We have a complaints policy in place to ensure all of our customers are treated fairly and equally. We ensure that complaints are resolved in a timely and satisfactory manner.

Our complaints procedure is essential to maintain good customer relationships and ensure that issues are addressed promptly and fairly. If you have a complaint, do not hesitate to follow the procedure outlined below to ensure that your concerns are heard and addressed.

Complaint Procedure

1. Contact us - - The first step in making a complaint is to contact us directly. This can be done through our help centre DataMagic Support, where a support ticket will be raised to our customer service team. Explain the problem you are experiencing and what you would like us to do to resolve it.
2. Complaint acknowledgment - - We will acknowledge your complaint and will request any additional information required to investigate the issue.
3. Investigation - - We will investigate the issue thoroughly. This may involve gathering additional information or speaking to other parties involved. We will keep you updated on progress and any relevant findings.
4. Resolution - Once we have investigated the issue, a resolution will be offered. This may involve a replacement eSIM, offering a full or partial refund, or an alternative suggestion if the issue is not eSIM related. The resolution will be fair and reasonable based on the circumstances of the complaint.