1. Introduction
1.1 This Technical Complaints Handling Policy (the “Policy”) explains how CoinFortCap OÜ (“we”, “us”, “our”, the “Company”) receives, investigates, and resolves technical complaints related to the eSIM digital content and related digital services provided via https://esim2get.com/ (the “Website”). This Policy complements our Terms and Conditions and applies to technical issues connected with provisioning, delivery of installation details, activation, connectivity, and technical support.

1.2 Nothing in this Policy limits, excludes, or otherwise affects any mandatory rights and remedies you may have under the laws of the Republic of Estonia and applicable European Union law, including the Estonian Consumer Protection Act (Tarbijakaitseseadus): https://www.riigiteataja.ee/en/eli/ee/507112023003/consolide/current

2. Company Details and Contact
2.1 The service provider and seller is CoinFortCap OÜ, registry code 14898743, Harju maakond, Tallinn, Kesklinna linnaosa, Vesivärava tn 50-301, 10152, Estonia.

2.2 To submit a technical complaint or request technical support, contact us at info@esim2get.com.

3. Definitions
3.1 In this Policy.

3.1.1 “Complaint” means an expression of dissatisfaction about the technical operation of the Services, the delivery or functionality of installation details, activation, connectivity, or our technical support handling, where a response or resolution is expected.

3.1.2 “Consumer” means a natural person acting for purposes outside their trade, business, craft, or profession.

3.1.3 “Business Customer” means any customer who is not a Consumer.

3.1.4 “eSIM” means an embedded SIM profile provided digitally for installation on a compatible device.

3.1.5 “Installation Details” means the information required to install an eSIM, such as a QR code and/or SM-DP+ address and activation code.

3.1.6 “Data Package” means a digital package that provides access to mobile data services for a defined allowance, territory, and validity period as described at purchase.

3.1.7 “Reproducible in writing” means a format that can be stored and reproduced unchanged, such as email or a written document.

3.1.8 “Provider” means our technical eSIM provisioning partner used to generate eSIMs and assign data packages through an application programming interface (API).

4. What This Policy Covers
4.1 This Policy covers technical complaints and support requests relating to:

4.1.1 Delivery of, or access to, Installation Details.

4.1.2 Provisioning status, including cases where an eSIM was not created or was created incorrectly.

4.1.3 Activation issues, including “unable to add eSIM” errors and activation code or SM-DP+ issues.

4.1.4 Connectivity issues, including inability to connect, unstable connection, or unexpected lack of service in a supported territory.

4.1.5 Data package assignment issues, including top-ups or renewals being assigned incorrectly to an existing eSIM.

4.1.6 Website technical issues that prevent you from accessing your order details or Installation Details.

5. How to Submit a Complaint
5.1 You may submit a Complaint in any form. For faster handling and a written record, we recommend submitting Complaints by email to info@esim2get.com.

5.2 To help us investigate efficiently, please include.

5.2.1 Your order number and the email address used for the purchase.

5.2.2 The plan details (country or region, data allowance, validity period).

5.2.3 A clear description of the issue and when it occurred.

5.2.4 Your device model and operating system version.

5.2.5 The country where you attempted to install or use the eSIM.

5.2.6 Screenshots of error messages and your device’s relevant settings, where available.

5.2.7 Whether you attempted to install the eSIM more than once, and whether it was installed on another device.

5.3 If you do not provide sufficient information to identify the order or reproduce the issue, we may ask for additional details before we can proceed with troubleshooting.

6. Receipt Confirmation and Communication
6.1 If a Consumer submits a Complaint in writing or in a format reproducible in writing, we will confirm receipt of the Complaint.

6.2 We handle Complaints primarily through email, which is a format reproducible in writing.

6.3 We may request additional information necessary to verify the order and investigate the technical issue.

6.4 Where appropriate, we may provide interim troubleshooting steps while the investigation continues.

7. Investigation and Troubleshooting Process
7.1 We handle technical Complaints using the following internal steps.

7.1.1 Registration of the Complaint and assignment to a responsible specialist.

7.1.2 Initial assessment, including checking order status and technical provisioning records.

7.1.3 Verification of installation status and compatibility factors based on the information you provide.

7.1.4 Where needed, escalation to the Provider to verify provisioning status, activation status, and data package assignment through the API and related logs.

