Refund Policy

Last updated: 30 August 2026

Our Approach

We want you to be able to trust that a BrisqNet purchase is fair. This policy aims to be generous where something has genuinely gone wrong on our side or a plan wasn't usable, while protecting BrisqNet — and, in turn, honest customers — against abuse of data that has already been used. Every request is reviewed individually; the scenarios below are our general starting position, not an automatic outcome.

Before You Buy

Please check your device is eSIM-compatible and unlocked, and confirm the destination and plan size you need, before purchasing — see eSIM Service Terms § Supported Devices. Because eSIM profiles are unique digital products delivered instantly, this reduces the chance you'll need a refund at all.

Unused eSIM (Not Installed)

If you haven't installed the eSIM profile at all, you're generally eligible for a full refund, requested within a reasonable period of purchase (typically within 14 days, unless the plan's validity window shown at checkout is shorter). Once an eSIM profile has been installed, it's no longer eligible under this section — see Activated eSIM.

Activated eSIM

Once an eSIM profile has been installed on your device, the eSIM/profile component itselfis non-refundable, subject always to any rights that cannot legally be excluded. This is because the eSIM profile has been issued and consumed for that device and cannot be returned to BrisqNet's available inventory once installed — it isn't simply that the product has been "used", but that the underlying profile can no longer be reissued to anyone else at all.

This does not mean your whole BrisqNet account or every purchase on it becomes non-refundable — a data package is a separate component from the eSIM it's attached to, and may still be eligible for a refund under Partially Used Plans below, even after the eSIM itself has been installed. Exceptions relating to the eSIM/profile component specifically are described in Service Outages, Network Provider Issues, and Compatibility Issues below.

Partially Used Plans

A data package is separate from the BrisqNet eSIM it's attached to. Outside of the scenarios described elsewhere in this policy — such as a fault on our side or our network partner's side (see Service Outages and Network Provider Issues) — we don't offer refunds for the unused portion of a data package once it has been activated and some data has been consumed. This protects the pricing model that keeps plans affordable for everyone; it does not affect whether the eSIM/profile component itself is refundable, which is governed separately by Activated eSIM above.

Where an eligible package refund is approved, that specific data package will be cancelled/terminated and remaining access under it will cease. Your BrisqNet eSIM itself is not affected by an approved package refund — it remains active in your account, and you're free to buy another package for the same eSIM whenever you next need data. We do not refund the eSIM/profile component merely because a package on it is refunded.

Cancellation Before Activation

You may cancel and request a refund for an order any time before the eSIM has been installed/activated, subject to the Unused eSIM timeframe above.

Cancellation After Activation

Once activated, an order generally can't be cancelled for a refund, for the reasons described in Activated eSIM. If your circumstances are unusual (for example, a cancelled trip discovered within minutes of activation and before any data was used), contact support — we review these case by case.

Accidental Purchase

If you purchased the wrong plan or destination by mistake and haven't installed the eSIM, tell us as soon as possible at support@brisqnet.comwith your order reference — we'll typically refund or exchange it for the correct plan under the Unused eSIM terms.

Duplicate Purchase

If you were charged more than once for the same plan due to a checkout or payment error, we'll refund the duplicate charge in full once verified. Contact support with both order references.

Compatibility Issues & Unsupported Devices

If, after purchase, you discover your device genuinely doesn't support eSIM or is carrier-locked in a way that prevents installation, and the eSIM has notbeen successfully installed, we'll refund the order. If the eSIM wasinstalled and later found to have compatibility problems, contact support with details — we'll investigate and refund where the issue is confirmed to be device incompatibility rather than a user error during setup, provided little or no data was consumed.

Service Outages

If a BrisqNet-side technical fault prevented you from installing, activating, or using a plan you were otherwise entitled to use, we'll refund or credit the affected portion once we've confirmed the fault. Please report outages promptly so we can investigate while the issue is diagnosable.

Network Provider Issues

BrisqNet doesn't operate the mobile networks your eSIM connects to abroad; coverage depends on partner network operators in each destination (see eSIM Service Terms § Zero Liability for Local Operator Outages). Where we can confirm a sustained partner-network failure genuinely prevented usable service in a destination BrisqNet advertised as covered, we'll consider a refund or credit for the affected period, at our discretion and based on what we can verify with the network partner. Normal local variation in speed or signal strength is not an outage — see eSIM Service Terms § Speed Variation.

Fraud

If we determine that an order was made fraudulently — for example, using stolen payment details — we will not process a refund to the person who placed the order, and we'll take steps to secure the account, reverse any resulting Gift Data or BrisqMiles activity, and cooperate with the legitimate cardholder and payment provider as required by law.

Chargebacks

If you dispute a charge directly with your bank or card issuer (a chargeback) instead of contacting BrisqNet first, we'll respond to the chargeback with the evidence available to us (order, delivery, and usage records). We ask that you contact us first wherever possible — it's almost always faster than a chargeback. Repeated or abusive chargebacks, including disputing legitimately delivered and used plans, may result in account suspension under our Acceptable Use Policy.

How Refunds Are Paid

Approved refunds are returned to the original payment method used at checkout. Processing times depend on your bank or card issuer, typically within 5–10 business days of approval.

How to Request a Refund

Email support@brisqnet.com or call +234 815 024 5529 with your order reference and a short description of the issue. We aim to respond within a reasonable timeframe and will let you know if we need more information to assess your request.

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