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Purchase, Cancellation and Refund Policy

Last Update: February 25, 2026

This Purchase, Cancellation and Refund Policy(“Puchase 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 and where applicable its subsidiaries, affiliates and related corporations (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”).

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 io is delivered to You electronically and instantly. It cannot be returned after delivery. 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.

The Application will be deemed to have fulfilled its performance and its responsibility will end when it is delivered electronically in terms of the product features offered. In disputes that may arise regarding this contract; UK courts are authorized and the applicable law is English law.

Where applicable, payments for purchases made via the Esim io Platform may be processed and billed by 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 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 Zotlo (Z3P LLP) as the authorized Merchant of Record and reseller, or by another duly appointed intermediary. 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 purchase of Plans. 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.

(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 its expressly made available to you and You purchase through the Google Play Store, Google acts as the billing agent and Merchant of Record. Refunds are governed solely by Google Play’s refund policies.

Purchase Period

Purchases are made as one-off transactions, subscription basis or on a pay-as-you-go basis, depending on the method You select. Each Plan remains active for its specified validity period or until the purchased data allowance is consumed, whichever occurs first. We may offer different Plan validity periods from which to choose. We may change the purchase period lengths that We offer from time to time, but We will not change the length of Your Purchase period while it is active.

Recurring subscription will renew automatically at the beginning of each subscription period, as displayed at the time of purchase (e.g., weekly, monthly, etc.). Renewal fees are automatically charged to Your selected payment method or deducted from Your available Credits balance, as applicable. Subscriptions continue until cancelled in accordance with this Payment, Cancellation and Refund Policy. Subscriptions continue until cancelled in accordance with this Purchase, Cancellation and Refund Policy.

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.

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.

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.

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.

If You cancel Your subscription, the cancellation takes effect at the end of the current Subscription Period. You will continue to have access until that time. Except as expressly provided in clause 4.5. of the Terms of Service or where required by Applicable Law, no refunds or credits will be issued due to device incompatibility, carrier- locking, operating system restrictions, loss, theft, damage, factory resets, or unsuccessful attempts to transfer an installed eSIM to another device.

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.

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, Zotlo (Z3P LLP), all billing, cancellation, and refund matters are administered by Zotlo. You may (a) submit a cancellation or refund request please email to suppport@zotlo.io or you can contact suppport@esim.io . Zotlo’s registered details are: Z3P LLP, 5th Floor, 86 Jermyn Street, London, SW1Y 6AW, United Kingdom. You agree that (i) 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 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.

Governing Terms and Precedence

This Purchase Policy constitutes an integral and inseparable part of the Esim io Terms of Service, as amended from time to time. The Terms of Service govern all purchases, payments, Credits, and use of the Services by the User. In the event of any inconsistency or conflict between this Purchase Policy and the Terms of Service, the Terms of Service shall prevail to the extent of such inconsistency.

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, amended, or modified from time to time at the sole discretion of Esim io by posting the revised version on the Platform. The most recent version shall apply as of its effective date and supersede all prior versions. Your continued use of the Platform or Services after such update constitutes your acceptance of the revised Purchase Policy.

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 suppport@esim.io