Before delivery
You can request a full refund before your eSIM installation details have been delivered. Contact support@cruiseesim.com with the email used at checkout and your order reference. We check the fulfillment record before deciding the request.
After delivery or activation
We review requests individually after delivery, installation or activation. Tell us about incorrect delivery, a faulty eSIM, a device or coverage issue, or an inability to connect on the ship included in your plan. We may need to troubleshoot or check usage with the connectivity supplier. Do not delete the eSIM unless instructed. A delivery or activation event does not by itself remove your statutory rights.
Information to include
Provide the order reference, exact ship and sailing date, phone model and a description of what happened. Do not email full card details or private activation codes. We may ask for safe screenshots or further information needed to assess the issue.
Approved refunds
Approved refunds are returned through the original payment method, including an appropriate partial refund where agreed. We initiate the refund within 14 days after approval; the time until funds appear depends on your bank. An approval notice does not mean the bank has completed the transfer. Credit or rewards earned on a refunded amount are reversed proportionately. We do not charge a separate refund administration fee.
Consumer rights
This policy adds a commercial promise before delivery and does not restrict any applicable withdrawal, conformity or other mandatory remedy. If you wish to exercise a statutory withdrawal right, send a clear statement identifying the order and your request. Any restrictions must be lawful for the actual service and circumstances.
Seller and version
Punivox OÜ, registry code 17508949, Ruunaoja tn 3, Lasnamäe linnaosa, 11415 Tallinn, Harju maakond, Estonia. Effective 29 October 2026. Contact support@cruiseesim.com for requests and complaints.