At Teramovil, we are committed to providing excellent customer service and resolving any issues quickly and fairly. This Dispute Policy outlines how we handle customer complaints, disputes, and chargebacks.
Our Commitment to You
We strive to resolve all customer concerns through direct communication. Our goal is to:
- Respond to all inquiries within 24 hours during business days
- Investigate issues thoroughly and fairly
- Provide clear explanations and solutions
- Resolve disputes amicably without requiring formal processes
How to File a Dispute or Complaint
If you have a complaint or dispute regarding your purchase or our services, please follow these steps:
- Contact Us Directly: Email our support team at support@teramovil.com with details of your issue
- Provide Information: Include your order number, email address, and a clear description of the problem
- Wait for Response: Our team will review your case and respond within 1-2 business days
- Work Together: We will work with you to find a fair resolution, which may include refunds, credits, or technical support
⚠️ Important: Contact Us Before Initiating a Chargeback
Please reach out to us directly before filing a chargeback with your bank. We can often resolve issues faster and more favorably than the chargeback process, which can take weeks or months.
Common Dispute Scenarios
1. eSIM Activation Issues
If you cannot activate your eSIM, we will:
- Provide step-by-step troubleshooting assistance
- Verify device compatibility
- Issue a replacement eSIM if there's a technical error
- Offer a full refund if the issue cannot be resolved and you haven't used the service
2. Network Coverage or Speed Issues
If you experience poor coverage or slow speeds:
- We will verify that coverage is available in your location
- Provide troubleshooting steps to improve connectivity
- Investigate potential issues with our partner networks
- Offer a partial refund or credit if service degradation is confirmed
Note: Network coverage and speeds depend on local carriers and conditions. We cannot guarantee specific speeds or uninterrupted service in all locations.
3. Billing or Payment Disputes
For billing issues such as duplicate charges or incorrect amounts:
- We will review your transaction history immediately
- Issue a refund for any confirmed duplicate or incorrect charges within 3-5 business days
- Provide detailed receipts and transaction documentation
4. Service Not as Described
If the eSIM plan you received differs from what was advertised:
- We will investigate the discrepancy and verify plan details
- Provide the correct plan at no additional cost if an error occurred
- Offer a full refund if you prefer not to use the service
Chargeback Policy
A chargeback occurs when you dispute a charge directly with your bank or credit card company instead of contacting us first.
Why Contact Us First?
- Faster Resolution: We can often resolve issues in 1-2 days, whereas chargebacks can take 30-90 days
- Better Outcomes: We can offer solutions like credits, replacements, or partial refunds that banks cannot
- Avoid Fees: Chargebacks may result in additional fees and restrictions
- Account Protection: Chargebacks may lead to account suspension or restrictions on future purchases
If a chargeback is filed without contacting us:
- We will provide all transaction records and evidence to your bank
- We may suspend your account pending chargeback resolution
- Repeated chargebacks may result in permanent account closure
- You may be liable for chargeback fees if the claim is found to be invalid
Dispute Resolution Timeline
We aim to resolve disputes as quickly as possible:
- Initial Response: Within 24 hours (business days)
- Simple Issues: 1-2 business days (billing errors, duplicate charges, etc.)
- Technical Issues: 3-5 business days (activation problems, network issues)
- Complex Cases: 5-10 business days (may require investigation with partner networks)
We will keep you informed throughout the process and provide regular updates on the status of your dispute.
Fair Resolution Principles
When resolving disputes, we follow these principles:
- Transparency: We provide clear explanations and documentation
- Fairness: We treat all customers equally and objectively
- Good Faith: We assume customers are acting in good faith and give them the benefit of the doubt
- Flexibility: We consider individual circumstances and offer customized solutions when appropriate
Escalation Process
If you are not satisfied with the initial resolution:
- Request to speak with a supervisor or manager by replying to your support ticket
- Clearly explain why you believe the resolution is unsatisfactory
- A senior team member will review your case within 2 business days
- We will work with you to find an alternative solution or provide additional context
Related Policies
For more information, please review:
- Refund Policy - Eligibility and process for refunds
- Terms and Conditions - Complete service terms
- Privacy Policy - How we handle your information
Contact Our Dispute Resolution Team
Have a dispute or complaint? We're here to help:
Email: support@teramovil.com
Response Time: Within 24 hours during business days
Include your order number and a detailed description of your issue for fastest resolution.
Teramovil is operated by e jaguar technologies LLC, Fullerton, CA, USA.