Effective Date: 2026-07-30
Last updated: 2026-07-30
Dejitech, Inc. dba Bcengi

This Refund Policy explains when we refund a charge, how to ask for a refund, and how long it takes. It forms part of our Terms of Service.

1. What This Policy Covers

This policy covers purchases you make directly from Bcengi, on our websites or in the Bcengi app, paid by card or another payment method through our payment processor. That includes eSIM purchases, balance top-ups and automatic balance refills.

Your Bcengi balance is prepaid credit for our services. It is not a deposit, it earns no interest, and it is not transferable to another person or account.

2. Before Your eSIM Is Activated

If you have bought an eSIM and have not installed or activated it, and no data has been consumed, you can ask us for a refund and we will refund the charge in full.

3. After Your eSIM Is Activated

Once an eSIM has been installed and activated and any usage has been incurred, the charge is non-refundable, except where a refund is required by law or where this policy says otherwise. This is because the connectivity has been supplied to you and we have paid our network partners for it.

4. Unused Balance

Your balance does not expire while your account is open and in good standing, so unused balance stays available for future travel rather than being refunded. We do not convert balance back to cash on request, except where a refund is required by law.

If you close or delete your account, any remaining balance is forfeited and is not refunded, except where a refund is required by law. Use or move your balance before you delete your account.

5. When Something Goes Wrong

You are entitled to a working service, and this policy does not stand in the way of that. We will refund you, or replace your eSIM, if:

• Your eSIM could not be installed or never connected, and our support team could not make it work;
• You were charged twice for the same purchase, or charged an amount that does not match what you agreed to; or
• A charge on your account was not authorized by you.

Contact us as described in section 8 and we will investigate. Where we refund a charge, we also refund any tax we collected on it.

6. AgentPass

All AgentPass purchases are non-refundable. AgentPass is a wholesale reseller product, and the terms of the AgentPass program apply to it.

7. Fair Use Limits

To protect all customers from abuse and card-testing behavior, and to keep our prices low, the following limits apply:

• Each account may request up to three eSIM replacements per calendar year. Further replacement requests may be declined or may require additional verification.
• Each account may receive a maximum of three refunds in total, whether full or partial, except where otherwise required by law. Requests beyond that limit will not be processed.

8. How to Request a Refund

Email support@bcengi.com within 30 days of the charge, from the email address on your account, and include:

• The date and the amount of the charge;
• The order or transaction reference, if you have it;
• Which eSIM or destination the purchase was for; and
• What went wrong, and what you have already tried.

We will acknowledge your request and tell you our decision, normally within five business days. If we need more information, we will ask for it and pause the clock until you reply.

9. How Refunds Are Paid

Approved refunds go back to the original payment method used for the purchase. We cannot refund to a different card or account. Once we issue a refund, it typically appears on your statement within five to ten business days, depending on your bank or card issuer.

Refunds are issued in the currency of the original charge. If your bank converted the currency, the amount you receive back may differ slightly because of exchange rate movement or fees your bank charges. Those differences are set by your bank, not by us.

10. Please Talk to Us Before Disputing a Charge

If you do not recognize a charge or you think it is wrong, contact us first at support@bcengi.com. We can usually resolve it faster than a bank dispute. Filing a dispute or chargeback while our support team is already working on your case may suspend your account and your eSIMs until the dispute is resolved.

11. Your Statutory Rights

Nothing in this policy takes away rights you have under the law where you live.

If you are a consumer in the European Economic Area, Switzerland or the United Kingdom, you normally have 14 days to withdraw from a contract you made at a distance. For digital services that begin immediately, that right ends once supply has started with your express prior consent and your acknowledgement that you lose the right of withdrawal. Installing and activating an eSIM, or spending your balance, is the point at which supply has started. Until then, you can withdraw within 14 days and we will refund you in full.

Consumers in other countries and in individual US states may have additional or different rights. If your local law gives you a stronger right than this policy does, your local law applies.

12. Changes to This Policy

We may update this policy. The "Last updated" date at the top of this page always shows the current version. The version in force when you made your purchase is the one that applies to that purchase.

13. Contact Us

Refunds, billing and service questions: support@bcengi.com

Privacy questions and data requests: privacy@bcengi.com

Dejitech, Inc. dba Bcengi, New Jersey, United States.

See also our Terms of Service and our Privacy Policy.