Refund & Cancellation Policy

1. Before digital delivery begins

Consumers normally have 14 days from the day after the contract is made to cancel a distance contract. If your eSIM profile has not been downloaded, installed, activated, or otherwise supplied, contact us at contact@squaremobile.co.uk with your order details. Where the statutory cancellation right applies, we will refund the payment using the original method within 14 days of receiving the cancellation notice.

2. Immediate digital supply

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, digital content may be supplied during the 14-day cancellation period only after you expressly request immediate supply and acknowledge that the right to cancel will be lost when performance begins. For an eSIM, performance begins when the profile is made available for download or activation begins. Once that happens following your express request and acknowledgement, the 14-day change-of-mind cancellation right no longer applies.

3. Faulty or misdescribed eSIMs

Your Consumer Rights Act 2015 rights remain unaffected. If digital content is faulty, not as described, or not of satisfactory quality, you may be entitled to repair or replacement and, where that is impossible or not completed within a reasonable time and without significant inconvenience, a price reduction which may be a full refund.

4. When a refund is not normally available

• The device is locked, does not support eSIM, or is incompatible with destination networks.
• Installation instructions were not followed, the profile was deleted, or device settings prevented connection.
• The plan was activated, used, expired, or its data allowance was consumed.
• Local coverage, speed, or availability varies for reasons outside our reasonable control and the service remains substantially as described.
• The request relates only to a change of mind after immediate digital supply began with the required consent.

5. How to request help or a refund

Email contact@squaremobile.co.uk promptly with your order number, device model, destination, a description of the problem, and relevant screenshots. Contact us before deleting the eSIM, as deletion can prevent diagnosis or reinstallation. We will assess the request and explain the outcome.

6. Chargebacks and statutory rights

Please give us an opportunity to resolve the issue before starting a payment dispute. Nothing in this policy excludes rights or remedies that cannot be excluded under UK law.