Refund Policy

Refunds are not available once the activation credentials have been revealed (including copied, scanned, downloaded, or used to install) or the eSIM profile has been installed, activated, or connected to a carrier network, except where required under applicable law. Statutory consumer rights remain unaffected where they apply.

Where the eSIM profile has not been installed, activated, or connected to a carrier network, a refund may be available under the statutory withdrawal right within 14 days of purchase. Each request is reviewed manually. Approval is not automatic.

Installation or activation of the eSIM profile may immediately allocate carrier resources and operational capacity.

LL-DC – Diaspora Connect is an online-only service based in Switzerland. Plans are delivered electronically as eSIM profiles. Once Stripe confirms payment, the installation pack — same-device installation, the activation QR code, and the manual setup details — is made available in your account, with a confirmation email also sent.

Refunds are not available once the activation credentials have been revealed (including copied, scanned, downloaded, or used to install) or the eSIM profile has been installed, activated, or connected to a carrier network, except where required under applicable law. Statutory consumer rights remain unaffected where they apply.

Installation or activation of the eSIM profile may immediately allocate carrier resources and operational capacity.

The validity period of a Plan begins at activation and runs continuously. Validity cannot be paused, stopped, or extended.

Under EU Directive 2011/83/EU Article 16(m), the 14-day right of withdrawal does not apply to digital content once supply has begun with the customer's prior express consent, which is collected at checkout.

A refund is not automatic. Each request is reviewed individually, on its merits, together with the activation and usage records of our telecommunications partner.

The provisioning, issuance, installation, or first interaction of an eSIM profile with carrier infrastructure may remove an order from automatic refund eligibility and require manual review.

Where carrier resources, provisioning capacity, or network allocation have already been consumed, refunds may be restricted, delayed, or refused where permitted under applicable law.

Refunds may be considered in the following specific situations:

• Service not delivered — the eSIM installation pack was never received because of a confirmed technical error on our side.
• Activation failure on our side — the eSIM profile cannot be activated due to a confirmed provisioning defect, and no working replacement can be issued within a reasonable time.
• Unused pre-activation order — the eSIM has not been installed, activated, or connected to a carrier network, and the request is submitted within 14 days of purchase.
• Duplicate or mistaken purchase — a clearly duplicated order, flagged promptly, where no eSIM from that order has been installed, activated, or connected to a carrier network.

Outcomes may take the form of a full refund, a replacement eSIM, or a change of Plan, at our reasonable discretion.

Refunds are not available in the following situations:

• the eSIM has been installed, activated, or connected to a carrier network, and the Plan performed as described;
• the data allowance has been partly or fully used and the Plan performed as described;
• the validity window has elapsed;
• service performance reflected applicable network-protection measures, as described in our Terms;
• variable coverage or speed caused by local conditions, indoor environments, the device, roaming settings, or the local network operator rather than by a defect on our side;
• the device is incompatible or SIM-locked, and the eSIM was nevertheless installed, activated, or connected to a carrier network;
• use in a country not covered by the Plan purchased;
• breach of the fair-usage or acceptable-use rules in our Terms.

Protection against abuse. A refund request may be refused — even where one of the eligibility conditions would otherwise apply — in cases of bad faith, misuse, or abuse of this policy. This includes, without limitation, repeated refund-and-reorder cycles on the same device or account, requests submitted after substantial use of the service, claims inconsistent with our telecommunications partner's activation or usage records, chargeback attempts pursued in parallel with a refund request, and any fraudulent or manifestly unfounded claim. Where such behaviour is identified, we reserve the right to decline the refund, to cancel the Plan without further refund, and to refuse future orders. This paragraph does not limit statutory rights as a Consumer where they apply.

eSIM functionality depends on device hardware, firmware, and any carrier restrictions placed by the original seller (SIM-locking, region-specific limitations, firmware versions without eSIM support). Verification of device compatibility before purchase is the customer's responsibility. We publish a Compatibility page for this purpose.

Refunds are not available for incompatible or SIM-locked devices once the eSIM profile has been installed, activated, or connected to a carrier network, except where required under applicable law.

Swiss law does not provide a statutory right of withdrawal for distance contracts. As a goodwill commitment, LL DC offers a 14-day refund window for unused, pre-activation eSIM purchases — see § Eligibility above. This goodwill window does not apply once the eSIM profile has been installed, activated, or connected to a carrier network, the customer having given prior express consent at checkout to begin supply of the digital content.

To exercise the withdrawal right, email support@ll-dc.app with the order reference. A standard withdrawal form is available on request.

Email support@ll-dc.app and include:

• the order reference (from the confirmation email);
• the email address used at checkout;
• a short description of what happened;
• any evidence to share with our telecommunications partner (error messages, screenshots, timestamps, country of use).

Investigations with our telecommunications partner can require additional time. We aim to respond within 24 hours during normal business operating periods. Response times may be longer during weekends, public holidays, major outages, or periods of unusually high request volume.

Once approved, refunds are issued through Stripe to the original payment method used at checkout. We do not refund to a different card or account. Settlement timing depends on the bank or card network and typically falls within 5–10 business days; in some cases this can take longer. This timing is set by the banking system and is outside our direct control.

This policy describes how refunds are handled in practice. It does not limit statutory rights as a Consumer — including rights under the EU Consumer Rights Directive (2011/83/EU) and the Digital Content Directive (2019/770). Where those rights grant more than this policy, the stronger right applies.

Nothing in this policy creates any guarantee of service performance or compatibility beyond what is described in our Terms & Conditions.

Refund enquiries: support@ll-dc.app. For formal legal correspondence, write to legal@ll-dc.app.

Full company identification is provided in our Imprint.