An e-SIM is a digital product delivered immediately after payment, so it is not covered by the right of withdrawal (Pre-Information Form, section 7). This policy explains when the price is refunded. It does not limit your rights under Turkish Consumer Protection Law No. 6502.
Full refund
- Payment was taken but the e-SIM was not delivered within 24 hours.
- The e-SIM cannot be installed or cannot connect at all because of a fault on our side or our infrastructure provider’s, and support cannot fix it within a reasonable time.
- We have told you that the service cannot be performed.
- You were charged twice for the same order (the excess amount).
Defective service
If a plan does not match what its plan page states (for example it does not work at all in the stated country, or the promised data allowance is not provided), article 15 of Law No. 6502 lets you choose to have the service provided again, a price reduction proportionate to the defect, or to terminate the contract and get your money back.
No refund
- A change of mind after purchase, even if the e-SIM has not been installed or used.
- The device does not support e-SIM or is carrier-locked (you confirm you have checked this before ordering).
- The plan expires, or data is left unused, after the e-SIM has been installed and used.
- You deleted the installed e-SIM or shared the installation details with someone else.
- Speeds lower than expected because of normal local network conditions.
None of these cases removes your refund rights above where there is a defect or fault on our side.
How to request
Contact us through the support section of your account page, at support@adonis.net.tr, or on +90 554 489 70 79, with your order number and a description of the problem. We may ask for a screenshot or your device model so we can fix it. We reply within 3 business days at the latest.
How refunds are paid
Approved refunds are initiated within 14 days of approval at the latest, to the card used for payment and in the currency paid, with no deduction. Depending on your bank, the refund usually takes 2–10 business days to appear. The e-SIM on a refunded order is deactivated.
If you disagree
If your request is refused or you are not satisfied with the outcome, you can apply to the Consumer Arbitration Committee or the Consumer Court (Pre-Information Form, section 10).