Refund Policy

Last updated: August 11, 2025

1. Eligibility for a Refund

• A refund request can be submitted within 30 calendar days from the purchase date.
• Refunds are only possible for eSIMs that have not been activated and show no data usage.
• For orders with multiple items, a refund is possible for the specific eSIM meeting the criteria, even if other items have been activated.

2. Limitations and Exclusions

• Activated eSIMs (network registration/data session present) – not refundable.
• eSIMs with expired validity – not refundable.
• Partially used plans (even 1 KB) are considered activated – not refundable.
• Issues caused by an unsupported device are not grounds for a refund if the eSIM was activated. If not activated – see point 3.3.
• Errors scanning the QR code due to third-party apps or device settings are not considered an eSIM defect.

3. Special Cases

• Duplicate payment: upon confirmation – full refund of the extra payment.
• Failed payment where funds were debited but the eSIM was not delivered: upon confirmation – full refund.
• Device incompatibility: if the eSIM has not been activated and we confirm that the device does not support eSIM – full refund.

4. Refund Process

If you meet the criteria, please submit your request:

• by email to: support@esimhub.online, or
• via the contact form in the app or on the website (section “Support”).

Please include:

1. Order number and email address used for the purchase.
2. ICCID or eSIM plan name.
3. Brief explanation of the refund reason.
4. Screenshots/error messages (if any).
5. Confirmation that the eSIM has not been activated (e.g., device screenshot; final verification will be done by us with the provider).

5. Review and Refund

• Processing time: up to 15 business days from receipt of request.
• Refund method: same payment method used for the purchase.
• Time to credit: depends on the bank/payment provider, usually 3–10 business days after approval.

6. Chargebacks

Filing a chargeback before contacting our support may delay the process. We recommend contacting us first – in most cases, a standard refund is faster.

7. Activation Verification

We verify the eSIM status based on provider data (activation/sessions/data usage). If any usage is recorded, a refund for “not activated” is not possible.

8. Privacy

Information provided for the refund (email, order number, ICCID, etc.) is used solely for verification and processing of the request and is handled in accordance with our Privacy Policy.

9. Changes to the Policy

We may update this Refund Policy. The current version is available on this page, and the last updated date is indicated above.