Zebra eSIMZebra eSIM · Legal
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Our terms, privacy practices and refund rules, in one place.
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English is the authoritative text, subject to mandatory legal protections.
英文為正式主文，中文為參考譯文。強制性法定保障仍適用。
Terms and Conditions
Purchases, compatibility, activation, data usage and your rights under Wyoming law.
Read the terms →Privacy Policy
Information we handle, providers, AI-assisted support, retention and your privacy choices.
Read the privacy policy →Company and contact
Zebra eSIM is operated by WISE INTERNATIONAL LLC, a limited liability company registered in Wyoming, United States. Contact: support@zebraesim.com. Mailing address: 1021 E Lincolnway Unit 1588, Cheyenne, Wyoming 82001, United States.
Our legal documents are written in English, with Chinese reference translations. Mandatory consumer and privacy rights remain applicable regardless of language or governing law.
中文參考 · 公司與聯絡方式
Zebra eSIM 由在美國 Wyoming 州註冊的有限責任公司 WISE INTERNATIONAL LLC 營運。聯絡信箱：support@zebraesim.com。 郵寄地址：1021 E Lincolnway Unit 1588, Cheyenne, Wyoming 82001, United States。
法律文件以英文為正式主文，中文為參考譯文。強制性消費者與隱私權利不受語言或準據法選擇排除。
Cancellation and refunds
1. Ordinary cancellation
General cancellation must be requested within 30 × 24 hours after successful payment. The eSIM must be uninstalled, unused and eligible under its product conditions. Submission time determines timeliness; processing delays do not invalidate timely requests. Stop installation/use after requesting cancellation. A request is not approval; disputed records require human review.
中文參考 · 1. 取消與退款規則
一般取消：付款成功後 30 × 24 小時內提交，須未安裝、未使用並符合該商品的取消條件。以提交時間判斷期限，處理延遲不使及時申請失效。提交後請勿繼續安裝或使用；申請不等於核准，紀錄爭議由人工查核。
2. Review and confirmation
General cancellations require confirmed eSIM cancellation and completed refund-fund checks before refunds or credit are processed. If unconfirmed after 24 hours, escalate to a person and provide a progress update rather than automatically reject. Cancellation does not confirm a card refund. Hiding a QR does not establish that saved credentials are revoked.
中文參考 · 2. 取消與退款規則
一般取消須確認 eSIM 已取消並完成退款款項核對後，才執行退款或 credit。超過 24 小時未確認則轉人工並通知進度，不自動拒絕。取消完成不等於信用卡已退款，隱藏 QR 也不等於已保存的安裝憑證失效。
3. Original-source refunds and the cancellation fee
Original-source refunds deduct the greater of US$3.50 or the actual original processing fee allocated to the refunded portion, per request, capped at the external-payment principal being refunded. Original credit returns to credit without a fee. Disclose principal, fee, net external refund and credit before confirmation. Missing fee evidence requires review, not a zero estimate.
中文參考 · 3. 取消與退款規則
原付款來源退款：每次申請從外部付款應退金額扣除 US$3.50，或該退款部分分攤的實際原交易處理費，取較高者；不超過本次外部付款應退本金。原 credit 部分退回 credit，不扣費。確認前列明本金、扣費、原路實退與 credit。費用資料不明時先人工查核，不估算為零。
4. One request, one fee
Technical retries or split processing of one request do not incur repeat fees. Multiple cards from one order in a single request count once; separate requests may incur separate fees. This is a merchant cancellation fee, not an additional Stripe charge to the customer. No fee applies where prohibited by law.
中文參考 · 4. 取消與退款規則
同一申請的技術重試或分批處理不重複收費；同訂單多卡合併申請視為一次，分次申請可分次收費。此為商家取消費，不表示 Stripe 另向客人收費。法律不允許扣費的案件不扣費。
5. Voluntary store credit
Customers may voluntarily choose full store credit without a cancellation fee. Credit has no expiry and belongs to the original purchasing account; it cannot be transferred, withdrawn or converted to an original-source refund after posting, except where law requires otherwise. Never preselect or automatically convert to credit, even when a net external refund would be zero. Eligible refunds of new credit-funded orders return to credit.
中文參考 · 5. 取消與退款規則
可自願選擇全額站內 credit，不扣取消費、無到期日，只限原購買會員使用，不可轉讓、提領或於入帳後改為原路退款，法定例外優先。不得預選或自動轉 credit；原路實退為零時仍由客人選擇。credit 購買的新訂單符合退款條件時退回原 credit。
6. Changing a choice and linked top-ups
Contact support before execution to ask whether a choice can change. Do not switch after credit is posted or a refund submitted. Cancelling a profile may also cancel attached top-ups; all affected orders and amounts must be shown first.
中文參考 · 6. 取消與退款規則
退款執行前可聯絡客服查詢能否變更選擇；credit 入帳或原路退款提交後不得自行切換。取消同卡附加包可能影響多筆訂單，須先列明所有連帶 top-up 與金額。
7. Service faults and issuance failures
Verified service faults or issuance failures receive a full refund without a cancellation fee. After an issuance failure is confirmed, offer a choice; without a choice within 24 hours, return funds to their original sources. Original credit in mixed payments returns to credit.
