Billing
Refund and Cancellation Policy
Find the cancellation and refund route for your subscription or travel eSIM purchase.
Last updated
1. Scope
This policy applies to DualLine line subscriptions and one-time-code credits completed through Apple App Store or Google Play, and to separately paid travel eSIM orders in the app or on the website. Website purchases are limited to eSIM packages; line subscriptions and one-time-code credits use their existing app-store purchase routes.
An Apple or Google receipt identifies a store purchase. A travel eSIM order is paid through the app or website payment screen. Refund eligibility can depend on the payment route, purchase type, elapsed time, country and mandatory consumer law.
2. Cancelling a subscription
Cancelling prevents future renewals. Unless the store or local law provides otherwise, you retain access until the end of the current paid period and cancellation does not refund the current period. Uninstalling DualLine does not cancel a subscription.
- Apple subscriptions can be managed at Apple Subscriptions.
- Google Play subscriptions can be managed at Google Play Subscriptions.
3. Purchases billed by Apple
Apple processes refund requests for purchases billed through Apple App Store. Eligibility varies by country or region and is determined by Apple under its media-services terms and applicable law.
Submit and track a request at reportaproblem.apple.com. Cancelling a subscription and requesting a refund are separate actions.
4. Purchases billed by Google Play
For a Google Play purchase made within the previous 48 hours, submit a request through Google Play. Google decides whether the purchase qualifies under its refund rules.
After 48 hours, Google may direct you to the developer. Email support@dualline.co and include the Google Play order ID, purchase date, country and a short description of the problem. Never send passwords or full payment-card details.
See the current Google Play refund policy.
5. Travel eSIM purchases
A prepaid travel eSIM is a separate purchase paid through the app or website payment screen. It does not renew automatically, is not an Apple App Store or Google Play subscription and cannot be cancelled through a store subscription page. Contact support@dualline.co with the order identifier and a short description of the issue; never send payment-card details.
A duplicate charge or an eSIM that was paid for but not delivered may be refunded where required by law or after the issue is confirmed. For an installation or service problem, we may need to check whether the eSIM was delivered and its usage status. Supplier credit is not a guaranteed customer refund, and a refund is not automatically refused because data was used. Mandatory consumer rights remain unaffected.
6. What we tell the store about your purchase
When you ask Apple or Google to refund a DualLine purchase, the store may ask us for information about that purchase before it decides. By buying DualLine credits or a DualLine subscription you agree that we may answer.
What we send is limited to facts about the purchase itself: whether the number, messages, calls or credits reached your account, how much of the purchase had been used when you made the request, how long the DualLine account has existed, and the purchase and refund history of that account. We do not send message contents, call recordings, the other party’s details or anything unrelated to the purchase under review.
We do not ask the store to refuse your refund. We provide the facts and the store decides under its own rules and applicable law. To ask what was sent about your purchase, email support@dualline.co with the store order or transaction ID.
7. Service problems and other exceptions
A refund or other remedy may be considered when required by law or when a verified issue includes a duplicate charge, a paid entitlement that was never delivered, or a material technical failure that DualLine could not resolve. Approval is not automatic and may need to be processed by the billing store.
A service’s refusal to accept a phone number is not by itself a refund guarantee unless the application expressly promised compatibility for that number at the time of purchase. Where the application provides a number-replacement remedy, that remedy may be offered before a refund is considered.
9. Local consumer rights
Nothing in this policy limits a refund, cancellation or other remedy that cannot be excluded under the law of your country.
Store policies and timelines can change. The version shown by Apple or Google at the time of the request controls where it conflicts with this summary, subject always to mandatory law.