Refund policy

Balitel sells digital eSIMs. Because they are delivered electronically and tied to your device, refunds work differently from physical products. Please read this before buying.

Check Compatibility First

Your phone must be eSIM-capable and carrier-unlocked to use a Balitel's Bali Indonesia eSIM. Check this with your phone manufacturer or current carrier before you purchase. Buying an eSIM for an incompatible or locked device is avoidable, so please confirm first.

30-Day Refund on Unactivated eSIMs

You can request a full refund within 30 days of purchase as long as the eSIM has not been activated and the IMEI has not been registered. This applies even if you have already installed the eSIM on your device — an installed but unactivated eSIM can simply be deleted and reused, so it still qualifies for a full refund. An eSIM is "activated" once IMEI registration has been completed and the plan is live on the network.

Activated eSIMs Are Non-Refundable

Once an eSIM has been activated and the IMEI registered, it cannot be refunded, because the data plan and local number have been issued to your device and cannot be reused or resold. The only exception is a technical fault (see below).

Technical Faults

If your eSIM has a technical problem that our support team cannot resolve — for example it fails to connect despite your device being compatible and correctly set up — we will either fix it, replace it, or issue a refund. You must contact us so we can troubleshoot before a refund is considered.

Not Covered by Refunds

  • eSIMs where incorrect device (IMEI) or passport details were provided by the customer, causing registration to fail.
  • Plans that have already been activated and used.
  • Plans that have expired.

How to Request a Refund

Email us at hello@balitel.com with your order number and the reason for your request. We aim to respond within 24 hours.

Refund Method and Timing

Approved refunds are issued to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or card provider.