7.1.5 Proposed resolution and guidance, including steps you may need to perform on your device.

7.1.6 Final response describing the outcome, reasons, and any technical remediation provided.

7.2 You agree to cooperate with reasonable troubleshooting requests, including performing standard device checks and following installation instructions, without prejudice to any mandatory rights and remedies you may have under applicable law.

8. Response Times for Consumer Complaints
8.1 If a Consumer submits a Complaint in writing or in a format reproducible in writing, we will respond in the same format within 15 days after receipt of the Complaint and provide information about satisfying the Complaint or a potential solution, unless a different mandatory time limit applies.

8.2 If we cannot provide a final solution within 15 days, we will still respond within 15 days and.

8.2.1 Explain the reasons for the delay.

8.2.2 Provide the status of the investigation.

8.2.3 Indicate a new reasonable deadline by which we expect to provide the final response or next technical outcome.

9. Typical Resolutions
9.1 Depending on the circumstances and technical feasibility, we may provide one or more of the following technical resolutions.

9.1.1 Step-by-step guidance to complete installation, activation, or configuration.

9.1.2 Verification and correction of provisioning status via the Provider.

9.1.3 Re-issuing or re-delivering Installation Details where technically possible and appropriate.

9.1.4 Re-assignment or correction of a Data Package assignment where an API-side assignment issue is confirmed.

9.1.5 Issuing a replacement eSIM profile where the original profile is confirmed as technically unusable and replacement is technically feasible.

9.2 Some technical outcomes may be limited by factors outside our control, including device restrictions, operating system behavior, local network availability, roaming partner policies, and technical limitations of the Provider.

10. No provision of a Human-Driven Service

10.1 Our customer support, including any troubleshooting guidance, instructions, or communications provided by our agents, is provided solely as technical assistance to help you use the Digital Content and related Digital Service.

10.2 Our customer support must not be interpreted as providing “human-driven services”, managed services, or any service where we operate, configure, control, or administer your device, your operating system, your mobile network settings, or your connectivity on your behalf.

10.3 For the avoidance of doubt:

10.3.1 We do not access your device remotely or perform actions on your device.

10.3.2 We do not provide continuous monitoring, device management, or network management.

10.3.3 We do not provide professional advice services, including legal, regulatory, financial, medical, or engineering advice.

10.4 Any instructions or steps suggested by our support team are to be performed by you at your own discretion on your own device, and you remain responsible for your device configuration and for compliance with applicable laws in the country where you use the eSIM.

10.5. Nothing in this section limits, excludes, or otherwise affects any mandatory rights and remedies you may have under the laws of the Republic of Estonia and applicable European Union law.

10. TTJA and Your Right to Contact the Regulator
10.1 If you are a Consumer and you are not satisfied with how we handled your technical Complaint, you have the right to contact the Estonian state authority responsible for consumer protection and technical regulatory supervision.

10.2 This authority is the Consumer Protection and Technical Regulatory Authority, which in Estonian is Tarbijakaitse ja Tehnilise Järelevalve Amet (TTJA).

10.3 You may also have the right to submit a consumer dispute to the Consumer Disputes Committee operating at TTJA, subject to its competence and procedural rules.

10.4 TTJA information is available at https://www.ttja.ee/en and Consumer Disputes Committee information is available at https://www.ttja.ee/en/consumer-disputes-committee

11. Misuse, Fraud, and Safety Checks
11.1 We may request additional verification or limit the assistance provided if we reasonably suspect misuse, fraud, or unauthorized access to an order, for example where Installation Details appear to have been shared or used on another device.

11.2 Where appropriate, we may pause processing while we perform reasonable checks to protect customers and prevent unauthorized activity.

12. Record Keeping and Service Improvement
12.1 We keep records of technical Complaints and our responses for internal quality, compliance, and dispute handling purposes.

12.2 We may use aggregated and anonymized Complaint data to improve our services and support processes.

13. Changes to This Policy
13.1 We may update this Policy from time to time.

13.2 The version in effect at the time you submit a Complaint will apply to the handling of that Complaint, unless changes are required by law or are clearly beneficial to you and do not reduce your mandatory rights.