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Refund Policy

Last Updated: 1 December 2025

Refund & Cancellation Policy – Wallet, Points, and eSIM Services

This Refund & Cancellation Policy (“Policy”) applies to all wallet top-ups (“Points”), digital credits, eSIMs, mobile data packages, and any digital content or services (“Digital Content”) provided by DESKIMOPLAY LTD, trading as TheFastBee. This Policy forms part of our Terms & Conditions and complies with UK consumer law.

By topping up your Wallet, purchasing Points, or redeeming Points for eSIM services, you acknowledge and agree to the terms outlined in this Policy.

1. How Our Wallet & Points System Works

  • Customers deposit money into their Wallet, creating a credit balance denominated as “Points.”
  • Points serve as a digital currency used exclusively within our platform to redeem eSIMs.
  • Points cannot be transferred, sold, or converted to cash except under specific circumstances described in this Policy.
  • Redeeming Points for an eSIM constitutes a request for immediate supply of Digital Content.

2. Legal Nature of Points

  • Points are classified as digital content under UK consumer law.
  • When customers purchase Points, they are purchasing digital content – not physical goods.
  • Once Points are delivered to your Wallet, you obtain full access immediately, which alters your cooling-off rights.

3. Purchasing Wallet Top-Ups

  • By purchasing a Wallet top-up, you authorise us to immediately supply digital Points.
  • During checkout, you confirm:
    • You request immediate delivery of Points; and
    • You waive the right to cancel once Points are delivered.
  •  If you do not consent, the purchase cannot proceed.

4. Cooling-Off Rights for Wallet Top-Ups

  • Under UK law, consumers have a 14-day cooling-off period for digital purchases.
  • This right ends once immediate delivery is requested and Points are supplied. 
  • If Points are NOT yet delivered, you may still cancel within 14 days.
  • Once Points appear in your Wallet, the right to cancel is legally extinguished.

5. Non-Refundability of Points After Delivery

  • Once Points are delivered, they are non-refundable except for:
    • payment processing errors;
      duplicate transactions;
    • failed delivery due to system issues;
    • proven fraudulent or unauthorized activity.
  • Change of mind, accidental top-ups, or unused Points do not qualify for refunds.
  • Points hold no monetary value outside our platform.

6. Redeeming Points for eSIMs

  • Redeeming Points for eSIMs is not a monetary purchase; cooling-off rights do not apply.
    eSIMs purchased with
  • Points are non-refundable once supplied.
  • This includes cases of incorrect selection by the user.

7. Faulty or Non-Working eSIMs

  • An eSIM is considered faulty if:
    • activation fails due to our system fault;
    • the QR code is technically invalid;
    • the plan differs materially from its description.
  • Remedies include:
    • issuing a replacement eSIM; or
    • refunding Points used for purchase.
  • Cash refunds are not provided for faulty eSIMs.
  • Issues that do NOT qualify include:
    • local network restrictions;
    • device incompatibility;
    • user error during installation;
    • roaming blocks imposed by carriers.

8. Wallet Top-Up Refund Eligibility

  • Cash refunds apply only when:
    • Points were not delivered;
    • duplicate payments were made;
    • unauthorized transactions occurred;
    • legal obligations require refunds.
  • Refunds are issued through the original payment method.
  • Processing time depends on the payment provider.

9. Evidence Requirements for Claims

  • Customers may be asked to provide:
    • order number;
    • screenshots of errors;
    • device information.
  • Additional evidence may be required.
  • Failure to provide evidence may result in denial of the claim.

10. Abuse Prevention & Fraud Safeguards

  • We may refuse refunds where there is evidence of:
    • repeated misuse of policy;
    • fraudulent behaviour;
    • false claims.
  • Fraud may be reported to relevant authorities.

11. How to Request a Refund or Raise a Support Ticket

  • Customers must contact us via official support channels or via support@thefastbee.com .
    • Provide:
      • full name;
      • transaction ID;
      • issue description.
  • We aim to respond within 48 hours.
  • Approved refunds are processed within 14 days.

12. Amendments

We may amend this Policy from time to time. The latest version will always be available on our website.