, click Your profile icon.
  3. Select Payments & Purchases and then Budget & order history.
  4. Find the order You want to return.
  5. Select Request a refund or report a problem.
  6. Choose the option that describes Your situation.
  7. Complete the form and note that You'd like a refund.
  8. You'll get a message that says "Thank You for sharing Your concerns." You'll also receive an email with a refund decision.

If Your purchase was processed by our reseller and merchant of record, by Jigle (Jigle Bilgi Teknolojileri A.Ş.) or Zotlo (Z3P LLP), all billing, cancellation, and refund matters are administered by Jigle or Zotlo. You may (a) submit a cancellation or refund request and for general purchase, cancellation, or refund inquiries; please email to support@jigle.com or support@zotlo.com. Jigle and Zotlo are separate legal entities. Jigle’s registered address is Maslak Mah. Büyükdere Cad. Uso Center Plaza No:245, Kat:7, Sarıyer / İstanbul, Türkiye. Zotlo’s registered address is Z3P LLP, 5th Floor, 86 Jermyn Street, London, SW1Y 6AW, United Kingdom.

You agree that (i) Jigle or Zotlo may require reasonable verification (including purchase email, transaction details, etc.) to authenticate your request; (ii) eligibility, timing, and method of any refund are determined by Jigle’s or Zotlo’s applicable policies and the terms presented at the paywall.

The Platform may show prices and/or Credits in a user-selected display currency for convenience only. Esim io sets displayed amounts using third-party payment provider rates. This is not a foreign exchange or money-exchange service. Only the final amount shown at checkout (and, where applicable, on the Merchant of Record/App Store payment screen) is binding, and Esim io may correct any pricing, currency-display, or technical errors and cancel/refund a transaction where required. Any refunds (if any) are issued only in the original transaction currency/original payment method by the applicable Sales Channel or Merchant of Record; any differences due to bank/processor fees, chargebacks, or conversion mechanics are borne by the User, and We have no liability for such differences. For pay-as-you-go Calling Services, the applicable calling rate and charging currency disclosed before the call, together with the connected duration, determine the calling charge. A convenience currency display does not permit an undisclosed change to that rate or charging currency.

Governing Terms and Precedence

This Purchase Policy forms part of the Esim io Terms of Service and governs payments, billing, cancellation, Credits and refunds. Annex 1 (Outbound Calling Specific Terms and Acceptable Use Rules) governs feature-specific operational and acceptable-use matters for the Calling Service. In the event of a conflict concerning payment, billing, cancellation, Credits or refunds, this Purchase Policy prevails to the extent of that conflict; in the event of a conflict concerning feature-specific operational or acceptable-use matters for the Calling Service, Annex 1 prevails. The Terms of Service apply in all other respects. Nothing in this Policy limits any mandatory consumer right or remedy.

Capitalized terms not defined herein shall have the meanings assigned to them in the Terms of Service, as amended and in force from time to time.

Changes to this Purchase Policy

This Purchase Policy may be updated from time to time, including to reflect changes to the Services, payment channels, pricing or billing mechanics, legal or regulatory requirements, or operational requirements. Unless Applicable Law requires otherwise, a revised version will take effect from the effective date stated when it is published on the Platform. Where Applicable Law requires advance notice, express consent, acknowledgement or another procedure for a particular change, Esim io will comply with that requirement. Changes will not retroactively reduce any refund, billing-correction or other right that accrued before the revised version took effect.

If You have any further questions about Purchase Policy, please get in touch with Us via the chat functionality on Our website or e-mail at support@esim.io