Refund Policy

The guarantee

If you pay for a plan and the eSIM never arrives, you get a full refund within five working days. We tell you this upfront.

Support answers from Lagos hours, on email and WhatsApp.

What qualifies

A refund is due when your payment went through and no working eSIM came out of it. That covers:

• The payment succeeded but the eSIM was never issued.
• An eSIM was issued but the QR code or activation details are invalid, so it cannot be installed at all.
• You were charged twice for the same order.

If setup is taking longer than usual we keep retrying in the background, and the order shows in My eSIMs while we do. If it has not arrived within 15 minutes we email you and either send the eSIM or refund you. You do not need to chase us for this.

What doesn't qualify

Once a working eSIM has been installed or used, the data has been delivered and the plan is not refundable. In practice that means:

• Changing your mind after installing the eSIM.
• Buying the wrong country or the wrong number of days and installing it anyway.
• Not travelling, or not using the plan before it ran out. The plan starts counting down the first time it connects at your destination, so an unused plan that has expired still counts as delivered.
• Local network speed or coverage being worse than you hoped. We resell access to networks we do not run, and coverage varies by country and by area.
• Speeds dropping to 1Mbps after 3GB in a day. That is the fair use policy, not a fault.
• A phone that does not support eSIM, or is locked to a Nigerian carrier.

If the eSIM issued fine but you never installed it and the plan has not started, tell us anyway. That is not covered by the guarantee, but we will look at it.

How to request a refund

Email support@cosmoforge.org with your order reference. You will find it on the order in My eSIMs and in the confirmation email we sent you. Tell us what happened in a line or two.

The order reference is enough for us to find the payment, so there is no form to fill in and nothing to prove. If you would rather use WhatsApp, support answers there too.

How long it takes

We reply within one working day. Once a refund is approved the money is back with you within five working days, and it goes back to the card or account you paid from. We cannot send it anywhere else.

Your bank sets the last step, so it can show up a day or two after we release it. If it is past five working days and you still have nothing, email us and we will chase it with the payment processor.

Declined and cancelled payments

A declined or cancelled payment is not charged, so there is nothing to refund. If your bank placed a hold, it clears on its own, normally within 24 hours. Declined attempts are not shown in My eSIMs. If you see a charge for an order that never appeared, email us with the amount and the date and we will trace it.

Contact

Zuwa is a product of Cosmoforge Limited. For anything about a refund, email support@cosmoforge.org. This policy sits alongside our Terms of Service and Privacy Policy. It does not affect rights you have under Nigerian consumer law.