Effective from 16 October 2026. This document forms part of the Terms and Conditions, and we reserve the right to change it; the version in force when you completed your order is the one that governs it.
The short version
These are two different things, and even the people who write them mix them up:
| Withdrawal within 14 days | Complaint | |
|---|---|---|
| When | you have not started using it | it does not work as described |
| Deadline | 14 days from purchase | for as long as it is valid |
| Reason needed | none | a fault |
| Outcome | money back | a fix, a replacement, or money back |
A used eSIM cannot be returned for no reason, but it can be complained about. Having used your data does not take that away. The same goes for VPN: once you have connected with it the service has been supplied, but a fault is still a fault.
1. Withdrawal within 14 days (unused eSIM)
As a consumer you may withdraw from the contract within 14 days, with no reason given. Anyone buying in the course of their business has no such right by law — see section 10 of the Terms.
For digital content and services there is an exception: once the service has been supplied with your express consent, the right to withdraw ends. At checkout you therefore confirm that you want the eSIM delivered immediately and accept that this ends your right to withdraw — from the moment the profile connects to a network.
In practice:
- Profile never used (never connected to a network) → full refund within 14 days. You do it yourself, from the button next to that eSIM in your account, and it happens straight away.
- Profile already connected → no withdrawal. Installing it alone does not cost you the right; connecting to a network does, because that is when the service has been supplied.
- After 14 days → no withdrawal, even for an unused eSIM.
Refunds go back the way the money came (normally to your card), within 14 days at the latest. Your bank usually shows it 5–10 working days later.
A top-up is a separate purchase, so it is refunded separately. The button in your account returns only the order the eSIM came from — we refund top-ups too, but you have to ask. Write to us and we will sort it out.
This is not us being difficult: we do not go through what else you bought for that eSIM and guess which of it you want back. Asking is quicker than guessing.
VPN access
The same rule, for the same reason: unused access can be returned within 14 days, used access cannot. Used means you have connected with it at least once — at that point the service has been supplied with your consent and the right to withdraw lapses.
There is no button for it in your account — write to support@semperonline.com and we will handle it by hand. That is slower than for an eSIM, and it is fair to say so up front.
Cancelling a subscription is not withdrawal. It stops further renewals; it returns nothing for a period already paid for, and the access keeps working until that period ends. You can cancel at any time, in your account or with the link from the e-mail.
The form
A withdrawal form is at the end of this document. You do not have to use it — any clear statement will do, as long as we can tell who you are and what you are withdrawing from. For an eSIM the button in your account is faster anyway.
2. When an eSIM does not work (complaints)
Tell us when:
- the QR code will not install, and not because it has already been used,
- the profile will not connect in a country the plan covers,
- data does not flow although the plan says you have some left,
- the plan does not have the parameters we advertised.
Before you write, please check these — it saves us both a day:
- Is data roaming on?
- Is the right SIM selected for data in your settings?
- Have you tried picking the network manually and waiting for the list?
- Is the phone carrier-unlocked?
Guides are at /support/how-to-install and /support/troubleshooting.
How: complaints are taken by e-mail at support@semperonline.com — there is nothing to post anywhere. Include your order number (it is in the confirmation e-mail), the country you tried it in, and your phone model. That is all we need.
How long: we acknowledge immediately and settle it within 30 days at the latest. If we take longer, you may withdraw from the contract.
What you can get: a fix — usually a new profile — a reasonable discount, or your money back where the fault cannot be fixed or keeps coming back.
Costs you ran up elsewhere — another SIM, roaming with your home operator, a hotel phone — are not covered.
3. When we will not refund
- The plan is used up or expired; for VPN, the paid days have run out.
- A subscription period that has already run. Cancelling stops further renewals; nothing is returned retrospectively.
- Your phone does not support eSIM or is carrier-locked. It says so on every plan and we have a compatibility checker; checking before you buy is on you.
- You bought the wrong country or the wrong plan and the profile has already been used.
- We assess the conduct as fraudulent, or as a manifest abuse of the right to withdraw — set out below.
