Refund Policy

Last updated: 10 October 2026

Quick summary

  • Not activated yet? You can get a refund within 60 days of purchase, even if your eSIM is already installed.
  • eSIM not working? We'll fix it within 24 hours or refund you.
  • Refunds go back to your original payment method.

Key terms

  • Installed: the eSIM profile has been added to your phone.
  • Activated: your plan has connected to a network for the first time, usually when you arrive at your destination. Your plan's validity period starts at activation.

1. Delivery

All eSIMs are delivered instantly by email after purchase, with your QR code and installation instructions. There's no physical shipping.

If your eSIM hasn't arrived within 15 minutes, check your spam folder or contact us at support@esimpli.com.

2. Refunds before activation

You can cancel and request a refund before your plan is activated, even if the eSIM is already installed. Reasons can include:

  • Your travel plans changed
  • Your device turned out not to support eSIM
  • You changed your mind

How to request: email support@esimpli.com with your order number within 60 days of purchase. Requests made after 60 days aren't eligible. We'll check the activation status and confirm your refund within 1 business day.

Once a plan is activated, refunds are only available for technical issues (see section 3).

3. Refunds for technical issues

If your eSIM doesn't work because of a genuine technical issue:

  1. Contact support@esimpli.com with your order number, device model, a description of the problem and screenshots if possible.
  2. We'll work to fix it within 24 hours.
  3. If we can't fix it, we'll offer a replacement or a refund. The refund is full if no data was used, or partial based on the data you used.

Technical refund requests must be made within 60 days of purchase.

4. Refund fees

  • Full refund, no fee: if the issue is on our side. This covers a technical fault we can't fix, an error by us, or a duplicate or fraudulent charge.
  • 5% processing fee: in all other cases, for example a change of plans or an incompatible device. The fee covers non-recoverable payment and platform costs.
  • Operator fees: some plans carry an operator cancellation fee. Where this applies, it's shown on the product page before you buy.

Your statutory rights are not affected.

5. Refund timeline

Approved refunds are issued to your original payment method within 10–15 business days, depending on your bank or card provider.

6. Not eligible for a refund

  • Refund requests made more than 60 days after purchase
  • Activated plans with no technical fault (for example, data already used or the wrong destination chosen)
  • Use outside the plan's listed coverage area

7. Limitation of liability

Our responsibility is limited to the amount you paid for the eSIM. We are not liable for third-party costs, missed opportunities or any indirect losses caused by service issues.

8. Contact

Questions? Email support@esimpli.com or use the chat on our website.