Terms of service and refund policy
Terms of Service & Refund Policy
01 — Terms of service
1. Scope of services
JLP Global sells eSIM packages for data connectivity through participating providers’ networks. Supported countries, data allowance, validity, price and package-specific restrictions are as shown before order confirmation.
2. Check your device before buying
Before paying, customers should verify eSIM support, carrier-unlocked status and destination-network compatibility. Choosing the wrong plan or using an unsupported device may not qualify for a refund under the general policy, without affecting statutory rights.
3. Delivery and installation
eSIM is a digital service delivered through a QR code or installation details. Keep this information confidential and follow installation instructions. Some plans permit one installation or one device only. Deleting or moving an eSIM may prevent reinstallation, subject to conditions disclosed before purchase.
4. Network and usage
Signal quality, speed, coverage and availability can vary by location, time, device and local network. Plans with a Fair Usage Policy (FUP) may reduce speed at a disclosed threshold. JLP Global does not guarantee constant speed or coverage everywhere unless expressly stated. Legally required liability is not excluded.
5. Order accuracy
Check the destination, travel dates and plan details before confirming your order. If the eSIM or plan delivered does not match your order, notify the company for review and correction or a refund according to applicable rights.
6. Appropriate limits on liability
To the extent permitted by law, the company is not responsible for losses caused by incorrect order information, unsupported devices, use contrary to instructions or third-party failures beyond reasonable control. This does not limit liability for unlawful conduct, negligence that cannot lawfully be excluded, or statutory consumer rights.
7. Governing law
These terms are governed by Thai law without excluding mandatory consumer rights. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.
02 — Refund and cancellation policy
For refunds approved under company policy, JLP Global will refund through the original payment method, aiming for receipt within 14 calendar days after approval. If the law provides a more favourable deadline or starting point for the customer, that law prevails. Bank or payment-provider processing can affect when funds arrive.
1. Cases that may qualify for a refund
- The eSIM has not been activated or used, and the company can verify its status, subject to plan conditions and law.
- The service is unusable due to a verifiable defect that cannot be fixed or reasonably replaced.
- The company delivered a plan that does not match the order and cannot correct it.
- Other cases where applicable law gives the consumer a cancellation or refund right.
2. Cases generally excluded from discretionary refunds
- The eSIM has been installed, activated or used, without a provable service defect.
- The customer changes their mind, selects the wrong country or plan, or has an unsupported or carrier-locked device, without grounds for the company’s legal liability.
- The customer deletes the eSIM or fails to follow clearly disclosed installation steps, making reuse impossible.
- Speed or signal differences within the correctly disclosed plan and network limitations.
Important exception: These exclusions do not remove statutory rights to cancel, obtain a refund or receive remedies under applicable consumer-protection law.
3. Statutory cancellation rights under Thai law
Where the transaction is subject to Thailand’s Direct Sales and Direct Marketing Act and meets its conditions, consumers may notify cancellation within seven days of receiving the goods or services. The business must refund the amount within the statutory period, generally 15 days after receiving written cancellation under the relevant provisions. This right does not depend on internal company approval and is subject to any statutory exceptions.
4. Reviewing requests
Email the address below with your order number, ICCID if available, device model, country of use, issue details and relevant screenshots. The company may review installation, activation, data use and provider records, collecting and using only information necessary under applicable law. Troubleshooting or a replacement eSIM may be offered without requiring customers to waive statutory rights.
5. Refund method
After approval, the company refunds through the original payment method where possible. Otherwise, it will arrange an appropriate secure alternative. The refund amount depends on the customer’s rights, plan conditions and applicable law.
01 — Terms of Service
1. Services and package information
JLP Global provides digital eSIM data packages through participating network providers. Destinations, data allowances, validity, pricing and package-specific restrictions are as disclosed before checkout.
2. Device compatibility
Customers should verify that their device supports eSIM, is carrier-unlocked, and is compatible with the destination network before purchasing. An incorrect package choice or incompatible device may not qualify for a discretionary refund, without prejudice to statutory rights.
3. Delivery and installation
eSIMs are delivered digitally through QR codes or installation credentials. Keep credentials secure and follow installation instructions. Some packages allow only one installation or one device. Deleting an eSIM may prevent reinstallation where this restriction was disclosed before purchase.
4. Network performance
Coverage, speed and availability depend on location, local carriers, devices and network conditions. Disclosed Fair Usage Policy (FUP) limits may apply. Unless expressly stated, uninterrupted service or a fixed speed is not guaranteed. Nothing here excludes liability that cannot lawfully be excluded.
5. Orders and liability
Review your destination and package before ordering. Report incorrect delivery promptly. To the extent permitted by law, JLP Global is not responsible for losses caused by inaccurate customer information, incompatible devices, failure to follow clear instructions, or third-party disruptions beyond reasonable control. This clause does not remove mandatory consumer remedies or liability that cannot lawfully be excluded.
6. Governing law
Thai law applies, subject to mandatory consumer rights. If a clause is unenforceable, the remaining clauses continue to apply insofar as lawful.
02 — Refund & Cancellation Policy
For refunds approved under our voluntary policy, JLP Global will process the refund through the original payment method, aiming for the customer to receive the funds within 14 calendar days after approval. If applicable law sets an earlier deadline or a different starting date, that legal requirement prevails. Bank and payment-provider posting times may vary.
1. Refund eligibility
- An eSIM remains unactivated and unused, subject to package conditions and applicable law.
- A verified service defect cannot be resolved or reasonably remedied.
- An incorrect package was delivered and cannot be corrected.
- A refund or cancellation is otherwise required by applicable law.
2. Generally excluded from discretionary refunds
- Activated or used eSIMs without a verified service defect.
- Change of mind, incorrect destination/package selection, incompatible or carrier-locked devices, where JLP Global has no legal responsibility.
- Deletion or installation errors contrary to clearly disclosed instructions.
- Normal variation in coverage or speed within accurately disclosed package and network limitations.
These exclusions never override statutory cancellation, refund or consumer remedies.
3. Statutory cancellation rights
Where Thailand's Direct Sales and Direct Marketing Act applies and its conditions are met, consumers may have a statutory right to cancel within seven days of receiving the goods or services. Applicable provisions generally require a full refund within 15 days after the business receives the cancellation notice. These rights do not depend on JLP Global's internal approval and remain subject to any applicable statutory exceptions.
4. How we review requests
Email your order number, ICCID (if available), device model, destination, issue description and relevant screenshots. We may verify installation, activation, data usage and provider records to assess the request, processing only information reasonably necessary under applicable law. Troubleshooting or replacement may be offered, without requiring customers to waive statutory rights.
5. Payment method
Approved refunds are returned to the original payment method where possible. If that is not possible, we will arrange an appropriate secure alternative. Refund amounts are determined by the customer's rights, the package terms and applicable law.
03 — Contact us
Refund requests and support: cs@esim-jlp.com
Please include your order number and a description of the issue.
JLP Global eSIM · Terms of Service & Refund Policy