Refund Policy

• You are eligible for a refund only if your eSIM has not been activated and no data has been used.

• Refund requests must be submitted prior to any eSIM activation or data usage.
• For purchases made via Xendit using QRIS, an additional condition applies: the refund request must be submitted within 7 calendar days from the date of purchase. Refund requests submitted after this period will not be eligible for processing.
• The previous check-in requirement has been completely removed. All eSIM QR codes are now automatically delivered upon successful purchase.

To request a refund, you may choose one of the following methods:

Contact our Customer Support team by:

• 📧 Email: help@superalink.com

Please include the following details in your email:

• Order number
• ICCID
• Reason for the refund request
• Confirmation that the eSIM has not been activated and no data has been used

If the purchase was made via Xendit (QRIS), please ensure that the request is submitted within 7 calendar days from the date of purchase.

Our team will verify your eSIM status before initiating the refund process.

Alternatively, you may submit a request via our official refund form:

• https://www.superalink.com/form-refund

Refunds will not be granted if any of the following apply:

• The eSIM has been activated
• Any data usage has occurred, including partial usage
• The service period has expired due to user inaction or delay
• The purchase was made accidentally after the QR code was already delivered
• For purchases made via Xendit using QRIS, the refund request is submitted more than 7 calendar days after the purchase date

• Activation or usage of the eSIM is considered acceptance of the service.
• The 7-calendar-day refund deadline applies only to purchases made via Xendit using QRIS.

If you believe you have a valid case despite not meeting the standard conditions (e.g., QR code was delivered but never scanned), you may still contact Customer Support.

All such cases will be evaluated manually and individually.

Supera Link reserves the right to approve or deny any exception request based on internal review.

If your device is determined to be incompatible with our eSIM services, you may be eligible for a refund only if not activated the eSIM or used it.

You must provide proof of incompatibility (e.g., screenshots or technical documentation) to support your request.

Refunds will not be issued for purchases that are deemed fraudulent or unauthorized.

If you suspect unauthorized activity on your account, please notify our support team immediately.

If you believe you were charged incorrectly, please contact us as soon as possible.

For purchases made via Xendit using QRIS, any claim relating to a refundable payment issue must be submitted within 7 calendar days from the transaction date.

For purchases made through other payment methods, incorrect charge claims will be handled in accordance with the applicable provisions of this Refund Policy and any relevant payment provider.

Please include the following details:

• full transaction details;
• the reason for the dispute; and
• the amount you believe should have been charged.

All such cases will be reviewed by our billing team and handled accordingly.

Approved refunds will be processed through the original payment method used for the purchase.

Processing times may vary depending on your financial institution or payment provider and may take up to 30 business days.

For purchases made via Xendit using QRIS, approved refunds can only be processed if:

• the refund request is submitted within 7 calendar days from the date of purchase; and
• all other refund eligibility conditions under this Refund Policy are satisfied.