Return & Refund Policy

At Balitel, we want travelers visiting Bali and Indonesia to shop with confidence. This policy explains when you can request a refund for a Balitel eSIM purchase.

30-Day Refund Policy

We offer a full refund within 30 days of purchase if the eSIM has not been installed, activated, or used.

This allows customers to change travel plans or correct an order before using the eSIM.

Refund Eligibility

You are eligible for a 100% refund if all of the following conditions are met:

  • The refund request is made within 30 days of purchase

  • The eSIM QR code has not been scanned

  • The eSIM profile has not been installed on a device

  • The eSIM has not been activated on a network

Once an eSIM is installed or activated, it cannot be refunded because digital eSIM profiles cannot be reused.

Non-Refundable Situations

Refunds cannot be issued if:

  • The eSIM has already been installed on a device

  • The eSIM has been activated or used

  • The refund request is made more than 30 days after purchase

Incorrect Orders

If you purchased the wrong eSIM plan, please contact us as soon as possible.
If the eSIM has not been activated, we may be able to replace the plan or issue a refund.

How to Request a Refund

To request a refund, contact our support team and include your order number and purchase email.

Email: hello@balitel.com

Our support team usually responds within 1 hour during operating hours.

Refund Processing Time

Once approved, refunds are processed within 3–5 business days to the original payment method used at checkout.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Digital Product Notice

Balitel sells digital eSIM products delivered electronically by email. Because the product is digital, refunds are only possible before the eSIM is installed or activated.