Last updated: September 1, 2026
This Refund & Cancellation Policy explains the rules applicable to purchases made from UTELENET Solutions LLC (“UTELENET”, “we”, “us” or “our”), including eSIM services, telecommunications services, SaaS subscriptions, account balance top-ups and other digital communication services.
Nothing in this Policy limits any mandatory consumer rights granted under applicable law.
UTELENET Solutions LLC
Identification Number: 405865684
Registered Address: Georgia, Tbilisi, Saburtalo District, Giorgi Brtskhinvali Street, N 5a, Apartment N30
Email: admin@utelenet.com
Website: utelenet.com
Refund eligibility depends on the type of service, whether the service has already been delivered, activated or used, the applicable service provider's rules and any mandatory rights available to the customer under applicable law.
Services that have already been fully provided, telecommunications traffic already consumed, AI processing already performed and other usage already incurred are generally not refundable, except where required by applicable law or where the relevant service was not properly provided.
If an eSIM has not yet been activated or used, you may contact UTELENET to request cancellation.
The request will be reviewed in accordance with applicable consumer law and the cancellation and refund rules of the underlying eSIM provider.
Once an eSIM has been activated or connectivity has been used, refund availability may be restricted because the digital connectivity service has already begun to be provided.
In particular, the following are normally not refundable to the extent permitted by applicable law:
Before purchasing an eSIM, customers are responsible for checking that their device supports eSIM technology and is not subject to restrictions that prevent installation or use.
Where compatibility requirements were clearly provided before purchase, incompatibility caused solely by the customer's device does not automatically create a right to a refund, except where required by applicable law.
A refund is not automatically available where an eSIM was properly delivered but could not be used because of incorrect installation, deletion of the eSIM profile, incorrect device configuration or another issue attributable to the customer's device or actions.
Please contact our support team before deleting an eSIM profile if you experience activation or connectivity problems.
If the purchased eSIM cannot be delivered, activated or used due to a technical problem attributable to UTELENET or the relevant underlying provider, please contact us.
Depending on the circumstances, we may provide technical assistance, replacement service, account credit, price adjustment or a refund where appropriate or required by applicable law.
Business SaaS subscriptions are billed according to the applicable invoice, service agreement, order or subscription terms.
Cancellation of a subscription normally prevents future renewal. It does not automatically result in reimbursement for a billing period that has already started or services that have already been provided.
B2B customer-specific cancellation and payment conditions may also be governed by a separate Business Communication Services Agreement.
Charges for calls, telephone numbers, routing, VoIP usage and other telecommunications services already provided or consumed are generally non-refundable.
A customer may request termination of future telecommunications services in accordance with the applicable service agreement and applicable law.
Usage and charges accrued before the effective termination date remain payable.
Charges relating to AI processing that has already been performed, including transcription, call processing, summaries, analytics or other usage-based functionality, are generally non-refundable once the relevant processing has been completed.
Funds added to a UTELENET account balance may be used only for eligible UTELENET telecommunications, SaaS, AI and related communication services.
The account balance is not a bank account, electronic money account, investment account or other financial product.
Amounts already consumed for services are not refundable except where required by applicable law.
Requests concerning unused account balance will be reviewed according to the applicable customer agreement, the nature of the funds, provider obligations and applicable law.
Where Georgian or other applicable consumer protection law applies, an individual consumer purchasing services online may have a statutory right to withdraw from a distance contract within the legally applicable period.
Under Georgian consumer protection law, the general withdrawal period for qualifying distance service contracts is 14 calendar days from conclusion of the contract, subject to statutory exceptions.
If a customer expressly requests that the provision of a service begin before the end of the applicable withdrawal period, the service may begin immediately.
Where permitted by applicable law, the right of withdrawal may cease after the relevant service has been fully performed where performance began with the consumer's prior consent and acknowledgement of the consequences for the right of withdrawal.
Certain eSIM, telecommunications and connectivity services are provided using independent third-party providers.
Refund and cancellation requests relating to such services may also depend on the provider's applicable conditions.
Provider terms will not be applied in a way that removes mandatory consumer rights that cannot lawfully be excluded.
If you believe you have been charged twice for the same order or purchased an incorrect service by mistake, contact us as soon as possible before activating or using the service.
We will review the transaction and determine whether cancellation, correction or refund is available.
Please send requests to:
admin@utelenet.com
Please include, where available:
We may request additional information where reasonably necessary to verify the purchase or investigate the request.
Where a refund is approved or legally required, it will normally be made to the original payment method unless another lawful method is agreed.
Processing time may depend on the bank, card network, payment provider or other financial institution involved.
Where you have a statutory right of withdrawal, you may notify us by email or use the following model:
To: UTELENET Solutions LLC
Email: admin@utelenet.com
I hereby notify you that I wish to withdraw from my contract for the following service:
Service / Order: _______________________________
Order Date: ___________________________________
Customer Name: ________________________________
Customer Address: ______________________________
Customer Email: ________________________________
Date: _________________________________________
For questions regarding refunds, cancellations or billing, please contact:
UTELENET Solutions LLC
Email: admin@utelenet.com
Website: utelenet.com
