Refund Policy

Refund for Service Withdrawal

1. If your travel plans change for reasons such as flight cancellations, flight schedule delays, or other reasons deemed acceptable, you may submit a refund request to us, provided that the following conditions are met:

• The eSIM has not been installed on the device;
• The eSIM has not connected to the supported destination network;
• The request is submitted within 30 days from the date of purchase; and
• The request is accompanied by a clear and acceptable reason for cancellation.

2. Our team reserves the right to review the reason provided and, if deemed necessary, to request supporting evidence for the cancellation.

3. We reserve the right to reject a refund request if the stated reason cannot be verified or if there is any indication of misuse intended to harm Kurosim.

4. Refunds may be issued in the form of Kuro Points or transferred to a bank account.

• Refund via Kuro Points
  • Refunds issued as Kuro Points are free of charge, and you will receive a full refund.
  • The refund process in the form of Kuro Points takes a maximum of 1 business day.
• Refund via Bank Transfer
  • Refunds to a bank account will be subject to a deduction of IDR 10,000, consisting of:
    • IDR 7,500 for the eSIM fee; and
    • IDR 2,500 for the transfer fee.

Network Issue

1. If the eSIM cannot be used due to issues on Kurosim’s side, or if the network infrastructure in the destination country is unstable, we may provide a full refund.

2. To be eligible for a refund, you must meet all of the following requirements:

• The eSIM has been used for less than 100 MB of the total purchased data allowance;
• The eSIM is still within its validity period;
  • The request is submitted within 30 days from the date of purchase; or
  • The request is submitted within 14 days from the eSIM activation date;
• You provide concrete evidence of the issue with the purchased eSIM; and
• You have followed all troubleshooting steps as instructed by our team.

3. Refunds may be issued in the form of Kuro Points or transferred to a bank account in the same amount as paid at the time of purchase.

Incompatible Device

1. If you purchase an eSIM and later find that your device is not compatible with eSIM technology, we may provide a refund, provided that all of the following requirements are met:

• The eSIM has not been installed on the device;
• The eSIM has not connected to the supported destination network; and
• The request is submitted within 30 days from the date of purchase or within 14 days from the eSIM activation date.

2. To process the refund request, our team reserves the right to verify the type of device used by requesting supporting evidence.

3. Our team has the right to reject the refund request if the user fails to provide sufficient proof of the device type being used.

4. Refunds may be issued in the form of Kuro Points or transferred to a bank account.

• Refund via Kuro Points
  • Refunds issued as Kuro Points are free of charge, and you will receive a full refund.
  • The refund process in the form of Kuro Points takes a maximum of 1 business day.
• Refund via Bank Transfer
  • Refunds to a bank account will be subject to a deduction of IDR 10,000, consisting of:
    • IDR 7,500 for the eSIM fee; and
    • IDR 2,500 for the transfer fee.

Important Notes

1. This refund policy applies only to eSIMs purchased by users through Kurosim’s official website or application. Purchases of Kurosim eSIMs made outside of Kurosim’s official website or application will be subject to the product descriptions or written regulations provided on the respective platform.

2. Refunds may only be issued in the form of Kuro Points or transferred to the user’s bank account. Refunds cannot be sent to any e-Wallet platform.

3. The scope of this refund policy covers only the amount paid by the user to Kurosim. It does not include:

• Kuro Points received through the Referral Program,
• Kuro Points received through the Affiliate Program, or
• Any amount reduced through special discounts provided by Kurosim.