BurrnBurrn
Fair & Transparent

Refund Policy

Last updated: January 13, 2025

Quick Reference

Overview of our refund eligibility

Unused eSIM Plans
Full refund within 7 days if not activated
Refundable
Partially Used eSIM
Not refundable once data has been consumed
Non-Refundable
Phone Number (First 3 days)
Pro-rated refund if cancelled within 72 hours of purchase
Refundable
Phone Number (After 3 days)
Non-refundable after the initial 3-day period
Non-Refundable
Wallet Credits
Credits are non-refundable but never expire
Non-Refundable
Call/SMS Usage
Usage charges are non-refundable
Non-Refundable

eSIM Plan Refunds

We want you to be completely satisfied with your eSIM purchase. Our refund policy for eSIM plans is as follows:

Full Refund Eligible

If you have not activated your eSIM (connected to a network in a supported country), you are eligible for a full refund within 7 days of purchase.

Not Eligible for Refund

Once you have activated your eSIM and consumed any amount of data, the plan becomes non-refundable. This is because we incur costs from our network partners the moment data is used.

Important: Installation of the eSIM QR code does not constitute activation. Activation only occurs when you connect to a mobile network in a supported destination.

Phone Number Refunds

We offer a trial period for new phone number purchases:

72-Hour Trial Period

If you cancel your phone number within 72 hours (3 days) of purchase, you will receive a pro-rated refund of the purchase fee. Monthly subscription fees are non-refundable.

After Trial Period

After the 72-hour trial period, phone number purchases and monthly fees are non-refundable. You may cancel at any time to prevent future charges.

Note: Any calls or SMS sent during the trial period will still be charged to your wallet and are non-refundable.

Wallet Credits

Wallet credits (top-ups) are non-refundable. However:

  • Credits never expire and remain in your account indefinitely
  • Credits can be used for any Burrn service (eSIM, phone numbers, calls, SMS)
  • Unused credits will be retained if you cancel other services
  • If your account is closed, any remaining credits will be forfeited
Exception

In cases of technical errors resulting in duplicate charges or incorrect amounts, we will refund the erroneous charges to your original payment method.

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact Support: Email us at support@burrn.app with your refund request
  2. Include Details: Provide your account email, order/transaction ID, and reason for the refund request
  3. Wait for Review: Our team will review your request within 1-2 business days
  4. Receive Confirmation: You'll receive an email confirming whether your refund has been approved
Refund Processing Time

Approved refunds are typically processed within 5-10 business days. The time it takes for the refund to appear in your account depends on your payment method and financial institution.

Exceptions & Special Circumstances

We may make exceptions to this policy in the following circumstances:

  • Service Outages: Extended outages that significantly impact your ability to use purchased services
  • Technical Errors: Duplicate charges, incorrect billing amounts, or failed activations due to our systems
  • Device Incompatibility: If you purchased an eSIM and discover your device is incompatible before activation
  • Documentation Errors: Incorrect information provided on our end leading to unusable services

Each exception request is evaluated on a case-by-case basis. We reserve the right to deny refund requests that do not meet our policy criteria or appear to be fraudulent.

Questions About Refunds?

Our support team is here to help. Reach out to us for any refund-related inquiries.

Contact Support