Refund Policy

The Customer has the right to ask for a refund or eSIM-replacement if the Customer is unable to use the Services due to an error or omission by e-SIMple.  A refund request must be made within thirty (30) days following the date of purchase; provided that e-SIMple shall have no obligation to issue such refund if e-SIMple is able to resolve the Customer’s inability to use the Services within 10 days following Customer having given e-SIMple notice of the issue.  Customer agrees to cooperate with e-SIMple’s efforts to resolve such issues and acknowledges that e-SIMple shall have no obligation to issue any refund if Customer fails or refuses to do so.  For purposes of clarity, each data package provided by e-SIMple has its own validity period and no refund will be offered for the remaining data when such validity period expires.

Notwithstanding the foregoing, the following terms shall apply:

• Compensation: No refund or remuneration of any kind will be issued due to charges from alternate phones, alternate SIM cards, alternate providers, hotel phones, or other charges that are not directly linked to the Customer’s e-SIMple eSIM account.
• Fraudulent purchases: e-SIMple reserves the right to refuse any form of refund if there is evidence of abuse, violation of e-SIMple’s Terms and Conditions, or any fraudulent activity connected with using e-SIMple products and services. 
• Unauthorized purchases: Customer shall notify e-SIMple immediately of any suspected unauthorized purchases.  The case will be subject to investigation and approval by e-SIMple before processing any refund. e-SIMple reserves the right to suspend any account associated with fraudulent activity.
• Accidental purchases: Once Customer installs the eSIM, it will be considered used. No refunds will be offered after installation other than as expressly set forth in.
• Incorrect charges: If the Customer reasonably and in good faith disputes a charge, the Customer shall notify e-SIMple of such dispute within twelve (12) days of having incurred such charge, providing details of why the invoiced amount is incorrect and, if possible, how much the Customer considers due.   
• Other Reasons: If the refund request is not within the above, we will investigate the request on a case-by-case basis. If the refund is approved, a processing fee may apply. The maximum refund of credit a Customer can apply for must be equal to or less than the total amount they paid. 

To request a refund, contact e-SIMple’s support team via the web chat or email. Please be aware that e-SIMple’s refund policy above will apply. 

Depending on the nature of the issue, Customers will be asked for further information to support their refund request, such as screenshots of the device settings for technical issues or details of why the invoiced amount is incorrect and, if possible, how much the Customer considers is due, etc. Customers will have the option to credit back via their original payment method. Once a refund is approved and issued, it can take up to thirty (30) business days to appear on a statement depending on the bank.