Refund Policy


Refund Policy

Effective Date:  30-01-2018

This Refund Policy outlines the conditions under which refunds may be issued for products and services provided by Slow Boat Pty Ltd (“Slow Boat”, “we”, “us”). By purchasing any of our products or services, you (“Customer”) agree to the terms set forth in this policy.


1. Eligibility for Refunds

Refunds are available under the following circumstances:

  1. Defective Products: If an eSIM or physical SIM card provided by Slow Boat is confirmed to be defective and unable to function as intended, Customers are eligible for a refund or replacement. Proof of defect is required.

  2. Activation Issues: If a product cannot be activated due to a fault on our end or the network provider’s end, and no solution can be provided within a reasonable timeframe, a refund may be issued.

  3. Duplicate Transactions: Refunds will be issued for duplicate charges caused by errors in our payment system or third-party processors.

  4. Non-Delivery: If a physical SIM card is not delivered within the estimated delivery timeframe, and tracking confirms it was not received, a refund may be issued after investigation.

  5. Cancellation Before Activation: Customers may request a refund if they cancel their purchase before the product has been activated or used.


2. Non-Refundable Circumstances

Refunds will not be provided under the following circumstances:

  1. Activated Products: Once an eSIM or physical SIM card has been activated or used, it is no longer eligible for a refund.

  2. Customer Errors: Refunds will not be issued for issues arising from incorrect installation, device incompatibility, or misconfiguration by the Customer.

  3. Change of Mind: Refunds are not available for Customers who decide not to use the product after purchase without valid technical reasons.

  4. Network Issues Beyond Control: Slow Boat is not responsible for disruptions, slow speeds, or coverage issues caused by third-party network providers and cannot issue refunds in such cases.


3. Refund Process

  1. Request Submission: Customers must submit a refund request via email to service@slowboat.com.au, providing the order number, proof of purchase, and a detailed explanation of the issue.

  2. Review Timeline: Refund requests will be reviewed within 7 business days of submission. Additional information may be requested during the review process.

  3. Resolution: Upon approval, refunds will be processed back to the original payment method within 10 business days.

  4. Replacement Option: In certain cases, Slow Boat may offer a replacement product instead of a refund, subject to Customer agreement.


4. Additional Terms

  1. Inspection Period: Customers must inspect the received product within 7 business days to ensure it is in proper condition. Any defects must be reported within this period.

  2. Batch Issues Replacement: If a product batch issue occurs within its validity period, Slow Boat will replace the product free of charge.

  3. Product Face Value Assurance: Slow Boat guarantees that the face value of the product matches the purchased amount. However, the contents of the product plan are subject to change based on the operator's official website.

  4. Service Plan and Activation Changes: Any changes related to the product's service plan, activation process, or usage must adhere to the operator's official website guidelines.

  5. No Liability for Operator Changes: Slow Boat is not responsible for any losses incurred by the buyer due to changes in operator product information.

  6. No Returns or Exchanges Without Quality Issues: Once a product is sold, it is non-refundable and non-exchangeable unless a quality issue is identified as per the terms above.


5. Confidentiality

  1. Customer Information: All personal and transactional information provided during the refund request process will be treated as confidential. Slow Boat will only use this information to process refunds or replacements and for internal record-keeping.

  2. Data Protection: Slow Boat implements strict measures to protect Customer data in compliance with applicable privacy laws. No Customer information will be shared with third parties, except as necessary for refund processing or as required by law.


6. Contact Us

For refund-related inquiries, please contact our support team at:

  • Email: service@slowboat.com.au

We are committed to resolving refund requests fairly and efficiently to ensure Customer satisfaction.


Slow Boat Pty Ltd reserves the right to update or modify this Refund Policy at any time. Customers will be notified of significant changes through our website or direct communication. Continued use of our services constitutes acceptance of the revised policy.