Refund Policy
Effective date: September 5, 2026
Seller: Qat Bilişim ve Yazılım Teknolojileri Ltd. Şti., Ankara, Türkiye
Requests: help@raqoon.app
1. Final-sale digital product
Raqoon eSIM plans and top-ups are prepaid digital telecommunications products. Subject only to non-waivable rights under applicable law, every order is final once the activation details have been delivered. We do not offer voluntary cancellations, exchanges, account credits, transfers or refunds after that point.
2. Immediate performance and evidence of delivery
At checkout, you are asked to request immediate electronic delivery and the start of digital performance before any withdrawal period expires, where such acknowledgement is required. Raqoon records the acknowledgement, delivery time, QR/profile status, installation, activation, top-up, network connection and usage information. This record may be used to establish that digital performance has begun.
3. Events that end voluntary eligibility
To the fullest extent permitted by law, no refund, cancellation, replacement or credit is available after any of the following: delivery of the QR code or activation details; installation of the profile; activation; first network registration or connection; a top-up; any data, call or SMS usage; profile disclosure, copying, transfer or loss of QR-code confidentiality; or expiry of the plan. An unused, partly used or unwanted allowance is not refundable.
4. Matters that are not refund grounds
The following are not refund grounds: a changed itinerary; a duplicate, accidental or incorrect destination, plan or top-up purchase; failure to check device compatibility, carrier lock, eSIM capability or installation instructions; customer installation error; unsupported or altered device software; coverage, speed, latency or service availability that varies by location or partner network; a failure caused by the device, local network, settings, roaming controls, insufficient balance or third-party service; or a plan that has expired. This list does not exclude a mandatory remedy for a fault attributable to the supplied digital product.
5. Limited statutory-remedy review
Raqoon will assess a remedy only if required by applicable law, or if (a) activation details were not delivered, (b) a documented fault attributable to the supplied profile prevents use, and (c) Raqoon and E7 Access cannot correct or replace the profile within a reasonable time. Where lawful and appropriate, correction or replacement is the primary remedy; a refund is not automatic. We may reject a request that is fraudulent, abusive, duplicated, inconsistent with fulfilment records or outside a mandatory legal remedy.
6. Strict request process
Report a technical issue within 48 hours of discovery and before the plan expires, using the order email and help@raqoon.app. State the order number, device make/model and operating-system version, destination, precise error, time zone and time of the issue, and provide relevant screenshots of the eSIM settings and error. Do not send passport copies, full card data or bank statements. We may require reasonable, relevant technical information before a technical claim can be verified. A late or incomplete report may prevent us from confirming the facts, but does not limit any non-waivable statutory right.
7. Payment, disputes and fraud controls
If a refund is legally due and approved, it is returned only to the original payment method where technically possible and within the period required by applicable law and payment-provider rules. No cash or third-party payment is made unless mandatory law requires it. Contact us before opening a payment dispute so we can investigate; this does not limit your right to contact your payment provider. Raqoon may provide order, acknowledgement and technical fulfilment records to the provider in response to a chargeback.