Refund & Cancellation Policy

1. Scope

This Refund and Cancellation Policy applies to products and services purchased through Penyu.

Penyu operates as an intermediary platform. Refund eligibility may depend on:

• the type of product;

• whether delivery has occurred;

• whether activation has occurred;

• the applicable Service Provider’s terms;

• the booking conditions;

• mandatory consumer law.

2. General Rule

Refunds are not automatically available merely because a user changes their mind.

Each request is reviewed according to:

• delivery status;

• activation status;

• usage status;

• provider confirmation;

• technical evidence;

• cancellation deadline;

• applicable law.

3. eSIM Refunds

3.1 Before Digital Delivery

Where an eSIM has not yet been delivered and the order can still be cancelled, a full refund may be issued.

3.2 After Digital Delivery

An eSIM is considered delivered when the QR code, activation code, installation link, or equivalent information is made available.

After digital delivery, refunds may be restricted because the digital product has been supplied.

3.3 After Activation

Activated eSIM products are generally non-refundable.

A product may be treated as activated when:

• the eSIM is installed;

• the eSIM connects to a supported network;

• the validity period begins;

• usage is recorded;

• the provider marks the product as activated.

3.4 Technical Problems

Where an eSIM cannot be used because of a verified technical problem not caused by the user, Penyu may:

• provide technical assistance;

• contact the provider;

• issue replacement activation information;

• provide a substitute product;

• issue account credit;

• approve a partial or full refund.

3.5 Non-Refundable eSIM Situations

A refund may be refused where:

• the device does not support eSIM;

• the device is carrier-locked;

• the user purchased the wrong destination or package;

• installation instructions were not followed;

• the eSIM was deleted after installation;

• the device was reset;

• the user changed devices;

• the package expired;

• local network coverage was temporarily weak;

• the user failed to enable roaming where required;

• the product was used;

• false or incomplete diagnostic information was provided.

4. Hotel Refunds

Hotel cancellations and refunds depend on the selected rate and property conditions.

Bookings may be:

• fully refundable;

• partially refundable;

• refundable until a specified deadline;

• non-refundable.

Where a hotel cannot fulfill a confirmed reservation, Penyu may assist with:

• alternative accommodation;

• rebooking;

• account credit;

• voucher;

• partial refund;

• full refund.

Additional charges collected directly by the hotel are subject to the hotel’s own policy.

5. Flight Refunds

Flight cancellation and refund rules depend on:

• fare type;

• airline rules;

• ticket restrictions;

• cancellation time;

• applicable aviation law;

• whether the airline cancels or changes the flight.

Airline penalties, administrative fees, fare differences, and non-refundable taxes may apply.

Penyu may assist with the request but cannot guarantee airline approval.

6. Transfer and Transportation Refunds

Transfer and transportation cancellations depend on the provider’s conditions.

Refunds may be denied where:

• cancellation occurs after the deadline;

• the passenger does not arrive;

• incorrect pickup information was provided;

• the passenger cannot be contacted;

• the service has already commenced;

• the provider has incurred non-recoverable costs.

7. Provider Failure

Where a Service Provider fails to deliver a confirmed service, Penyu will investigate and may offer:

• replacement service;

• rebooking;

• voucher;

• account credit;

• partial refund;

• full refund.

The remedy will depend on the circumstances and applicable law.

8. Duplicate Charges

Verified duplicate charges will be refunded.

Users should provide:

• order number;

• transaction date;

• charged amount;

• payment confirmation;

• relevant bank or card statement where necessary.

9. Refund Method

Approved refunds are generally returned to the original payment method.

Where this is technically impossible, Penyu may provide another lawful refund method.

10. Processing Time

Penyu may initiate an approved refund promptly, but final settlement time depends on:

• Stripe;

• card networks;

• banks;

• payment institutions;

• currency conversion processes.

Banks may require several business days to display the refund.

11. Currency Conversion

Where a payment was converted between currencies, the refunded amount shown by the bank may differ because of exchange-rate changes or bank fees.

Penyu is not responsible for exchange-rate differences imposed by financial institutions.

12. Vouchers and Account Credit

Penyu may offer a voucher or account credit where appropriate.

Unless required by law:

• credits may expire;

• credits may be non-transferable;

• credits may be limited to certain products;

• credits may not be redeemable for cash;

• promotional credits may have separate conditions.

13. Chargebacks

Users should contact Penyu before initiating a chargeback.

Fraudulent, duplicate, or abusive chargebacks may result in:

• account suspension;

• cancellation of active services;

• recovery of costs;

• fraud investigation;

• legal action.

Legitimate statutory chargeback rights remain unaffected.

14. How to Request a Refund

Requests should be sent to:

info@penyu.io

The request should include:

• full name;

• account email;

• order number;

• product or booking details;

• reason for the request;

• screenshots or technical evidence where relevant;

• preferred resolution.

15. Review Process

Penyu may request additional information and may contact the relevant Service Provider.

Failure to provide reasonably requested information may delay or prevent resolution.

16. Mandatory Consumer Rights

Nothing in this Policy excludes rights that cannot legally be waived.

Where mandatory consumer law provides greater protection, that law will prevail.

17. Changes

Penyu may update this Policy to reflect legal, operational, provider, or product changes.

The current version will be published with an updated revision date.

18. Contact

Penyu OÜ
Registry Code: 16093920

Harju maakond
Tallinn
Kesklinna linnaosa
Viru väljak 2
10111
Estonia

Website: https://penyu.io
Email: info@penyu.io