Refund Policy

Introduction

This Refund Policy explains when and how you may request a refund for eSIM plans and related digital services purchased through eSimValue ("we", "us"). It applies together with our Terms of Service.

Industry practices for digital eSIM services commonly distinguish between (a) unused or unactivated plans, (b) technical failures attributable to the provider, and (c) used services or user-side issues. We follow a similar approach, as described below.

Scope

This policy applies to purchases made directly on our website or official apps. If you purchased through a third-party reseller or app store, that party's refund and billing rules may apply instead.

1. Cooling-off and unused eSIMs

Where applicable law grants a right of withdrawal for digital services, you may cancel your purchase within fourteen (14) days of the order date only if the eSIM has not been activated, installed, or used. Once you activate, download, or begin using the eSIM, the service is considered delivered and this cooling-off period no longer applies, unless mandatory consumer law requires otherwise.

2. Refunds for technical or service failures

You may be eligible for a replacement or refund if:

• The eSIM cannot be activated or used due to a fault attributable to us or our connectivity partners, and
• You contact us within thirty (30) days from when the issue first appears, and
• You cooperate with reasonable troubleshooting (for example: screenshots, device model, OS version, and error messages).

If we cannot restore service within a reasonable period—typically within ten (10) business days after we acknowledge your request, unless a longer period is needed for complex cases—we may offer a full or partial refund of the affected plan, or account credit, at our discretion.

3. Partial usage

If part of the data, voice/SMS allowance, or validity period has been consumed, any refund or credit may be limited to the unused portion of the plan, calculated fairly based on the package terms and remaining entitlement.

4. Situations we generally do not refund

We cannot offer a refund or replacement in cases including, without limitation:

• Change of mind after activation or installation
• Accidental purchase after the eSIM has been activated or used
• Issues caused by incompatible or carrier-locked devices, incorrect APN or device settings, or failure to follow installation instructions, where our delivery and activation systems are working as intended
• Coverage or speed that varies by location when the service is delivered according to the plan description (mobile networks vary by area and load)
• Plans fully used or expired under the package rules
• Promotional or discounted offers where marked as non-refundable at checkout
• Wallet, store credit, or bonus balances that are issued as non-withdrawable credit, as stated at the time of grant
• Fraud, abuse, or breach of our Terms of Service

5. How to request a refund

Submit your request through:

• The support or orders area of our website or app (if available), or
• Email using the address on our Contact page, including: the email on your account, order or transaction ID, plan name, and a clear description of the issue.

We may ask for additional information to verify your purchase and process the request.

6. Refund method and timing

Approved refunds are usually issued to the original payment method. In some cases we may issue store credit when a card refund is impractical or you agree to credit.

• Internal review often completes within a few business days; complex cases may take longer.
• After approval, your bank or card issuer may take several business days to several weeks for the amount to appear, depending on their processing rules.

7. Chargebacks and payment disputes

Please contact us first before filing a chargeback or payment dispute so we can try to resolve the issue. Unwarranted chargebacks may result in account restrictions and may affect eligibility for refunds.

8. Changes

We may update this Refund Policy from time to time. The Last updated line shown on the localized page header will reflect the current version. Continued use of our services after changes constitutes acceptance of the updated policy where permitted by law.

9. Contact

For questions about this policy or a specific order, please use our Contact page or the support channel listed there.