1. General provisions
1.1. An eSIM is a digital product. Whether a refund is possible depends on the status of the eSIM profile at the time you contact us. The profile status (issued / installed / deleted / data usage started) is determined automatically from the profile management system of our partner operator and is an objective and sufficient basis for the refund decision.
1.2. By placing an order you confirm that you have read this Policy, agree to the immediate supply of the digital product and waive your right to withdraw from the contract within 14 days, to the extent applicable under the law of your country (including EU Consumer Rights Directive 2011/83/EU).
1.3. A refund request is submitted through customer support — e-mail support@esimsale.com, Telegram @esimsale_bot or the chat on the website — no later than 14 calendar days from the date of purchase. The request must state the order number and the e-mail address used for payment.
1.4. An eSIM profile deleted from a device cannot be restored: it cannot be installed again from the same QR code. Before deleting a profile, make sure you will no longer need it, or contact support first.
2. Refund conditions
2.1. The eSIM profile has been issued but not installed on a device
Applies when the profile has not been installed on any device — for example, your device does not support eSIM, is carrier-locked (SIM lock), or you changed your mind about using the service.
You may choose one of the following:
- A voucher for 100% of the order value — a promo code for the full purchase price, usable on our website. The voucher is valid for 12 months.
- A cash refund — less a processing fee of 22% of the order value + USD 0.44 (or the equivalent in the payment currency at the exchange rate on the refund date). The fee covers non-refundable payment system charges and the operating costs of issuing the profile.
2.2. The profile is installed, data usage has not started
Applies when the eSIM profile has been installed on a device but no data has been transferred through it (according to operator records).
You may choose one of the following:
- A voucher for 100% of the order value — a promo code for the full purchase price, usable on our website. The voucher is valid for 12 months.
- A cash refund — less a processing fee of 22% of the order value + USD 0.79 (or the equivalent in the payment currency at the exchange rate on the refund date). An installed profile cannot be issued again, which increases the fee.
The refund is conditional on the eSIM profile being deleted from the device before the refund is processed. The deletion and the absence of data usage are confirmed by the partner operator's profile management system.
2.3. Data usage has started
If data has been transferred through the eSIM profile, no refund is issued — regardless of how much traffic was used and how much of the plan validity remains. Deleting the profile from the device afterwards is not a ground for a refund. The exception is the cases described in clause 2.4.
2.4. Technical fault attributable to the service or the operator
If the eSIM does not work for reasons within the responsibility of our service or our partner operator, you are entitled to a full refund (100%) provided that all of the following are met:
- you contacted technical support — e-mail support@esimsale.com, Telegram @esimsale_bot or the chat on the website — and provided the diagnostic information requested (device model, screenshots of the settings, a description of the error);
- you followed the instructions given by technical support;
- the problem was not resolved within 24 hours of your request.
Instead of a refund you may choose to replace the eSIM with the same or a different plan, with the price difference settled accordingly.
Please note: without contacting support, no refund is issued on the grounds that "the eSIM did not work" — in most cases the problem is solved by adjusting the device settings (APN, data roaming, network selection). Do not delete the eSIM profile before the diagnostics are complete: deleting the profile may make it impossible to investigate and resolve the problem.
3. Cases in which no refund is issued
- Data usage has started (clause 2.3);
- The plan validity has expired, or the refund request deadline has passed (14 calendar days from the date of purchase);
- The plan is marked as "non-refundable" on the plan page and at checkout;
- The order was paid for with a voucher or promo code (in that case a voucher may be re-issued, but no cash refund is made);
- The eSIM profile was deleted from the device without meeting the conditions of this Policy, including deletion by mistake;
- The problem relates to network coverage at a specific location, data speeds on the operator's network, or restrictions imposed by local law.
4. Refund procedure and timelines
4.1. A decision on the request is made within 3 business days of receiving all the required information.
4.2. Refunds are issued by the same method used for the payment, within 5–10 banking days of the request being approved. The time it takes for the money to arrive depends on the bank that issued your card.
4.3. All fees are calculated in US dollars; if payment was made in another currency, the equivalent at the exchange rate on the refund date applies.
4.4. The voucher (if you choose that option) is sent to the e-mail address given with the order within 1 business day.
5. Final provisions
5.1. We reserve the right to request additional information in order to verify the profile status and the validity of the request.
5.2. This Policy may be amended; the version in force at the time of payment applies to your order.
5.3. For any refund-related questions, contact us at: e-mail support@esimsale.com, Telegram @esimsale_bot or the chat on the website.