Timbill sells digital products that are delivered instantly. Once a product has been delivered to you, we are unable to retract or reclaim it from the vendor — the activation key, code, account credentials, or eSIM QR code is yours from the moment we send it. For this reason, all sales are final once the product has been delivered, except in the specific situations listed below.
Please read product descriptions carefully and confirm your choice before purchasing.
Quick Summary
| Situation | Refund Available? |
|---|---|
| Product hasn't been delivered yet (rare, e.g., system error) | ✅ Full refund |
| Activation key is invalid or doesn't work | ✅ Full refund or replacement |
| eSIM QR code can't be installed or activated due to a defect on our side | ✅ Full refund or replacement |
| Wrong product delivered (our mistake) | ✅ Full refund or replacement |
| Vendor terminated the service for reasons outside your control | ✅ Replacement (preferred) or partial refund |
| You changed your mind after delivery | ❌ No refund |
| You bought the wrong product / wrong region by mistake | ❌ No refund |
| The product was activated, redeemed, or installed | ❌ No refund |
| You experienced compatibility issues that were disclosed on the product page | ❌ No refund |
| You don't want to wait the 24-hour activation window and cancel early | ⚠️ 15% cancellation fee (or no refund once activated) |
1. Why Digital Goods Are Final Sale
Once we send you an activation key, redemption code, account credentials, or eSIM QR code:
- We cannot ask the vendor (Kaspersky, Microsoft, Adobe, eSIM carriers, etc.) to deactivate the product on our behalf
- We have no technical way to verify whether you have used or saved the product
- The product retains value to you regardless of whether you've "activated" it yet — it could still be used, sold, or shared
2. Activation Time & Early Cancellation
Most products are delivered instantly, but some products require up to 24 hours to activate — this is clearly noted on the product page. During this window our team manually prepares and verifies your account or subscription.
- If you're happy to wait, your product will be fully activated within 24 hours at no extra cost
- If you don't want to wait and choose to cancel before activation is complete, a 15% cancellation fee applies to cover processing and vendor costs
- Once the product has been activated, redeemed, or the credentials have been delivered, no refund is available (see Section 4)
3. When Refunds Are Available
2.1 Product Not Delivered
If you completed payment but didn't receive your activation key, code, credentials, or eSIM QR code within the timeframe shown on the product page (typically minutes, occasionally up to 1 hour during high-volume periods):
2.2 Invalid or Non-Working Product
If your activation key, code, or eSIM is technically invalid — for example, the key is rejected by the vendor as "already used," "expired," or "not recognized":
- Contact us within 7 days of delivery with proof (a screenshot of the error message from the official platform)
- We will issue a replacement product, or
- If a replacement is not available, a full refund
This does NOT cover:
- User errors during activation (we provide instructions; please follow them)
- Compatibility issues that were clearly disclosed on the product page
- Cases where the key works but the underlying service has been changed by the vendor after activation
2.3 Wrong Product Sent (Our Mistake)
If we sent you the wrong product — e.g., you ordered Kaspersky Premium and received Kaspersky Plus — contact us within 7 days of delivery. We will send the correct product or refund you in full.
2.4 eSIM-Specific Issues
For eSIM products, refunds or replacements are available if:
- The QR code is corrupted or unscannable (technical defect on our end)
- The eSIM fails to activate due to a vendor-side issue, verified by our support team
- You completed eKYC verification but the eSIM still doesn't work
❌ Refunds are NOT available for eSIMs in these cases:
- You changed travel plans
- Coverage is weak in a specific location (coverage varies by carrier and is not guaranteed)
- You have an incompatible or carrier-locked device (please verify compatibility before purchase)
- You installed the QR code on the wrong device
- The plan has been activated (first network connection) — once activated, the data allocation is locked
2.5 Vendor Termination Beyond Your Control
If the original service provider terminates or modifies the underlying product for reasons unrelated to your conduct (e.g., the vendor discontinues the service, changes pricing, or revokes the license type globally):
- We will provide a replacement with an equivalent product where possible
- If no equivalent replacement exists, we may offer a partial refund proportional to the remaining service period
- This is at our discretion based on the specific circumstances
4. When Refunds Are NOT Available
Refunds are NOT available in the following situations:
- (a) You changed your mind after receiving the product
- (b) You bought the wrong product, region, or duration by mistake — please double-check before completing purchase
- (c) The product has been activated, redeemed, or installed on any platform or device
- (d) You don't know how to use the product — we provide activation instructions on every product page and are available via WhatsApp to help with setup
- (e) Compatibility issues that were disclosed on the product page (e.g., "Requires Windows 10 or later")
- (f) You violated the Terms & Conditions — for example, attempting to resell the product or share credentials
- (g) Fraudulent payment activity is detected on your account
5. How to Request a Refund or Replacement
6. Replacement vs Refund
When an issue is verified, we generally prefer to issue a replacement rather than a refund, because:
- You still get the product you wanted
- It avoids payment processing delays
- It's faster (often within hours instead of days)
Replacements are offered when:
- The issue is caused by a technical defect on our end
- The vendor has a known issue that can be resolved with a new key/code
- An equivalent product is available
Refunds (instead of replacements) are issued when:
- No equivalent replacement is available
- You prefer a refund and we agree
- The product line has been discontinued
7. Chargebacks
Before filing a chargeback with your bank or card issuer, please contact our support team first. We resolve the vast majority of disputes directly without involving the payment processor.
If you initiate a chargeback before contacting our support team:
- Your account may be suspended pending investigation
- We will dispute the chargeback with Stripe/PayPal using our records: order timestamp, delivery confirmation, activation logs, IP records, your acceptance of these terms at checkout
- You waive your right to a Timbill refund or replacement for the disputed transaction
- Your payment method may be banned from future use on Timbill
8. Currency & Exchange Rates
Refunds are processed in the original purchase currency. Currency fluctuations between purchase and refund are not compensated. For example, if you paid 100 SAR and the SAR-USD rate changes before the refund, you receive 100 SAR back regardless.
9. Contact Us
For refund questions:
WhatsApp: +1 (202) 695-4446 (fastest)
Email: [email protected]
Subject line: "Refund Request — Order #[your order number]"
We aim to respond within minutes during business hours and within 24 hours otherwise.