1. Digital eSIM products
rivoSIM eSIMs are digital services delivered electronically. A refund request is not a guarantee of cancellation or repayment. Eligibility depends on the live status of the exact eSIM allocation and the decision returned by the supplier.
2. When an eSIM may qualify
You may request a refund within 7 days of purchase if the specific eSIM remains unused, uninstalled and unactivated. The request must also be approved for cancellation by the supplier. The supplier's live status and cancellation result are authoritative.
Installing, activating or using an eSIM can invalidate refund eligibility. Activated, installed, onboarded, in-use, used, expired, cancelled, or otherwise supplier-ineligible eSIMs are not promised an automatic refund. Deleting an installed eSIM profile does not make it unused or restore eligibility.
3. How to request review
Where self-service refund review is available, sign in and use the refund action for the specific eSIM allocation. Otherwise, contact support with your order number and the eSIM concerned. Do not send passwords, payment PINs, or other credentials.
We may check the live supplier profile before submission. If supplier status cannot be confirmed, the request may be held for support review rather than processed automatically. We do not cancel a service as a self-service financial refund unless the required supplier-backed outcome can be established.
4. Refund amount and method
Any approved amount is based on the original refundable eSIM purchase value recorded for that allocation, not a current package price. Separately charged payment-processing fees may be non-refundable.
Approved Agency and Partner refunds are credited through the existing rivoSIM wallet or ledger-credit mechanism. This is not an automatic bKash cash refund. For other purchases, support will explain the available resolution after supplier approval. We do not guarantee a particular payment method or completion timeline before review is complete.
5. Installation, use and compatibility
Please verify device compatibility, carrier unlock status, destination coverage and package details before purchase and before installing the eSIM. Installation or activation can change supplier refund eligibility. Removing an eSIM from a device does not necessarily restore eligibility.
6. Service failures and consumer rights
If a verified service failure prevents the purchased eSIM from working as described, contact support for review even when the standard eligibility conditions are disputed or unclear. We will assess the order, installation evidence and supplier response.
Nothing in this policy limits any mandatory consumer right or remedy that cannot lawfully be excluded under applicable law.
7. Contact
Request help through our Contact page or email admin@rivosim.com. Include your order number and a short description of the issue.
Support phone: +8809697698895