Refund and Cancellation Policy

REFUND & CANCELLATION POLICY

Effective Date: April 01, 2020
Last Updated: August 28, 2026

This Refund & Cancellation Policy ("Policy") applies to purchases of eSIMs, physical SIM cards, mobile data plans, reloads/top-ups, Wi-Fi rental services, and other connectivity products and services ("Services") provided by SHORE ACCESS MARINE CORP. ("SHOREACCESS," "we," "us," or "our").

By purchasing or using our Services, you acknowledge and agree to this Policy.

1. GENERAL REFUND POLICY

Because eSIM and mobile connectivity products are digital telecommunications services, refunds may be subject to specific conditions depending on whether the eSIM or SIM card has been activated, installed, used, or otherwise consumed.

SHOREACCESS will review refund requests on a case-by-case basis where a refund is permitted under this Policy and applicable law.

Nothing in this Policy is intended to exclude or restrict any consumer rights that cannot legally be excluded under applicable law.

2. eSIM CANCELLATION

2.1 Before eSIM Installation or Activation

A customer may request cancellation of an eSIM order before the eSIM has been installed, activated, or used.

Where technically and operationally possible, SHOREACCESS may approve a full or partial refund, subject to verification of the order and payment status.

Cancellation requests should be submitted as soon as possible after purchase.

Once an eSIM has been installed or activated, cancellation may no longer be possible.

2.2 After eSIM Installation

Once an eSIM has been installed on a compatible device, the eSIM may be considered delivered and the cancellation request may be subject to additional restrictions.

Installation alone does not necessarily mean that mobile data has been consumed; however, the ability to cancel or refund an installed eSIM may depend on the specific eSIM product, telecommunications provider, and whether the plan has been activated.

2.3 After eSIM Activation

Once an eSIM has been activated or mobile data has been used, refunds will generally not be available for:

Unused remaining data
Partially used data
Remaining validity period
Change of travel plans
Change of destination
Early return from a trip
Failure to use the remaining data
Failure to use the eSIM during its validity period

This restriction may not apply where the Service is defective or cannot reasonably be provided due to an issue attributable to SHOREACCESS or its telecommunications provider.

3. INCORRECT OR ACCIDENTAL PURCHASE

If you purchase the wrong:

Country or regional plan
Data allowance
Validity period
eSIM package
Number of eSIMs
SIM card product

please contact SHOREACCESS immediately.

If the eSIM has not been installed, activated, or used, we may, at our discretion, cancel the order and issue a refund or exchange.

Once an eSIM has been installed or activated, we may be unable to cancel or exchange the product.

4. NON-FUNCTIONAL OR DEFECTIVE eSIM

If your eSIM does not function properly, please contact our customer support before requesting a refund.

We may ask you to provide information necessary for technical investigation, including:

Order number
eSIM ICCID
Device model
Operating system
Country/location of use
Screenshot of the relevant error
APN settings
Network settings
Activation status
Other technical information reasonably necessary to diagnose the problem

Our technical team may attempt to troubleshoot the issue before approving a refund.

If SHOREACCESS determines that the eSIM is defective and the issue cannot reasonably be resolved, we may provide:

A replacement eSIM;
An alternative service or plan; or
A full or partial refund,

depending on the circumstances.

5. NETWORK COVERAGE AND SERVICE AVAILABILITY

SHOREACCESS eSIMs operate through third-party telecommunications networks and roaming partners.

Actual network availability may vary depending on:

Country
Region
Network operator
Network congestion
Device compatibility
Local regulations
Roaming arrangements
Signal availability
Network maintenance
Geographic conditions
Telecommunications infrastructure

Temporary inability to connect to a particular network does not automatically qualify for a refund.

Customers should first contact SHOREACCESS support so that we can determine whether the problem can be resolved.

6. DEVICE COMPATIBILITY

Customers are responsible for confirming that their device is:

eSIM compatible, where an eSIM is purchased;
Network-unlocked;
Compatible with the applicable network frequencies and technologies; and
Capable of using the purchased Service.

