If it does not connect, we fix it
We are not selling you a refund promise: we are selling you ending up with internet on your phone. Here is what we do, in order.
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1
We look at it with you the same day
You write and a person answers within 24 hours. It is almost always one of three things: data roaming switched off on the Snoozim line, mobile data still pointing at your usual line, or the phone latched onto a local network we have no deal with. We tell you which one it is and how to fix it, with the steps for your model.
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2
If that does not fix it, we send you another eSIM at no cost
A fresh profile, on a different local network if the first one was not working for you. You pay nothing, you return nothing, and you do not lose whatever data you had left. That is what actually solves the problem: you wanted a connection, not a bank transfer in ten days.
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3
And if even that fails, you are not left with a dead eSIM
It is rare, but it happens. In that case we refund you, exactly as our purchase terms have said from day one. We put it here because hiding it in the small print would be an ugly way to save ourselves a paragraph.
What it does not cover
- A phone that does not support eSIM or is carrier-locked. You can check that before paying on our compatibility page, and if your model cannot do it we will not sell you anything.
- Having used up your data or run out of days. That is not a fault, that is the pack consumed. You can always top up without reinstalling anything.
- Being in a country that pack does not cover. A single-country pack stops giving data when you cross the border; the Europe one does not.
- The local network going down or being slow in one particular spot. We are not a network operator: coverage comes from the local network, and nobody, us or your carrier at home, can guarantee speed at an exact point.
Something not working?
Write to info@snoozim.com from the address you bought with. A person reads it and answers within 24 hours.