Refund & Cancellation Policy

This Policy applies to purchases made directly from BRIGHTCORE ENTERTAINMENT LTD, company number 17357935, trading as Kirosim at kirosim.com. Our registered office is Dept 6957, 196 High Road, Wood Green, London, United Kingdom, N22 8HH. Send cancellation and refund requests to info@kirosim.com.

This Policy distinguishes our commercial change-of-mind offer from mandatory legal rights. Nothing here limits remedies for a service that is undelivered, defective, misdescribed or otherwise not supplied as required by law.

You may cancel a purchased eSIM for a full refund if you notify us within 14 calendar days after the contract is concluded and the eSIM remains uninstalled and unused when you give notice. The day after the contract is concluded is day one. Your confirmation identifies the purchase concerned.

This offer covers, for example, a cancelled trip, a mistaken destination or a device-compatibility problem discovered before installation. Receiving installation instructions, opening the order page or viewing a QR code does not by itself make the eSIM installed or used.

After sending a cancellation request, do not install, use, transfer or redeem the affected eSIM. We may verify installation and usage status against relevant service records. If records appear incorrect, you may provide information so that we can review them.

No cancellation administration fee applies to an eligible refund under this offer. The amount returned is the amount actually paid for the cancelled item, taking account of discounts applied to it.

Installation starts the Plan's validity immediately, even if you have not reached the destination or used data. Installation ends eligibility for the commercial offer in the section above. It does not automatically end your legal cancellation rights.

Where the law gives you a cooling-off right, the applicable period and any lawful extension remain available. For UK consumers, a service contract normally has a 14-day cancellation period beginning after the contract is concluded.

If you expressly request that a service begin during that period and then cancel before it is fully performed, we may charge only an amount permitted by law for the service actually supplied before your cancellation. Any charge must be proportionate, properly explained and subject to the required pre-contract information and express request having been provided. We will not impose a charge where the law prohibits it.

For a service contract, the statutory right is lost on full performance during the cancellation period only where the legally required express request or consent and acknowledgement have been obtained. Starting the service is not the same as fully performing it.

If a separately supplied element legally qualifies as digital content, different rules may apply to the loss of the cancellation right when supply begins. We will rely on that exception only where its legal conditions are met, including the necessary prior express consent, acknowledgement and confirmation. Merely emailing a QR code is not treated as a blanket waiver for the entire purchase.

If we did not provide legally required cancellation information, your rights may continue beyond the ordinary period. The commercial conditions in the section above do not shorten any statutory entitlement.

Contact us if installation credentials do not arrive, cannot be accessed, are invalid or fail to provide the purchased service. We will investigate and offer the remedy required by the circumstances and applicable law, which may include correcting fulfilment, restoring service, supplying an appropriate replacement or issuing a full or partial refund.

If we cannot supply the purchased service at all, a full refund will normally be due. If only part of the service was properly supplied, the appropriate remedy will take account of the affected portion, the seriousness of the failure and your legal rights. We will not assess every service-quality issue solely by whether some data was consumed.

Where the law gives you a choice of remedy, we will respect that choice. We will not require acceptance of store credit or a materially different Plan instead of a monetary refund to which you are entitled.

The 14-day change-of-mind period is not a deadline for reporting all faults or exercising all legal remedies.

Please provide your order reference, purchase email, destination, device model, installation status and a short explanation. Relevant screenshots or error messages can help. Conceal unrelated personal information and never send passwords, full card details or card security codes.

Report connectivity problems promptly, preferably while you are still at the destination, so that the network conditions can be investigated. A delayed report may affect the evidence available but does not automatically cancel a legal right.

Follow reasonable troubleshooting instructions that are relevant and safe. Do not delete the eSIM unless instructed, because deletion may prevent reinstallation or make diagnosis harder. Failure to complete unreasonable or unnecessary troubleshooting is not a basis for withholding a remedy required by law.

Outside the 14-day change-of-mind offer, a discretionary change-of-mind refund is not normally available solely because:

• travel plans change after installation;
• you install early and the validity period expires before or during your trip;
• you do not use all the allowance during the agreed validity period;
• you buy an unsuitable Plan or use an incompatible or locked device despite accurate pre-purchase information;
• you attempt to use the service outside the Plan's coverage or in a restricted country;
• you delete a correctly functioning profile or attempt an unsupported transfer; or
• you incur separate charges on your ordinary mobile SIM.

These examples do not exclude a refund where our information was inaccurate, our instructions caused the problem, the service failed to meet the agreement, or applicable law requires another outcome.

For an optional Top-up, we offer the same 14-day change-of-mind period if the Top-up remains unactivated and unused. Its activation and validity rules must be explained before payment. A Top-up that activates immediately on purchase may therefore fall outside this commercial offer; statutory rights remain unaffected.

Tell us promptly about a suspected duplicate charge or unauthorised transaction. We will investigate and return an incorrect charge where established. We may need proportionate verification to protect the account and payment holder. You retain any rights against your card issuer under applicable law or card arrangements.

If a card dispute and a direct refund concern the same charge, tell us so that they can be coordinated and duplicate reimbursement avoided. You are not required to waive a lawful dispute right to have a legitimate complaint considered.

Refunds are made to the original payment method unless you expressly agree otherwise or a legally permitted alternative is necessary because that method cannot receive the refund. You will not be required to accept credit in place of a refund legally due.

For a valid statutory cancellation, we will reimburse you without undue delay and within the applicable legal period; where UK cancellation rules apply, this is normally no later than 14 days after we are informed of your decision to cancel. For other agreed refunds, we will initiate the refund without undue delay and normally within 14 calendar days after confirming the entitlement, or sooner where required by law. An internal review does not extend a statutory deadline.

Refunds are issued in the original transaction currency. A card issuer's conversion may cause the amount in your account currency to differ from the original debit. We do not impose a refund fee. Separate issuer charges are governed by your issuer's terms, without excluding any liability we may have under law.

The time for a refund to appear on your statement depends on the issuer's processing. We can confirm when the refund was initiated and provide available tracing information if it does not arrive.

Email info@kirosim.com with a clear statement that you wish to cancel and enough information to identify the purchase. You may use the optional form below, but using it is not a condition of cancellation. Where a statutory deadline applies, sending a clear notice before it expires is sufficient; our later response does not make the notice late.

Optional cancellation form

To: BRIGHTCORE ENTERTAINMENT LTD, Dept 6957, 196 High Road, Wood Green, London, United Kingdom, N22 8HH; info@kirosim.com.

I/We hereby give notice that I/We cancel my/our contract for the following service:

• Plan or service:
• Order reference:
• Ordered on:
• Name of consumer(s):
• Address of consumer(s):
• Email used for the purchase:
• Date:
• Signature of consumer(s), only if this notice is sent on paper:

Delete whichever of “I/We” and “my/our” does not apply. No physical eSIM return is required.

If you disagree with an outcome, reply to our decision or email info@kirosim.com with the reason and any additional evidence. The Complaints Handling Policy explains the review process. It does not restrict access to your card issuer, a competent authority or the courts.