Travel internet

Dear users, please review the product descriptions available on the company’s website and the Terms of Service. If you continue to experience a lack of mobile service on your SIM-card and do not wish to continue using the mobile services, please see our Refund Policy below:

I. MOBILE SERVICE ISSUES NOT UNRESOLVED WITHIN 48 HOURS:

If your SIM-card (physical SIM-card or eSIM) is unable to connect to a mobile network (provided that your device settings allow mobile data roaming,network and operator selection, and there are no legal telecommunication restrictions in the county where you are located) and your connection has not been restored within 48 hours from the time you contacted Technical Support via email or support chat, then following conditions apply:

The 48-hour period will be suspended if the customer fails to respond to messages from the Technical Support representative or does not follow the instructions provided by our team.

In the circumstances described above the customer must:

  • Submit a request for the return of the physical SIM-card or the deactivation of the eSIM, and reimbursement of any remaining account balance by emailing help@birka.uk

  • Upon receiving customer’s request for the return of the physical SIM card, deactivation of the eSIM and refund of the remaining account balance, the company will send the customer a confirmation request regarding the SIM card return,within 72 hours
  • If the client confirms this request by replying to the confirmation email, the company shall:
    1. deactivate the SIM card and terminate any and all services;
    2. refund the cost of the SIM card along with the remaining account balance, within the following 14 business days.

II. SIM-CARD NOT ACTIVATED NOR USED:

If the customer has purchased, paid for,and received a SIM card but has not opened the SIM card packaging or activated the eSIM, the customer may return the product and request a refund for the cost of the SIM card along with any remaining account balance.

  • In this case, the customer must submit a request to help@birka.uk within 14 days of receiving the SIM card, requesting the return of the product and reimbursement of the purchase price along with any remaining account balance.

  • Upon receiving customer's request for the return of the SIM card, reimbursement of the SIM card purchase price, and refund of any remaining account balance, the company will send the customer a confirmation request regarding the SIM card return and refund, within 72 hours.
  • If the customer confirms the return of the SIM card, reimbursement of the SIM card purchase price, and refund of any remaining account balance by replying to the confirmation email, and indicates that they do not wish to continue using the company's services in the future, the company shall:
    1. deactivate the SIM card, any associated service package, and cease providing all services;
    2. refund the cost of the SIM card along with the remaining account balance, within the following 14 business days.

III. PURCHASED ROAMING MOBILE DATA PACKAGES NOT ACTIVATED OR USED

If the customer has not activated or has not used, either partially or in full, a purchased roaming data package, the customer may request a refund of the package purchase price by notifying the company at help@birka.uk

  • Upon receiving customer's refund request, the company will send a request to confirm the reimbursement for the cost of the package, within 72 hours.

  • Once the customer confirms the refund by replying to the above mentioned request, the company shall:
    1. deactivate the package;
    2. refund the cost of the package, within the following 14 business days.

IV. GENERAL REFUND POLICY:

  • Approved refunds issued by the company will be processed within 14 business days;

  • For refund requests related to SIM cards, packages, or other services, the company will first return the refunded amount to the customer’s account balance. A refund to the original payment method will only be made upon the customer’s specific request.
  • Bonus funds credited by the company (i.e., funds not previously deposited by the customer) are non-refundable to the original payment method and may be used solely for the purchase of the company’s services, within their validity period.
  • Refunds are issued only to the same payment option used by the customer to make the payments to the company. If the customer requests a refund to an alternative payment method, the customer will be required to complete an identity verification process and provide passport and address details, as well as proof of payment.
  • The company will not be issuing a refund if:
    1. When changing the payment method, the customer refuses to complete the identity verification process, provide passport details, or verify ownership of the payment method.
    2. A refund is requested for services that have already been provided, including the delivery of a physical SIM card.
    3. The customer requests a refund for SIM cards provided free of charge (gifted) by the company.
    4. The customer requests refunds for SIM cards, account top-ups, or service packages after failing to properly review the service description and Terms of Use on the company’s website, namely:
      1. Incorrectly assumed that the SIM card (by default) provides a virtual number with guaranteed SMS and voice services.
      2. Assumed that the SIM card guarantees registration in third-party social networks, messaging applications, or banking services.
      3. Assumed that the eSIM was one-time use only and deleted it from their device.
      4. Similar cases.
    5. The lack of mobile internet while roaming is directly caused by the customer’s device settings.
    6. The lack of mobile internet while roaming results from legal restrictions imposed by the authorities of the country of stay.
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