Refund Policy

1. The short version

You can cancel an order yourself from your account within 7 days of payment, as long as the eSIM has never been activated. The full Rupiah amount you paid for the order goes back to your wallet immediately.

Outside that window, write to [email protected] with your order number and we will look at your order.

2. Cancelling it yourself

Open the order in your account and choose Cancel order. The order is cancelled, the eSIM is released, and your wallet is credited in the same step.

You have 7 days from the moment your payment is confirmed. The cancel button disappears after that, and the order then has to go through support.

The eSIM must never have been activated. Once it has connected to a network in the destination country, the order cannot be cancelled, because the operator has already delivered the data.

3. Asking us for a refund

Write to [email protected] with your order number and what went wrong. The more specific you are, the faster we can decide.

We check the eSIM's status with the operator, and we reply on business days. If we approve the refund, we credit your wallet within 3 business days and email you when it is done.

4. What we can refund

We can refund an order when all of these are true:

• The eSIM has never been activated or installed.
• The plan's validity period has not ended.
• The order is fully paid and is not the subject of a payment dispute or a chargeback.
• You cancelled it yourself inside the 7-day window, or you contacted us and we agreed the case warrants a refund.

5. What we cannot refund

We cannot refund an order when any of these is true:

• The eSIM has been activated, installed, or has connected to a network in the destination country.
• The plan's validity has ended, or data has been used.
• Your device turns out not to support eSIM, when the supported devices list was available to you before you bought.
• The order was cancelled because you broke the Terms & Conditions.
• The plan has been used in a country it does not cover.

6. How the refund is paid

A refund is paid as Sentadu wallet balance in Indonesian Rupiah, and it can be used right away for your next purchase. The wallet balance cannot be withdrawn as cash.

The amount refunded is the Rupiah amount you paid for the order. If you paid through the payment gateway rather than from your wallet, that amount is credited to your wallet; returning the money to your bank account or card is a separate step, and it is not automatic. Ask us if you need it, and we will tell you what is possible for your payment method.

Neither fee is part of the refunded amount. The service fee we charge is not refunded, and neither is the processing fee charged by the payment provider, because both were already spent on the transaction when it was made. If you paid the plan price plus those fees, the refund is the plan price.

7. If you paid with PayPal

PayPal does not accept Rupiah, so it charges in another currency. That charge is separate from the Rupiah order total, and it is recorded separately.

A refund credits the Rupiah order amount to your wallet. If you need the PayPal charge itself returned, tell us and we will look at it with you.

8. If we cancel

If we cannot provide the plan you bought, for example because the eSIM could not be issued, we refund the full order amount to your wallet without you needing to ask, and we email you to say so.

If your payment arrives after the order was already cancelled, we credit the full amount to your wallet automatically.

9. Processing time

A cancellation you make yourself credits your wallet immediately, in the same step as the cancellation.

A refund we handle is credited within 3 business days of our decision, and we email you when it lands.

10. Contact

Write to [email protected] with your order number. Our office address and registration details are on the Terms & Conditions page.