AlfareedLine — Travel eSIM Platform

Operated by: Alfareed Digital – FZCO, IFZA Business Park, DDP, Dubai Silicon Oasis, Dubai, UAE

تاريخ السريان: 1 January 2025

آخر تحديث: 17 October 2026

القانون الحاكم: قوانين دولة الإمارات العربية المتحدة

الاختصاص القضائي: محاكم إمارة دبي، دولة الإمارات العربية المتحدة

التواصل [email protected] · [email protected]

AlfareedLine sells travel eSIMs — digital mobile-data plans that are delivered instantly by email and in your account. This Policy explains when an order can be refunded or replaced, when it cannot, and how to submit a request. It is applied in accordance with the laws of the United Arab Emirates, including applicable consumer protection and e-commerce legislation.

By purchasing from AlfareedLine through our website or mobile application, you confirm that you have read, understood, and agreed to this Policy, including that eSIMs are non-returnable once delivered except in the case of a technical fault described below.

ملخص مرجعي سريع

يلخص الجدول التالي الحالات الرئيسية التي تغطيها هذه السياسة:

1. Nature of eSIM Products

All products sold on AlfareedLine are eSIM data plans. An eSIM is delivered instantly after payment as a QR code and installation details, sent to your email and available in your account. Once delivered, an eSIM is linked to your order and cannot be resold or reused, so all completed orders are final and are non-cancellable, non-returnable, and non-exchangeable — except in the cases described in Section 3.

An eSIM is considered delivered once its QR code and details have been sent to your email or are available in your AlfareedLine account.

2. مسؤوليات العميل

Before completing a purchase, the customer is responsible for:

• Confirming that their device supports eSIM and is not locked to a mobile carrier.
• Selecting the correct destination country or region and the correct data package.
• Reading the package details, including data amount, validity period, and coverage.
• Following the installation guide and enabling data roaming on the eSIM line when they arrive.

AlfareedLine is not responsible for:

• Orders placed for the wrong destination, package, or device by the customer.
• Incorrect device settings or use outside the destination covered by the plan.
• Sharing the eSIM QR code or details with a third party.
• Variations in network speed or coverage in remote areas, which depend on local mobile operators.

3. Eligible Cases for Refund or Replacement

AlfareedLine will refund or replace an order only in the following cases:

3.1 Technical Fault: the eSIM cannot connect to any network in the destination it was purchased for, due to a fault on the eSIM or the network provider’s side, and the issue cannot be resolved by our support team.

For a technical fault request to be accepted, all of the following must apply:

• The issue is reported to [email protected] within 72 hours of it occurring, and before the plan’s validity period ends.
• The customer was inside the destination covered by the plan, using a compatible and unlocked device, with data roaming enabled on the eSIM line.
• The customer cooperates with our troubleshooting steps and provides the information requested (for example, screenshots of the device settings and the error shown).
• The fault is confirmed by AlfareedLine or its network provider after investigation.

Once a technical fault is confirmed, AlfareedLine will, depending on the case:

• Replace the eSIM with a working eSIM or an equivalent package for the same destination; or
• Refund the order amount to the original payment method — in full if no data was used, or in proportion to the unused data if the eSIM worked partially (excluding the processing fee — see Section 3.3).

3.2 Non-Delivery or Duplicate Charge: if you were charged but did not receive your eSIM, or were charged more than once for the same order, we will deliver the eSIM or refund the order amount of the extra charge to the original payment method.

3.3 Processing Fee: the payment processing fee shown separately at checkout is charged by the payment provider at the time of payment and is non-refundable in all cases. Any approved refund covers the order amount only.

We aim to review each request within 5 business days. Approved refunds are issued to the original payment method; depending on your bank, it may take a further 5–10 business days for the amount to appear on your statement.

4. Non-Refundable Cases

Except as described in Section 3, refunds and replacements will not be provided for:

• A change of mind after the eSIM has been delivered, including a cancelled or postponed trip.
• A wrong destination or package selected by the customer.
• A device that does not support eSIM or is locked to a carrier.
• An eSIM that was not installed or not used.
• Data that has been fully used, or a plan whose validity period has expired.
• Problems caused by device settings, such as data roaming being turned off or the wrong line selected for mobile data.
• An eSIM deleted from the device by the customer — our support team will help you reinstall it where possible.
• Slower speeds or limited coverage in specific areas, where the eSIM is otherwise working.

5. Order Verification and Cancellation by AlfareedLine

To protect our customers and prevent payment fraud, AlfareedLine may place an order on hold or cancel it before delivery when suspicious, irregular, or non-compliant activity is detected. In such cases:

• We may ask you to verify your identity or confirm ownership of the payment card before the eSIM is delivered.
• If the order is verified, the eSIM will be delivered as normal.
• If the order cannot be verified, it will be cancelled and the order amount will be refunded to the original payment method (the processing fee is non-refundable, as stated in Section 3.3).
• AlfareedLine may suspend or close accounts involved in fraudulent activity, in accordance with our Terms & Conditions.

These measures are applied in good faith to protect all parties and to comply with applicable UAE anti-fraud and financial security regulations.

6. How to Request a Refund or Replacement

البريد الإلكتروني [email protected] from the email address on your account and include:

• Your order number.
• Your device model and the country you are in.
• A short description of the issue and when it started.
• Screenshots of the error and of your mobile/cellular settings, if available.

If you disagree with a decision, you may submit a written objection to [email protected] with any supporting documents. Objections are reviewed within 14 business days of receiving complete documentation.

7. Force Majeure

لا تتحمل AlfareedLine أي مسؤولية عن أي فشل أو تأخير في تنفيذ التزاماتها بموجب هذه السياسة إذا كان هذا الفشل أو التأخير ناتجًا عن أسباب خارجة عن نطاق سيطرتها المعقولة، بما في ذلك على سبيل المثال لا الحصر:

• Outages or disruptions on a mobile network operator’s or eSIM provider’s systems.
• Government-imposed restrictions or regulatory changes affecting mobile services.
• Cyberattacks or infrastructure failures beyond AlfareedLine’s control.
• الكوارث الطبيعية أو الأوبئة أو غيرها من أحداث القوة القاهرة.

في مثل هذه الظروف، ستبذل AlfareedLine جهودًا معقولة لإخطار العملاء المتأثرين ومعالجة المشكلات العالقة في أسرع وقت ممكن.

8. التعديلات على هذه السياسة

AlfareedLine may update this Refund & Return Policy from time to time. The updated version will be published on our website and mobile application with a new “Last Updated” date and will apply to orders placed after that date.

Customers are encouraged to review this Policy before each purchase.

9. القانون الحاكم والاختصاص القضائي

تخضع هذه السياسة حصريًا لقوانين دولة الإمارات العربية المتحدة. وتخضع أي نزاعات تنشأ فيما يتعلق بهذه السياسة للاختصاص القضائي الحصري للمحاكم المختصة في إمارة دبي، دولة الإمارات العربية المتحدة.

Nothing in this Policy limits any rights you may have under applicable UAE consumer protection laws.

10. الدعم والتواصل

For help with an order, refund requests, or formal objections related to this Policy, contact us at:

Customer Support: [email protected]
Compliance & Objections: [email protected]
Company: Alfareed Digital – FZCO, IFZA Business Park, DDP, Dubai Silicon Oasis, Dubai, UAE

AlfareedLine is committed to responding to all correspondence in a professional and timely manner.

AlfareedLine — Travel eSIM Platform | Alfareed Digital – FZCO | Governed by the Laws of the UAE
[email protected]