Returns Policy
Our policy on order cancellations, refunds, and service issues
Returns Policy
Last updated: October 2024
General Policy
Due to the nature of our digital services and immediate processing requirements, we have a strict no-returns policy once an order has been placed and payment has been processed.
All orders for mobile top-ups, eSIM activations, and Cubacel Tur SIM cards are processed immediately upon successful payment. This means we are unable to cancel or reverse orders once they have been submitted.
Mobile Top-ups
Mobile top-up services are delivered instantly to the specified Cuban mobile number. Once processed, the balance is immediately credited to the recipient's account.
Wrong Number - Valid and Active
If you provide an incorrect phone number that is valid and currently active:
- We cannot refund the order as we are unable to retrieve or reverse the balance once it has been credited
- The top-up will be successfully delivered to the valid number provided
- Please double-check all numbers before completing your order
Wrong Number - Invalid or Inactive
If you provide an incorrect phone number that is invalid or not currently active:
- The order will be automatically cancelled by our system
- A full refund will be processed to your original payment method
- Refunds typically appear within 3-5 business days
Failed Top-ups Due to Technical Issues
Occasionally, top-ups may fail due to temporary connectivity issues with ETECSA (Cuba's telecommunications provider). In such cases:
- Our system will automatically retry the top-up for a reasonable period
- If connectivity issues persist and the top-up cannot be delivered, the order will be cancelled
- A full refund will be processed automatically
- ETECSA outages typically last only a short time, and most top-ups are successful
Please note that temporary network issues in Cuba are beyond our control, but we will always attempt delivery and refund unsuccessful attempts.
eSIM Activations
eSIM activations are processed immediately upon order completion. Once activated:
- The eSIM profile cannot be deactivated or transferred
- Refunds are not possible once the eSIM has been generated and delivered
- Please ensure your device is eSIM compatible before ordering
Cubacel Tur SIM Cards
Physical SIM card orders are processed for shipping immediately. Once shipped:
- Orders cannot be cancelled or refunded
- SIM cards are shipped via international mail to your specified address
- Please ensure your shipping address is correct before completing your order
Prevention Tips
To avoid issues:
- Double-check phone numbers for accuracy before submitting
- Verify that Cuban numbers are currently active and in use
- Ensure your device supports eSIM if ordering digital SIM cards
- Confirm shipping addresses are complete and correct
Contact Us
If you have any questions about this Returns Policy or need assistance with an order, please contact our support team at support@cubaconnect.com. We're here to help ensure you have a smooth experience with our services.