A refund may not be available where the Service cannot be used because the customer's device is incompatible, locked to another carrier, improperly configured, or otherwise unable to support the Service.

Customers are encouraged to verify device compatibility before purchasing.

7. DATA USAGE AND THROTTLING

Some SHOREACCESS plans may include high-speed data followed by reduced-speed service after a specified usage threshold.

Where applicable, reduced-speed service or throttling after the advertised high-speed allowance has been consumed is not considered a Service failure and does not qualify for a refund.

The applicable data allowance, speed limitations, validity period, and Fair Usage Policy will be displayed on the relevant product page or purchase information.

8. EXPIRED eSIMs

An eSIM automatically expires when its stated validity period ends.

Expired eSIMs generally cannot be refunded solely because they were not used.

Customers are responsible for activating and using their eSIM within the applicable validity period.

9. PHYSICAL SIM CARD REFUNDS

For physical SIM cards, refund eligibility may depend on whether the SIM card has been:

Shipped;
Delivered;
Activated;
Registered;
Used;
Damaged; or
Returned to SHOREACCESS.

Before Shipment

A cancellation request made before shipment may qualify for a refund, subject to applicable payment-processing charges and our ability to cancel the order.

After Shipment

Once an order has been shipped, cancellation may no longer be possible.

A customer may be required to return the SIM card before a refund is considered.

After Activation or Use

Activated or used physical SIM cards are generally non-refundable unless the SIM is defective or the Service cannot reasonably be provided due to an issue attributable to SHOREACCESS.

10. LOST, STOLEN, OR DAMAGED SIM CARDS

SHOREACCESS is generally not responsible for SIM cards that are:

Lost after delivery;
Stolen;
Damaged through customer misuse;
Damaged through improper installation or handling; or
Destroyed after delivery.

Replacement may be available depending on the product and circumstances.

11. TOP-UP AND RELOADS

Mobile data top-ups, reloads, or similar digital credits are generally non-refundable once successfully processed and applied to the relevant SIM/eSIM account.

If a top-up:

Was charged but not credited;
Was applied incorrectly due to a technical error;
Was duplicated due to a system error; or
Was otherwise not successfully delivered,

please contact SHOREACCESS customer support.

We will investigate the transaction and, where appropriate, provide a correction, replacement, or refund.

12. DUPLICATE TRANSACTIONS

If you believe that you have been charged more than once for the same order, please contact us with:

Order number
Transaction reference
Amount charged
Date of transaction
Payment method

If a duplicate charge is confirmed, SHOREACCESS will arrange an appropriate refund or correction.

13. FRAUDULENT OR UNAUTHORIZED TRANSACTIONS

If you believe that a transaction was made without your authorization, notify SHOREACCESS immediately.

We may investigate the transaction with our payment processor, financial institution, or relevant service provider.

Customers should also notify their bank or payment provider where appropriate.

SHOREACCESS reserves the right to suspend an account or Service while investigating suspected fraud, abuse, unauthorized transactions, or violations of our Terms and Conditions.

14. PAYMENT PROCESSING FEES

Where permitted by applicable law, certain third-party payment processing fees, currency-conversion charges, banking charges, or other non-refundable transaction costs may not be recoverable.

Where a refund is caused by an error attributable to SHOREACCESS, we may, at our discretion, refund the relevant payment-processing amount where such recovery is available to us.

15. CURRENCY CONVERSION

Refunds are generally processed in the original transaction currency where supported by the payment provider.

If your bank, card issuer, or payment provider converts the transaction into another currency, the amount credited to your account may differ from the original amount charged because of:

Exchange-rate fluctuations;
Foreign-exchange fees; or
Charges imposed by your bank or payment provider.

SHOREACCESS is generally not responsible for differences caused solely by currency conversion performed by your financial institution or payment provider.

16. REFUND REQUEST PROCEDURE

To request a refund, contact SHOREACCESS customer support as soon as possible.

Please provide:

Customer name
Email address used for the purchase
Order number
Product purchased
Date of purchase
Reason for the refund
Relevant payment or transaction reference
Supporting screenshots or documentation, where applicable

For technical problems, customers should provide sufficient information to allow our technical team to investigate the issue.

