7-day refund guarantee

1. Types of Refunds

2. When Refunds Are NOT Available

Refunds are generally not available in the following circumstances:

• The eSIM has been successfully activated and the data plan is functioning as described
• You change your mind after the eSIM has been installed and data service has been used
• Your device does not support eSIM technology (please verify compatibility before purchase)
• You are in an area with limited or no network coverage that was disclosed in the product description
• You accidentally deleted the eSIM from your device after installation
• Network speeds are reduced under the Fair Usage Policy disclosed on the product page (e.g., after daily high-speed allowance on unlimited plans is consumed)
• The data plan has already expired

3. How to Request a Refund

The refund process is simple:

1. Self-Service Cancellation (fastest): For orders not yet activated, open My Orders in your account and tap Cancel Order. Your full refund is processed automatically to your original payment method — no support ticket needed.
2. Contact Support: For activated eSIMs or any other case, reach out to our Customer Support Team through the channels listed below. Please provide your order number and a brief description of the issue.
3. Troubleshooting: For technical issues, our team will work with you to diagnose and resolve the problem. Please provide any diagnostic information requested (screenshots, device settings, etc.).
4. Review: We aim to review and respond to all refund requests within 24-48 hours.
5. Refund Processing: Once approved, your refund will be processed to your original payment method within 5-10 business days, depending on your payment provider.

4. Partial Refunds

Partial refunds may be granted in cases where:

• The eSIM was partially functional for a period before a service interruption occurred
• A significant portion of the data plan remained unused at the time the issue was reported
• Network coverage was materially different from what was advertised, and this affected a meaningful portion of your usage period
• Partial refunds are calculated on a pro-rata basis, taking into account the data already consumed and the days of service already provided

5. Disputed Transactions and Chargebacks

If you have a concern about a charge, please contact us first before filing a dispute with your bank or credit card provider. We can often resolve issues much faster than the formal chargeback process. For chargebacks initiated without first contacting us:

• Your account may be temporarily suspended during the investigation
• We will provide evidence of the transaction, product delivery, and any eSIM activation or usage to the payment provider
• Frivolous or fraudulent chargebacks may result in permanent account closure

6. Third-Party Purchases

If you purchased your eSIM through one of our authorized resellers or affiliate partners, please contact that seller directly for refund requests. Their refund policy may differ from ours, and eSIM Cover can only process refunds for purchases made directly through esimcover.com or our official mobile applications.

7. Payment Processing Fees

For approved refunds — including self-service cancellations before activation — we refund the full purchase amount including any applicable taxes. We do not deduct our payment processing fees. The refund is issued to your original payment method and typically appears within 5-10 business days, depending on your payment provider.

8. Important Notes

• eSIM Cover acts as a reseller of connectivity services provided by mobile network operators. We facilitate refunds as outlined in this Policy but cannot guarantee service availability, network quality, or coverage in specific locations as these are controlled by our network partners.
• Our Refund Policy does not affect your statutory consumer rights under applicable law. You may have additional rights depending on your country of residence.
• We reserve the right to modify this Refund Policy at any time. Changes apply to purchases made after the effective date of the revised policy.
• For purchases made during promotional sales, the refund amount will be the actual amount paid, not the regular list price.

9. Contact Us

To request a refund or discuss your eligibility, please contact our Customer Support Team:

• Email: [email protected]
• Live Chat & AI Assistant: Available 24/7 on our website and mobile app
• Response Time: Within 24 hours