Coral eSIM

Refund Policy for Sales Partners

Last Updated: December 1, 2025

This Policy stipulates the conditions under which Boring LLC (hereinafter referred to as "The Company") provides refunds, compensation, or replacements to a sales partner that purchases and resells the Service (hereinafter referred to as "The Partner") regarding the eSIM services purchased and resold via API or other means.

1. Definitions

  • The Product: The eSIM profiles and related data provided by The Company to The Partner.

  • Technical Failure: A state in which The Product cannot be used due to reasons attributable to The Company or the telecommunications carrier, such as network failures of the carrier, platform failures of The Company, or provisioning errors.

2. Basic Principles

Refunds and compensation under this Policy shall be conducted based on the following principles:

  • Pass-Through Principle: The Company shall provide compensation to The Partner only to the extent that a refund or compensation is admitted by the upstream provider (MNO/MVNO/Carrier). If the upstream provider refuses compensation, The Company assumes no obligation to compensate The Partner.

  • No Refund Principle: Except as provided in the Pass-Through Principle above and Section 3 of this Policy, no refunds or price reductions shall be made for any reason.

  • Verification and Investigation: Even in cases automatically determined as "Non-Refundable" by our system, The Company will investigate the matter only if The Partner submits the verification data requested by The Company (logs, screenshots of error messages, device information, etc.). If the investigation results in the upstream provider admitting compensation, or if a cause attributable to The Company is confirmed, the case will be treated as an exception eligible for compensation.

  • Priority on Replacement: In the event that a Technical Failure is certified, The Company reserves the right to prioritize the re-issuance of an equivalent product (provision of a new ICCID) over monetary reduction or refund.

3. Cases Eligible for Refund/Compensation

Deductions from the billed amount (equivalent to a refund) apply only if the case falls under the following categories and is approved by The Company.

A. Upstream-Approved Technical Failure (Pass-Through)

  • Condition: It is confirmed through verification by The Company or the upstream provider that The Product has a technical defect (e.g., provisioning failure, inability to install), and the upstream provider has approved the refund.

  • Remedy: The relevant order will be excluded from billing, or the billed amount will be deducted, in accordance with the upstream provider's compensation conditions.

B. Billing Error / Duplicate Issuance (System Bug)

  • Condition: Double billing or duplicate issuance for the same order occurs due to a system failure on The Company's side.

  • Remedy: The full amount of the duplicate charge will be deducted from the billing amount.

Note regarding cancellation of unactivated eSIMs: The previous provision allowing cancellation of unactivated devices (refund excluding fees) has been abolished. Unless cancellation (refund) is permitted by the upstream provider's policy, the order is not eligible for a refund regardless of its activation status.

4. Cases Ineligible for Refund

Based on the Basic Principles, the following cases where the upstream provider does not admit compensation are considered the responsibility of the End User or The Partner. Generally, these are not eligible for deduction or compensation, and the standard fees will be billed.

  • Insufficient Verification Data: Failure to submit logs, screenshots, or other evidence requested by The Company for investigation.

  • Cancellation After Use: Cancellation of products that have already been activated (data usage of 1 byte or more has occurred, or the eSIM is installed).

  • End User Environment Factors: Incompatibility of the device with eSIM, SIM lock not removed, frequency band mismatch, incorrect APN settings, or other configuration errors.

  • Connectivity Environment Factors: Outside service area (out of coverage), poor signal in specific locations (indoors, underground, etc.), or dissatisfaction with speed restrictions due to the Fair Usage Policy (FUP).

  • Personal Reasons: Reasons such as "Trip cancelled" or "Purchased the wrong product."

  • Expired Application Deadline: Failure to apply within the deadline stipulated in Section 5 of this Policy.

5. Application Procedures and Deadlines

  • Application Deadline: The Partner must submit a request via the method prescribed by The Company within 7 days from the date of the incident or the date of the report from the End User.

  • Required Information (Mandatory for Investigation):

    • eSIM ICCID

    • Order ID

    • Device Information (Model Name, OS Version)

    • Details of the incident and date/time of occurrence

    • Evidence Images (Screenshots): Error screens, settings screens, mobile data screens, etc.

    • Log Data: Device logs, etc., if deemed necessary by The Company.

    • Note: Under Section 2, Paragraph 3, if this information is not submitted, no investigation or refund will be conducted.

  • Review Period: In principle, a preliminary response will be provided within 5 business days of receiving the application.

6. Settlement Method

Approved refunds/compensations will be adjusted (offset) on the monthly invoice as follows:

  • Approval Within the Current Month: If the order and refund approval occur within the same billing closing period, the relevant order will be excluded from the billing statement (or recorded as a negative amount), and treated as if no charge had been incurred from the beginning.

  • Approval in Subsequent Months: If the refund is approved after the invoice has been issued, the approved amount will be deducted (offset) from the invoice amount for the month of approval (or the following month).

  • Carryover Processing: If the deduction amount exceeds the total billing amount for the current month, the excess amount will be carried over to the next month's billing for offset. In principle, cash refunds will not be made.

7. Handling of Chargebacks

Even if an End User initiates a chargeback (payment dispute) through a credit card company, The Company will bill The Partner the standard fee for the relevant order unless it is proven that the cause is attributable to The Company or is a failure admitted by the upstream provider.

8. Others

  • Price Fluctuation: The Product may be subject to Dynamic Pricing. No retroactive adjustments will be made for price differences based on price fluctuations after the order is confirmed.

Governing Law and Jurisdiction:

The interpretation of this Policy shall be governed by the laws of Japan. The Tokyo District Court shall have exclusive jurisdiction as the court of first instance for any disputes related to this Policy.