Before payment
Before payment, no order has been placed yet. You can change your selection or leave without being charged.
14-day right of withdrawal
As a consumer, you have the right to withdraw from the contract within 14 days of concluding it, without giving any reason.
The right remains even if the eSIM has already been delivered and you start using it. This is a service contract, and the service is fully performed only when the validity period of the package you bought has ended.
You can withdraw by any unequivocal statement. In your statement, include the email address you used for the order and the order number, so that we can find your order.
We refund the full payment without undue delay, to the same payment method that was used for the payment. We do not charge for data used during the withdrawal period.
The eSIM is delivered immediately after the payment is confirmed, so that it is available to you for your trip. Starting the delivery does not remove your right of withdrawal.
If the eSIM cannot be delivered
If delivery fails, the order is not left open: the payment is refunded to you without a separate request, and you are notified by email. When the refund shows on your account depends on your bank or card issuer.
If you bought the wrong package
Contact customer support as soon as possible. The 14-day right of withdrawal also applies in this situation.
If the eSIM doesn't work
If the eSIM doesn't install or the connection doesn't work in the destination country, contact customer support. We will look into the situation and correct the defect or refund the payment in accordance with consumer protection law.
Delayed orders
If an order is delayed, you can see its status on the order page. If the delivery does not proceed, the payment is refunded.
How to request a cancellation or a refund
You can contact customer support at support@pujo.fi.
In your message, include the email address you used for the order and the order number. We handle the request without undue delay.