Refund Policy

This Refund Policy explains the circumstances under which eSIMium ("we", "us", or "our") will provide refunds for digital eSIM products and services. Please read this policy carefully before making a purchase.

Due to the instant digital nature of eSIM products, refunds are only available under specific circumstances outlined in this policy. By purchasing our Services, you acknowledge and agree to these refund terms.

2.1 Situations Eligible for Full Refund

You may be eligible for a full refund if any of the following conditions are met:

• Non-Delivery: The eSIM profile was not delivered to your email or account dashboard within 24 hours of successful payment
• Technical Failure: The eSIM profile cannot be activated due to technical issues on our end, despite following installation instructions correctly
• Service Unavailability: The advertised service is not available in your selected destination due to our error
• Duplicate Charges: You were charged multiple times for the same order due to a payment processing error
• Incorrect Product: You received a different eSIM product than what you ordered (wrong country, wrong data package, etc.)
• Billing Errors: You were charged an incorrect amount that differs from the displayed price at checkout
• Pre-Activation Cancellation: You request cancellation before activating the eSIM profile (subject to 7-day time limit from purchase)

2.2 Time Limitations

All refund requests must be submitted within 7 calendar days of the original purchase date.

Requests submitted after 7 days will be evaluated on a case-by-case basis and are not guaranteed to be approved.

Refunds will NOT be provided in the following circumstances:

3.1 Post-Activation

• eSIM Activated: The eSIM profile has been successfully installed and activated on a device
• Data Usage: Any amount of data has been consumed, even if it's a fraction of the total package
• Partial Usage: You used part of the data package and request a refund for the unused portion

3.2 User Error or Responsibility

• Device Incompatibility: Your device is not eSIM-compatible or is locked to a specific carrier (compatibility information is available on our website)
• Incorrect Installation: The eSIM was not installed correctly due to user error (we provide detailed installation guides and support)
• User Mistakes: You purchased the wrong country, wrong data package, or wrong validity period
• Changed Plans: You changed your travel plans, destination, or dates after purchasing and activating the eSIM
• No Longer Needed: You no longer need the eSIM for any reason unrelated to service quality or technical issues

3.3 Expiration and Time-Related

• Validity Period Expired: The eSIM validity period has expired without activation or use
• Delayed Activation: You failed to activate the eSIM within the required activation window
• Data Expiration: You did not use the data within the specified validity period

3.4 Network and Coverage

• Network Coverage: Limited or poor network coverage in specific areas (coverage maps are provided for reference only and are not guaranteed)
• Network Speed: Slower than expected data speeds due to network congestion, location, or other factors beyond our control
• Roaming Limitations: Restrictions imposed by local network operators

3.5 Violation of Terms

• Terms Violation: The refund request is related to an account or activity that violated our Terms of Service
• Abuse or Fraud: Suspected fraudulent activity or abuse of our refund policy

To request a refund, please follow these steps:

4.1 Contact Our Support Team

1. Email our support team at support@esimium.com with subject line "Refund Request"
2. Include your order number (e.g., ORD-XXXXXXXXXX-XXXX)
3. Provide your registered email address
4. Explain the reason for the refund request in detail
5. Attach supporting documentation such as:
   • Screenshots of error messages
   • Photos of installation attempts
   • Device compatibility information
   • Any other relevant evidence

4.2 Review Process

• Our support team will acknowledge receipt of your refund request within 24 hours
• We will review your request and supporting documentation within 2-3 business days
• You may be asked to provide additional information or attempt troubleshooting steps
• We will communicate our decision via email

4.3 Decision Communication

You will receive one of the following responses:

• Approved: Full refund or partial refund with explanation
• Denied: Explanation of why the refund request does not meet eligibility criteria
• Alternative Solution: Store credit, replacement eSIM, or other resolution

5.1 Processing Time

Approved refunds will be processed according to the following timeline:

• Initiation: Refunds are initiated within 1-2 business days after approval
• Payment Processor: 3-5 business days for Stripe to process the refund
• Bank/Card Issuer: 5-10 business days for the refund to appear in your account (depending on your financial institution)

Total estimated time: 7-15 business days from approval to funds appearing in your account

5.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to a different payment method or account.

5.3 Currency and Exchange Rates

Refunds are processed in the original currency of the transaction. If your bank or card issuer applies currency conversion, exchange rate fluctuations may result in a slightly different amount than originally charged. We are not responsible for exchange rate differences.

5.4 Refund Notification

You will receive email confirmation when:

• Your refund request is approved
• The refund has been initiated and sent to your payment processor

6.1 Partial Refunds

In certain circumstances, we may offer a partial refund at our discretion, including:

• Service was partially delivered or functional
• Technical issues were resolved after initial difficulties
• Extenuating circumstances warrant partial compensation

6.2 Store Credit

As an alternative to a refund, we may offer store credit for future purchases. Store credit typically offers:

• Equal or greater value than the refund amount
• No expiration date
• Can be applied to any eSIM product

6.3 Replacement eSIM

If the original eSIM was defective or incorrect, we may offer a replacement eSIM at no additional cost.

6.4 Extended Support

For installation or technical issues, we may offer extended one-on-one support to help resolve the problem before processing a refund.

7.1 Contact Us First

Please contact us at support@esimium.com to resolve any billing disputes before initiating a chargeback with your bank or card issuer.

We are committed to resolving issues fairly and quickly. Most disputes can be resolved through direct communication.

7.2 Chargeback Consequences

Unauthorized chargebacks may result in:

• Account Suspension: Immediate suspension or termination of your eSIMium account
• Service Deactivation: Deactivation of active eSIM profiles
• Additional Fees: Chargeback processing fees (typically $15-25 USD) may be charged to your account
• Legal Action: We reserve the right to pursue legal action for fraudulent chargebacks
• Future Purchases: Restriction or ban from making future purchases

7.3 Chargeback Defense

If you initiate a chargeback, we will provide evidence to your bank/card issuer including purchase records, delivery confirmation, usage data, and communication history. Fraudulent chargebacks will be vigorously disputed.

8.1 Discretionary Refunds

eSIMium reserves the right to approve refunds outside of the standard policy in exceptional circumstances, including but not limited to:

• Medical emergencies or hospitalization
• Natural disasters or force majeure events
• Government-imposed travel restrictions or border closures
• Documented service outages or widespread technical issues on our end

These refunds are granted at our sole discretion and require appropriate documentation.

8.2 Bulk or Corporate Orders

Bulk purchases (10+ eSIMs) or corporate accounts may be subject to different refund terms as outlined in separate agreements. Contact our business team at business@esimium.com for details.

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website with a new "Last Updated" date.

Your purchase of Services after any policy changes constitutes your acceptance of the updated Refund Policy. Refund requests for purchases made before policy changes will be evaluated under the policy in effect at the time of purchase.

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. Some jurisdictions provide additional refund rights that cannot be waived by this policy.

If you believe our refund decision violates your consumer rights, you may contact your local consumer protection agency or regulatory authority.

For refund-related questions, concerns, or requests, please contact us:

We are committed to providing fair and transparent refund processes. Our support team is here to help resolve any issues and ensure customer satisfaction.