Refund Policy
When you can get your money back for an eSIM, and how it reaches you.
Updated November 5, 2026 · Version 1.0
In short
- Haven't activated your eSIM? You can get a full refund until the plan expires.
- eSIM doesn't work and we can't fix it? You get 100% back.
- Data you've already used can't be refunded.
- Ask on WhatsApp or by email. Refunds reach your card in 5–10 business days.
This summary is here to help you find your way. The full text below is what applies.
1. eSIM not activated
You can cancel for a full refund as long as the eSIM hasn't been activated and the plan hasn't expired. "Activated" means the eSIM has connected to a mobile network for the first time. Installing it on your phone doesn't count.
2. eSIM doesn't work
If your eSIM is faulty and our support team can't get you online, we refund 100% of the price.
If we couldn't create your eSIM at all, you don't need to ask: the payment is refunded automatically and we email you.
3. What we can't refund
- Data you've already used.
- Plans that have expired.
- Problems caused by a device that doesn't support eSIM or is carrier-locked (see our Terms of Service).
4. How to ask
Message our support team on WhatsApp or email [email protected] with your order number. You can find it in your confirmation email and in Account → My eSIMs.
5. Where the money goes
| You paid with | Refunded to | When |
|---|---|---|
| Card, Apple Pay or Google Pay | The same payment method | Usually 5–10 business days |
| Wallet credit | Your wallet | Straight away |
If the order used a referral discount, the reward the person who invited you earned is taken back.
6. Your statutory rights
Digital content starts immediately after purchase, so the 14-day cancellation right doesn't apply once the eSIM is delivered. This policy gives you more than the law requires, and doesn't affect your rights if the service is faulty.
© 2026 eSimu. All rights reserved.
Questions about this page?
Our support team can explain any part of it. Message us and we'll get back to you.