Refund and Cancellation Policy

Updated 2026-10-16

eSIMs are delivered instantly and cannot be returned once installed, so this page is specific about what is and is not refundable. Last updated 16 October 2026.

Always refunded in full

• We could not deliver your eSIM. If an order fails and we cannot issue the plan, you get the full amount back.
• You were charged twice for the same order.
• The eSIM does not work and we cannot fix it. If it never connects and our supplier confirms a fault, we refund in full.

Refunded if you have not installed it

If you bought the wrong plan or changed your mind, ask within 30 days and we will refund it in full, provided the eSIM has not been installed and no data has been used.

Installation is visible to us, so please do not install a plan you intend to return.

Not refundable

• A plan that has been installed and has started, whether or not you used the data.
• Unused data at the end of a plan, or a plan that expired unused after being installed.
• Poor coverage or slow speed in a specific place, where the network is otherwise working. Mobile coverage varies by location and we cannot guarantee it indoors or in remote areas.
• A phone that turned out to be carrier-locked or not eSIM-capable. Please check before buying.

How to ask

Email support@esimycard.com with the email address you ordered with and the order reference. Tell us briefly what happened. We aim to decide within one working day.

Approved refunds go back to the original payment method through our payment provider, and usually appear within 5–10 working days depending on your bank.