Complaints Handling Policy

BRIGHTCORE ENTERTAINMENT LTD, company number 17357935, trading as Kirosim, handles complaints about purchases and services at kirosim.com.

Contact us at info@kirosim.com or write to Dept 6957, 196 High Road, Wood Green, London, United Kingdom, N22 8HH. You do not need to use a particular form or pay a fee to complain.

Please explain the problem, what happened and the outcome you are seeking. An order reference, purchase email, relevant dates, device model and destination can help us locate the issue. Provide only information relevant to the complaint.

Do not send account passwords, full payment-card information or card security codes. Conceal unrelated personal information in screenshots. If someone complains on your behalf, we may request reasonable evidence of their authority before sharing your information.

If you need an adjustment to communicate with us, explain what would help and we will consider a reasonable alternative.

We will record the complaint, identify the issue and review relevant order, payment, service and correspondence records. We may ask focused questions or seek technical information from organisations involved in providing the service.

We aim to acknowledge complaints within two business days and provide a substantive response within 15 business days. For these targets, business days are Monday to Friday excluding public holidays in England and Wales. These are handling targets, not a promise that every technical issue can be resolved within that period.

If more time is needed, we will explain the reason and provide an expected update date. These targets do not extend a statutory refund deadline, privacy-request deadline or any other mandatory time limit. A cancellation notice takes effect according to the applicable cancellation rules, not when our investigation ends.

If the problem concerns an active trip, include the destination and the nature of the connection failure so that we can assess its urgency. Report the issue while it is occurring where possible. Do not delete the eSIM unless instructed.

This complaints process is not an emergency service. Use an appropriate alternative means to contact emergency services or obtain essential assistance.

Our response will explain the issue considered, the outcome and its main reasons. Where appropriate, it will describe the corrective action, replacement, refund or other remedy and any further steps needed.

We will assess the complaint on its merits and under the applicable purchase terms and law. We will not reject a complaint merely because it was expressed informally or did not cite a legal provision.

If you disagree with the response, reply or email info@kirosim.com explaining which part you dispute and provide any additional information. We will arrange a further review, by another person where practicable, and explain the resulting position.

You do not have to repeat information already reasonably available to us. The review does not remove or postpone an external right or deadline.

You may seek independent advice, contact your card issuer about rights relating to a transaction, approach a competent consumer-protection authority or bring a claim in a court with jurisdiction. Our internal process is not a mandatory substitute for those routes.

For a privacy concern, you may contact the UK Information Commissioner's Office or another competent data-protection authority. See our Privacy Policy.

Where applicable law requires us to provide details of an alternative dispute-resolution body or state whether we will participate in a procedure, we will provide that information at the appropriate stage. This Policy does not represent membership of a particular ombudsman, regulatory approval or participation in a scheme that has not been established.

We use complaint information to investigate, communicate the outcome, identify relevant service problems and meet legal obligations. Retention and disclosure are governed by our Privacy Policy. Access is limited according to the purpose of the review.