Last updated: 22 October 2026
UNCLELINK is a travel eSIM service operated by UNCLE GROUP LIMITED, a company incorporated in Hong Kong. This document applies to your use of the UNCLELINK mobile app, the website at unclelink.com, and the eSIM data plans sold through them. Please read it carefully and keep a copy for your records.
Overview
UNCLELINK eSIMs are digital goods delivered electronically, so once a profile is installed or a plan has started it is in use straight away. This Refund & Cancellation Policy explains exactly when a refund or cancellation is possible. It forms part of our Terms & Conditions and does not remove any statutory consumer rights that cannot be excluded by law.
When you can get a refund
- The eSIM has not been delivered to you.
- The eSIM is faulty and cannot be activated, and our team has been unable to resolve it.
- You were charged more than once for the same order (duplicate charge).
- You bought a plan that you have not installed or activated, and you request cancellation within 14 days of purchase.
When a refund is not possible
- The eSIM has been installed or activated, or the plan has started — including unused data remaining on a started plan.
- Your device turned out to be incompatible or carrier-locked (please use our compatibility checker before buying).
- The plan has expired.
- Change of mind after activation, or problems caused by misuse, local coverage conditions, or your device settings.
- Promotional 知音券 credit, referral rewards and discount-code value, which have no cash value.
How to request a refund
Email info@unclegroup.io from the address on your order, within 14 days of purchase, with your order number and a short description of the problem. For a faulty eSIM, our team will first help you install or activate it; if it still cannot be used, we will re-issue or refund it.
How refunds are processed
Approved refunds are returned to your original payment method via Stripe, normally within 5–10 business days depending on your bank or card issuer, and in the currency of the original charge. Where 知音券 credit was used, that portion is normally returned as credit. We will confirm by email when a refund has been issued.
Chargebacks
If you have a problem with an order, please contact us first so we can help — most issues are resolved quickly. Raising a chargeback without contacting us, or a chargeback we reasonably determine to be unwarranted, may result in suspension of your account and forfeiture of credit and rewards.
Contact
Any question about a refund or cancellation: info@unclegroup.io. Please include your order number so we can help quickly.