中文參考 · 7. 取消與退款規則
核實服務故障或發卡失敗提供全額退款，不扣取消費。發卡失敗確認後提供方式選擇，24 小時未選則按原付款來源退回；混合付款的原 credit 部分退回 credit。
8. Force majeure
Force majeure directly affecting travel/use requires evidence and human approval. Approved cases receive a full original-source refund or voluntarily chosen full credit without a fee; the company remains responsible for the approved refund. General cancellation ends after 30 days; fault, force-majeure and statutory rights remain.
中文參考 · 8. 取消與退款規則
不可抗力直接影響行程或使用，證據充分並經人工核准後，全額原路退款或由客人自願選全額 credit，不扣費；公司仍履行已核准的退款責任。超過 30 天不接受一般取消，但故障、不可抗力及法定權利保留。
9. Ownership and refund progress
The original purchasing account submits refund requests and evidence. Gifts/resale do not restart deadlines or authorize refunds to third parties. Processing/submitted does not mean the bank has credited funds. Definite failures require human follow-up while preserving the liability and original choice, without unilateral credit conversion.
中文參考 · 9. 取消與退款規則
退款與證據由原購買會員辦理；贈送或自行轉售不重算期限，退款不給第三人。退款處理中或已提交不代表銀行入帳；明確失敗由人工追蹤，保留應退款項與原選擇，不擅自改 credit。
10. Your legal rights
Mandatory consumer rights prevail over general cancellation fees, the 30-day limit, refund-processing waits and credit restrictions. Cases with unresolved market rules require human review; do not automatically promise eligibility, amounts or timing.
中文參考 · 10. 取消與退款規則
適用的強制消費者權利優先；一般取消費、30 日期限、退款處理等待及 credit 限制均不得減損這些權利。市場規則未核清的案件交人工，不自動承諾退款資格、金額或時間。
Availability and local rights
Roaming destinations describe a plan's network coverage; they do not determine the law governing a customer's purchase or mean that every service is offered in every market.
Services are offered subject to applicable local requirements. Mandatory consumer protections, statutory cancellation rights and privacy rights take priority over a conflicting commercial rule. Contact support@zebraesim.com about a request that depends on your location.
中文參考 · 服務提供範圍與當地權利
漫遊目的地說明商品網路涵蓋範圍，不決定客戶購買的適用法律，也不表示所有市場均提供所有服務。
服務依適用的當地要求提供。強制性消費者保障、法定取消權及隱私權優先於衝突的商業規則。與所在地相關的申請請聯絡 support@zebraesim.com。
Frequently asked questions
Is my phone compatible?
Before buying, confirm that your exact phone model supports eSIM and is carrier-unlocked. If you are unsure, tell us the model and country where you purchased the phone so a team member can check. Do not send passwords or payment-card details.
中文參考 · Is my phone compatible?
購買前，請確認手機的確切型號支援 eSIM，且沒有電信商鎖定。若不確定，請提供手機型號與購買手機的國家／地區，由客服確認。請勿提供密碼或信用卡資料。
How do I install on iPhone?
On a compatible iPhone, open Settings → Cellular / Mobile Service → Add eSIM and scan the QR code on your order page. You can also enter the installation details manually. Installation can affect cancellation eligibility; if you intend to cancel, pause installation and ask our team to review first. Do not delete an installed eSIM while troubleshooting.
中文參考 · How do I install on iPhone?
在支援 eSIM 的 iPhone 開啟「設定」→「行動服務」→「加入 eSIM」，掃描訂單頁的 QR Code，或手動輸入安裝資訊。安裝可能影響取消資格；若打算取消，請先暫停安裝並聯絡客服查核。排除故障時請勿自行刪除已安裝的 eSIM。
How do I install on Android?
On a compatible Android phone, open Settings → Network & internet / Connections → SIMs → Add eSIM, then scan the QR code from your order page. Menu names vary by device. Installation can affect cancellation eligibility; pause and contact our team first if you intend to cancel. Do not delete an installed eSIM while troubleshooting.
中文參考 · How do I install on Android?
在支援 eSIM 的 Android 手機開啟「設定」→「網路和網際網路」或「連線」→「SIM」→「加入 eSIM」，再掃描訂單頁的 QR Code。各品牌選單可能不同。安裝可能影響取消資格；若打算取消，請先暫停並聯絡客服。排除故障時請勿自行刪除已安裝的 eSIM。
How do I use data at my destination?
At your destination, use the travel eSIM for data. Follow its roaming instructions; Japan KDDI local-IP requires roaming OFF. Keep home-SIM roaming OFF to avoid charges. APN/networks vary by plan. If connection fails, tell support your destination, phone model and error. Do not delete the eSIM.
中文參考 · How do I use data at my destination?
抵達目的地後，選旅遊 eSIM 作為行動數據，漫遊依方案指引；日本 KDDI 本地 IP 須關閉漫遊。原門號漫遊保持關閉以避免費用。APN 與網路依方案而異。連線失敗請提供目的地、手機型號及錯誤訊息給客服；勿刪除 eSIM。
Policy version: zebra-policy-20261011-v7 · FAQ version: support-faq-20261102-kddi-v1