Self-service returns have a ceiling
Returning an unused eSIM is something you do yourself in your account, and it is done at once. How many go through that way is limited: counted separately per account and per payment card, over the last few weeks. We do not print the figures here because we set them according to what is going on — ask and we will tell you where they stand.
Past the ceiling you get a sentence asking you to get in touch instead of a button. That neither ends nor shortens your right to withdraw; it only means a person handles it rather than the system, and an e-mail is a perfectly good way to withdraw. The reason is mundane: every return costs us a transaction fee the payment provider does not give back, so with repeated returns we want to look at what is happening.
Fraud and manifest abuse
Manifest abuse of a right enjoys no legal protection (Section 8 of the Czech Civil Code). Where the conduct shows that buying and withdrawing serves not the purpose the right has — thinking better of a purchase you could not see before ordering — but the purpose of running up costs for us or making money out of us, we will not refund.
Typically that means:
- buying and returning in cycles, the same or similar plans, where the pattern is plain from the number and the timing,
- working around the limits — further accounts, further addresses or further cards for one person,
- paying with someone else's card or with details you are not entitled to use,
- claiming untruthfully that a profile was unused, or a fault that was not there.
How we handle it:
- Where there is a suspicion we hold the return until we have checked it. A suspicion alone is not enough to refuse; it is enough to look before the money leaves.
- A person decides, not an automation. Passing the ceiling is not a refusal in itself — it is the point at which someone looks.
- A refusal comes in writing and with a reason, not as silence. If you disagree, you can take it to the Czech Trade Inspection Authority (clause 13 of the terms) or to court; our refusal does not settle it.
- Alongside that we may refuse further orders and close the account (clause 11 of the terms), and claim the costs we incur.
This is not aimed at the isolated case. Buy a plan, think better of it, return it — several times a year, even — and that is exactly what the right is for; none of this clause touches you.
If you buy as a business, you have no statutory right to withdraw (clause 10 of the terms) and returning an unused eSIM is a courtesy on our part. We may decline it even where none of the above applies.
4. Refunds you do not have to ask for
Sometimes we do not wait to be asked:
- the eSIM was not delivered within 24 hours of payment — a job watches for that, not our attention, and the money leaves on its own,
- you were charged twice for the same thing,
- we sold you a plan that demonstrably does not work in that country.
We promise nothing beyond what the law gives you. If something happens that does not fit the rules above, write to us anyway — we settle those case by case. Better that than a promise that holds only until the first case it does not fit.
Annex A: Information on the right to withdraw
_Wording from the model in the annex to Czech Government Regulation 29/2023 Coll., with our details and the service variant filled in. The Czech version is the master._
Right to withdraw
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period expires after 14 days from the day after the day on which the contract was concluded.
To exercise the right to withdraw, you must inform us — DataYield, s.r.o., Příčná 1892/4, 110 00 Praha 1, Czech Republic, support@semperonline.com — by an unequivocal statement (for example a
letter sent by post or an e-mail). You may use the attached model withdrawal form, but it is not obligatory.
You can also withdraw electronically in your account at semperonline.com/account, using the button next to the eSIM. If you do, we will confirm receipt in a durable medium without delay. For VPN access there is no such button yet; write to us and we will handle it the same way.
To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery, without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
Withdrawal applies to an unused eSIM and to unused VPN access. Once the profile connects to a network — and, for VPN, once you first connect with the access — the service has been supplied with your express consent and the right to withdraw lapses (§ 1837 of the Czech Civil Code); see section 1. Nothing is therefore paid pro rata: either we refund the full amount, or withdrawal is not available.
Annex B: Model withdrawal form
_(Complete and return this form only if you wish to withdraw from the contract.)_
To: DataYield, s.r.o., Příčná 1892/4, 110 00 Praha 1, Czech Republic, support@semperonline.com
I/We (_) hereby give notice that I/We (_) withdraw from my/our (*) contract for the supply of the following service:
- Ordered on: …
- Order number _(optional, but the fastest way for us to find you)_: …
- Name of consumer(s): …
- Address of consumer(s): …
- Signature of consumer(s) _(only if this form is notified on paper)_: …
- Date: …
_(_) Delete as appropriate.*