17. REFUND REVIEW

SHOREACCESS may review the following information when determining refund eligibility:

Order status
Payment status
eSIM installation status
eSIM activation status
Data usage
SIM/eSIM validity period
Network connection records, where available
Technical diagnostic information
Payment-provider records
Customer communications
Telecommunications-provider information

Providing inaccurate, incomplete, or misleading information may affect the outcome of a refund request.

18. REFUND PROCESSING TIME

Once a refund has been approved, SHOREACCESS will submit the refund through the applicable payment method or payment provider.

The time required for the funds to appear in the customer's account depends on the payment provider, bank, card issuer, or electronic-wallet provider.

SHOREACCESS does not control the processing time of third-party financial institutions.

19. CHARGEBACKS AND PAYMENT DISPUTES

Customers are encouraged to contact SHOREACCESS before initiating a payment chargeback.

If a customer initiates a chargeback or payment dispute, SHOREACCESS may provide the relevant transaction, order, activation, usage, and delivery records to the payment processor or financial institution for investigation.

This does not limit any rights available to customers under applicable law.

20. PROMOTIONAL, DISCOUNTED, AND SPECIAL-OFFER PRODUCTS

Products purchased using promotional pricing, coupons, discounts, reseller pricing, affiliate benefits, credits, or special offers may be subject to additional refund conditions disclosed at the time of purchase.

Unless otherwise stated, promotional credits and discounts are not redeemable for cash.

21. RESELLER AND WHOLESALE PURCHASES

Refunds for reseller, wholesale, bulk, or business purchases may be governed by separate commercial terms or agreements.

Where a reseller agreement, distribution agreement, purchase agreement, or other written commercial contract applies, the refund and cancellation provisions of that agreement will govern to the extent permitted by applicable law.

22. FORCE MAJEURE AND THIRD-PARTY NETWORK EVENTS

SHOREACCESS may not be able to provide refunds for service interruptions caused by circumstances outside our reasonable control, including:

Natural disasters
War or civil unrest
Government restrictions
Telecommunications outages
Internet infrastructure failures
Network operator failures
Roaming partner interruptions
Cybersecurity incidents
Power outages
Regulatory restrictions
Satellite or infrastructure failures
Other events beyond SHOREACCESS's reasonable control

SHOREACCESS will nevertheless make reasonable efforts to restore or provide the affected Service where commercially and technically possible.

23. CONSUMER RIGHTS

Nothing in this Policy is intended to waive, restrict, or exclude any mandatory consumer protection, telecommunications, privacy, or other legal rights that apply to you under the laws of your jurisdiction.

Where applicable law provides a mandatory right to cancel, refund, replace, or obtain a remedy, those statutory rights will apply.

24. POLICY CHANGES

SHOREACCESS may update this Refund & Cancellation Policy from time to time to reflect changes in our Services, products, payment providers, telecommunications partners, business practices, or applicable laws.

The "Last Updated" date at the beginning of this Policy indicates when it was most recently revised.

25. CONTACT INFORMATION

For refund, cancellation, replacement, or payment-related inquiries, please contact:

SHORE ACCESS MARINE CORP.

Customer Support Email: support@shoreaccessmarine.com

Website: https://www.shoreaccessonline.com/

Registered Office: 12F Times Plaza Bld., United Nations Avenue / Taft Avenue 12th Floor, Times Plaza, Ermita, Malate, Manila, Philippines

Customer Service Hours: 0800- 0500H Monday -Friday

Please include your order number in all refund-related communications.

26. FINAL NOTICE

SHOREACCESS aims to provide reliable and convenient international mobile connectivity services.

Because eSIMs and mobile data services are digital and telecommunications-based products, customers should carefully review the country/region, data allowance, validity period, device compatibility, network coverage, and applicable Service conditions before completing a purchase.

By completing an order, you acknowledge that you have reviewed the relevant product information and agree to this Refund & Cancellation Policy, subject to your mandatory rights under applicable law.