Refund Policy

1. General Policy

At Steady, we strive to provide reliable cross-border data connectivity. Due to the digital nature of eSIM (embedded SIM) technology, once an eSIM is generated and the QR code is delivered to you, the service is considered "consumed." However, we understand that technical issues can occur.

2. Refund Eligibility

You are eligible for a full refund in the following circumstances:

• Your eSIM was not delivered after a successful payment.
• Your eSIM fails to connect and the issue cannot be resolved by our support team.
• Your device is found to be incompatible with eSIM after purchase, provided you contact us within 14 days of purchase and have not yet activated the eSIM.
• A duplicate charge was made in error.

3. Non-Refundable Cases

Refunds are not available for change of mind after activation, or for connectivity issues caused by the user's network settings or device configuration where the eSIM itself is functioning correctly.

4. Technical Failures

If you experience technical difficulties, you must contact our support team at support@steadyesim.com before requesting a refund. Most issues can be resolved through troubleshooting. We reserve the right to attempt to fix the service before issuing a refund.

5. Top-Up & Usage Disputes

Due to the real-time consumption of cellular data, top-up packages are strictly non-refundable once provisioned onto an eSIM card. If you believe there is a usage-measurement error between your device's built-in usage counter and the carrier's reported data usage:

• Network-Level Tracking: Data billing is determined based on aggregate bytes processed by our wholesale carrier partners at the packet gateway. Device-level meters (such as iOS/Android settings) do not capture network protocol overheads or background data exchanges.
• Dispute Investigation: To open a usage dispute, contact support@steadyesim.com with screenshots of your device's data counter, application data logs, and order details. Our team will request official network connection details logs from the provider.
• Resolution: If the network audit reveals a carrier provisioning or metering discrepancy, we will issue a full refund or credit for the affected top-up package.

6. Refund Process

To request a refund, please email support@steadyesim.com with your order number, the email address used for purchase, and a brief explanation of the issue. Our team will review your request within 3-5 business days. Approved refunds will be credited back to the original payment method.

7. Policy Changes

We reserve the right to modify this refund policy at any time. Any changes will be posted on this page with an updated "Last updated" date.