Refund Policy

This policy applies to eSIM plans and top-ups bought directly from eSIM Net at esimnet.org (opens in a new tab), whatever payment method you used. It forms part of our Terms of Service. If you bought your eSIM through one of our resellers, please contact that reseller, whose own refund terms apply.

eSIMs are digital products that are issued and delivered immediately and can be used as soon as they are installed. That is why eligibility depends on whether the eSIM has been used, and why every request is checked before a refund is made.

• Purchase date — the date your payment for the order was confirmed.
• Installation — adding the eSIM to a device by scanning its QR code or entering its activation details.
• Activation — the eSIM's first connection to a supported network in its coverage area. The plan's validity period starts at activation.
• Data usage — any mobile data consumed on the eSIM, as recorded by our network partners.
• Revocation — the permanent deactivation of an eSIM that was not activated in time.

Every eSIM we sell remains available for activation for 29 days after the purchase date. If it has not been activated during those 29 days, it is automatically revoked on day 30.

After revocation, the eSIM can no longer be installed, activated, used or topped up, and its QR code and activation details stop working. A revoked eSIM cannot be restored.

To request a refund, you must contact us within 29 days of the purchase date. Requests received after this period may be rejected. For a top-up, the period runs from the date you bought the top-up.

Please contact us as early as possible — especially if something is not working — so we can help before your trip or while you are travelling. To review your request, we need:

• your order reference;
• the email address used for the order;
• the eSIM ID or ICCID (shown in your delivery email and in your device's eSIM settings);
• the reason for your request;
• your payment details — for example, the payment method used and the transaction ID from your receipt; and
• where relevant, supporting evidence such as screenshots of error messages, your device model, and your location and time when the problem occurred.

For a request made within the 29-day period, eligibility depends on the status of the eSIM:

Installed but unused

If you installed the eSIM but have not consumed any data, you may be eligible for a refund. Installing an eSIM does not, by itself, show that the service was used — installation downloads the profile to your device, and does not consume your plan's data. Eligibility is subject to the verification described in Section 6. If a refund is approved, the eSIM is deactivated and can no longer be used, and we may ask you to remove it from your device.

Installed and used

If the eSIM has been installed and has consumed data, the purchase is non-refundable. Any measurable data usage — however small — means the service has been used, and we will generally decline the request. The only exceptions are where applicable law requires a refund, or where we decide, in exceptional circumstances and at our discretion, to offer one. Partial usage is treated the same way: we do not refund unused data or unused days of a plan that has been used, except as described for service failures in Section 7.

We check each request against the records our network partners keep for the eSIM. These records show whether the eSIM has been downloaded to a device, whether and when it connected to a network, and how much data it has consumed. We compare them with your order and the information you give us.

We may ask you for more information, such as screenshots of your device's eSIM or mobile data settings. If the records show data usage, that usage is treated as usage of the plan, including when it happened in the background — for example, through automatic app updates — because the network cannot tell the difference. Please keep the eSIM line turned off, or remove the eSIM, if you intend to ask for a refund.

These situations are all decided on verified facts. Refunds are not automatic; where one is due, it follows the process in Section 9.

1. Email support@esimnet.org with the subject "Refund request", or use our contact form, which lets you add your eSIM ID or ICCID and attach screenshots.
2. Include the information listed in Section 4.
3. Send your request from the email address used for the order if you can — it helps us verify it quickly.

Review

We aim to reply within 24 hours. We then verify your order and the eSIM's installation, activation and usage records, and may ask you for more information. If verification takes longer — for example, while we wait for records from a network partner — we will tell you.

Decision

We will tell you our decision by email. If we decline a request, we will explain why, and you can reply with any further information for us to reconsider. A refund may be declined where the conditions of this policy are not met — for example, where data has been used or the request was made after the 29-day period.

Payment of refunds

Approved refunds are made to the original payment method, for the amount you paid in US dollars. Once approved, the eSIM is deactivated. The time for the money to reach you depends on your payment provider and bank and can take several business days; any difference caused by your bank's currency conversion is outside our control. We do not refund to a different payment method or account, except where the original one can no longer receive refunds and we can verify the alternative.

Nothing in this policy limits or excludes rights you have under mandatory consumer protection laws that apply to you — for example, rights relating to digital services that are faulty or not as described, or statutory withdrawal rights where they apply. If this policy and those laws differ, the law prevails.

We may update this policy from time to time. The date at the top shows when it was last updated. The version that applies to your order is the one published when you placed it.

For refund requests and questions about this policy, contact us at support@esimnet.org or through our contact form.