Summary
eSIMs are digital goods that, once activated, can’t be recalled or transferred. Our refund rules reflect that:
- Unactivated eSIM, within 30 days of purchase: full refund, no questions.
- Activated eSIM that fails to work due to a defect on our or our provider’s side: refund (full or partial, depending on usage).
- Activated eSIM that worked as described: not refundable.
- Buyer’s remorse after activation: not refundable.
We’d rather solve a problem than process a refund, so if something isn’t working — contact us first. Most issues are fixable.
1. When you can get a refund
We will refund the full amount you paid in any of these cases:
- You haven’t installed or activated the eSIM yet and you ask within 30 days of purchase.
- The eSIM cannot be installed on your device because it’s incompatible (and we hadn’t flagged the device on the plan’s page).
- The eSIM fails to register on a mobile network at your destination for reasons attributable to us or our Network Provider (not coverage limits we disclosed, not your device, not your destination’s local conditions).
- You were charged twice or charged in error.
- You bought the wrong country or plan and you ask before activation, within 30 days of purchase.
2. When you can’t
We can’t refund in these cases:
- The eSIM has been activated and provided data as described, even if you used less than your plan allowance.
- You no longer need the data because your travel plans changed.
- The eSIM works but data speeds or coverage at a specific location are below your expectations — coverage and speed depend on the local network operator, not on us, and we publish what we know in good faith.
- You ran out of data faster than you expected; you can top up rather than refund.
- Your destination country imposes restrictions (VPN bans, blocked services, content blocks) that we don’t control.
- The request is made more than 30 days after purchase for an unactivated eSIM.
- Your device is locked to another carrier or the eSIM was installed on a device that does not support eSIM.
3. How to request one
Email support@esimple.ai with:
- Your order reference (the
pi_...identifier on your receipt — or the email address you bought with). - A short description of the issue.
- If applicable, the activation status of the eSIM and any error messages your device showed.
For activation problems, we may ask a few questions to diagnose before refunding — most issues turn out to be a device lock or network settings on the phone that we can walk you through.
4. How we process it
Approved refunds are issued back to the original payment method via Stripe. We don’t issue store credit, cash, or bank transfers as refunds.
Once approved on our side, the refund is initiated to Stripe immediately. Stripe typically takes 5–10 business days to return the funds to your bank or card, depending on your bank’s policy. We don’t control that timeline.
We will email you when the refund is initiated. The amount will appear on your statement as a credit referencing the original charge.
5. Partial refunds and disputes
If an eSIM partially worked (for example, it functioned for part of your trip but failed later through no fault of yours), we may issue a partial refund pro-rated against the unused validity or data. We decide partial refunds case by case.
If you disagree with a refund decision, reply to our email and ask us to escalate. We aim to resolve disputes within 14 days. If we still disagree, you can lodge a complaint with the consumer-protection authority in your country.
6. Chargebacks
Please contact us before raising a chargeback with your bank. Chargebacks are a costly and time-consuming process for both sides and we’d much rather resolve the issue directly. We respond to all support emails within 2 business days (usually faster).
If you raise a chargeback for an order we believe is valid and supported by our records, we may dispute it with Stripe — but in most cases we’d rather just give you a refund if you tell us what went wrong.
7. Changes to this policy
We may update this Refund Policy from time to time. Material changes will be posted here with a new “Effective” date. Orders placed before a change are governed by the policy in effect at the time of the order.
8. Contact us
Refund requests and support: support@esimple.ai
Disputes and legal: legal@esimple.ai
Post: esimple Pte Ltd, 160 Robinson Road, #14-04 Singapore Business Federation Center, Singapore (068914).
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