Refund Policy

You are eligible for a refund only if:

• your purchase is a new eSIM plan;
• the eSIM has not been activated; and
• no data has been used.

eSIM Top-up and Extend / Validity Extension purchases are non-refundable.

• Refund requests must be submitted prior to any eSIM activation or data usage.
• For purchases made via Midtrans using QRIS, the refund request must be submitted within 7 calendar days from the date the payment is successfully settled.
• For purchases made via Midtrans using GoPay, the refund request must be submitted within 45 calendar days from the date the payment is successfully settled.
• For historical purchases made via Xendit using QRIS, the refund request must be submitted within 7 calendar days from the date of purchase.
• The previous check-in requirement has been completely removed. All eSIM QR codes are automatically delivered upon successful purchase.

Midtrans currently supports GoPay refunds up to 45 days after settlement. For QRIS acquired through GoPay, its published maximum is 45 days for on-us transactions and 7 days for off-us transactions.

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

Contact our Customer Support team by:

• Email: help@superalink.com
• WhatsApp: +62 895-3087-6567

Please include the following details:

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

Please also make sure your request is submitted within the applicable payment-method deadline:

• Midtrans QRIS: within 7 calendar days after payment settlement
• Midtrans GoPay: within 45 calendar days after payment settlement
• Historical Xendit QRIS: within 7 calendar days from the purchase date

Our team will verify your eSIM and transaction 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 purchase is an eSIM Top-up.
• The purchase is an eSIM Extend / Validity Extension.
• 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 Midtrans using QRIS, the refund request is submitted more than 7 calendar days after payment settlement.
• For purchases made via Midtrans using GoPay, the refund request is submitted more than 45 calendar days after payment settlement.
• For historical 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.
• Top-up and Extend purchases are non-refundable even if the additional data or extended validity has not yet been used.
• The 7-calendar-day limit applies to Midtrans QRIS and historical Xendit QRIS transactions under their respective conditions.
• The 45-calendar-day limit applies to Midtrans GoPay transactions.

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.

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

Successfully completed Top-up and Extend purchases remain non-refundable.

If a Top-up or Extend transaction was duplicated, incorrectly charged, or was not successfully applied despite successful payment, the case may instead be reviewed as a transaction issue under Section 7 - Incorrect Charges.

If your device is determined to be incompatible with our eSIM services, you may be eligible for a refund only if:

• the purchase is a new eSIM plan;
• the eSIM has not been activated; and
• no data has been used.

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

Device incompatibility does not make a successfully completed Top-up or Extend purchase eligible for refund.

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.

This includes cases such as:

• duplicate charges;
• incorrect transaction amount;
• payment completed but the purchased service was not successfully applied;
• duplicate Top-up or Extend transaction;
• successful Top-up or Extend payment where the additional data or validity was not applied.

Please include the following details:

• Full transaction details
• Order number
• Reason for the dispute
• Amount charged
• Amount you believe should have been charged
• Supporting evidence where available

For payment-related claims:

• Midtrans QRIS: please submit the request within 7 calendar days after payment settlement.
• Midtrans GoPay: please submit the request within 45 calendar days after payment settlement.
• Historical Xendit QRIS: please submit the request 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 the relevant payment provider.

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.

Approved QRIS refunds can only be processed if:

• the refund request is submitted within 7 calendar days after payment settlement; and
• all other refund eligibility conditions under this Refund Policy are satisfied.

According to Midtrans's current published SLA:

• QRIS paid using GoPay / on-us transactions may be returned within up to 1×24 hours after the refund request is processed.
• QRIS paid through another participating bank or payment provider / off-us transactions may take approximately 15–20 working days after the refund request is processed.

Approved GoPay refunds can only be processed if:

• the refund request is submitted within 45 calendar days after payment settlement; and
• all other refund eligibility conditions under this Refund Policy are satisfied.

According to Midtrans's current published SLA, GoPay refunds may be returned within up to 1×24 hours after the refund request is processed.

For purchases originally processed through 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.

This preserves the condition currently published in Superalink's existing Refund Policy for Xendit QRIS transactions.

Actual processing times may vary depending on the payment provider, issuing bank, e-wallet, and financial institution.

The timelines above represent the payment provider's expected processing time and do not guarantee that funds will always appear within exactly that period.