Refund Policy

Effective date : 2025/01/01

• REFUND/CANCELLATION/MODIFICATION POLICY
Customers may request a refund or eSIM replacement if they are unable to use the Services due to an error or omission by eSIMno. Refund requests must be made within thirty (14) days of purchase. However, eSIMno is not obligated to issue a refund if the issue can be resolved within ten (10) days of receiving notification from the Customer. Customers are expected to cooperate with eSIMno's troubleshooting efforts. Failure to do so may result in the denial of a refund. Each eSIM data package has its own validity period; no refunds are offered for remaining data after this period expires.
The following conditions also apply:
• Excluded Charges: No refunds will be issued for charges from alternate phones, SIM cards, providers, hotel phones, or any charges not directly related to the Customer's eSIMno account.
• Fraudulent Purchases: eSIMno reserves the right to deny refunds in cases of abuse, violation of these Terms, or any fraudulent activity related to the Services.
• Unauthorized Purchases: Customers must immediately notify eSIMno of any suspected unauthorized purchases. Refunds for unauthorized purchases are subject to investigation and approval by eSIMno. eSIMno may suspend accounts associated with fraudulent activity.
• Accidental Purchases/Installation: Once an eSIM is installed, it is considered used, and no refunds will be offered, except as specifically provided herein.
• Billing Disputes: Customers must notify eSIMno of any disputed charges within twelve (12) days of the charge, providing details of the discrepancy and the amount considered due (see Section 4 for more details).
• eSIM Replacements: eSIMs purchased solely with credits earned from vouchers may be replaced within 14 days of purchase.
• Other Refund Requests: Refund requests not covered above will be evaluated on a case-by-case basis. Approved refunds may be subject to a processing fee. The maximum refund amount cannot exceed the original purchase price.

To request a refund, please contact our support team through the in-app or website chat. Further information, such as device settings screenshots for technical issues or details regarding billing discrepancies, may be required to process the refund request. Refunds may be issued to the original payment method or as account credit. Please allow up to thirty (30) business days for refunds to appear on your statement, depending on your bank.

Customers who purchased eSIMno services through a reseller must contact the reseller for refund requests. eSIMno Business User refunds for direct purchases from eSIMno may be processed as account credits or credit notes for future purchases.