Question 1

Does Prune store my Aadhaar or personal data?

Accepted Answer

No. Prune does not store Aadhaar numbers, OTPs, biometric data, or ID copies.KYC verification is securely handled by:UIDAIOfficial operator KYC systems (Airtel / Jio / Vi / BSNL)Prune only stores the basic delivery and contact details required to complete service and support.

Question 2

Are delivery charges refundable?

Accepted Answer

Refund eligibility depends on delivery status.Refundable ifThe SIM was never deliveredDelivery failed due to PruneThe order was canceled before dispatchNot refundable ifThe SIM was successfully delivered

Question 3

Can I cancel my SIM order?

Accepted Answer

Yes — you can cancel your order if a rider has not yet been assigned.If the order has already been dispatched, cancellation depends on rider availability and how far the delivery has progressed.

Question 4

What can Prune’s chatbot assist with?

Accepted Answer

The Prune chatbot can assist with most common India SIM queries, including:Order status and trackingDelivery ETA updatesKYC-related questionsActivation steps and guidanceNetwork troubleshooting (No Service / No Data)Porting (MNP) issues and UPC helpIf the chatbot can’t resolve the issue, it automatically escalates your case to human support with your order details for faster assistance.

Question 5

How do I raise a support ticket on Prune?

Accepted Answer

If your India SIM is not activating or showing network issues, you can raise a ticket directly from your order in the Prune app.Steps to raise a ticketOpen the Prune AppGo to My OrdersSelect your SIM orderTap Raise TicketDescribe the issue clearly and attach screenshotsTap SubmitSupport is priority-based for SIM activation issues, so raising a ticket from the order helps the team resolve it faster.

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Help, Support & Refunds

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About India SIM

Delivery, KYC & Activation

Plans, Recharge & Usage

Network & Device Troubleshooting

Porting & Number Management

Help, Support & Refunds