Refund Policy

1. Overview

eSIMNIO sells digital eSIM products. You may qualify for a refund in two main situations: (1) you have not installed the eSIM and the plan is still valid; or (2) you tried to install or use the eSIM but could not complete installation or could not use the service, and we confirm that after reasonable troubleshooting as described below.

2. Not installed and plan not expired

You may be eligible for a full refund when all of the following apply:

  • The eSIM has not been added to a device (you have not completed installation).
  • The plan has not expired.
  • You submit your request within 30 days of the purchase date.
  • The order was placed directly with eSIMNIO (not through an unauthorized reseller).

Examples: you chose the wrong region or package before installing, or your trip was cancelled before you installed the eSIM.

3. Installed but installation failed or service unusable

Installing the eSIM profile does not automatically make your order non-refundable. You may be eligible for a full or partial refund if, after contacting us and following troubleshooting we provide, we determine that:

  • You cannot complete installation of the eSIM (for example, repeated errors scanning the QR code or adding the plan) due to an issue on our side or a defective profile we issued, not solely because your device is incompatible; or
  • The eSIM is installed but you cannot use mobile data on the plan because of a fault attributable to eSIMNIO or our connectivity partner, not because of local network coverage limits or settings on your device.

We do not use "installed" alone to deny a refund when the product truly cannot be installed or cannot work as sold. We may ask for screenshots, error messages, or short diagnostic steps so we can verify the issue before approving a refund.

4. Non-refundable or unlikely scenarios

We cannot issue a refund, or approval is very unlikely, when:

  • The eSIM or plan has expired or data has been fully used.
  • Poor coverage or speed is due to the local host network or your location, not a defect in the eSIM we issued.
  • The eSIM installs and works as expected, but you changed your mind, or you request a refund only because you used little data—not because installation or connectivity failed after support-assisted troubleshooting.

5. Promotions, coupons, and long-term plans

If you purchased using a coupon, loyalty discount, or promotional price, any refund may be calculated net of non-refundable promotional value, and some discounted bundles may only be refunded on a pro-rata basis for unused periods—similar to how eSIM Plus and other retailers treat discounted digital goods. We will explain the amount before processing.

6. How to request a refund

Contact us at support@esimnio.com or via our contact page. Include your order number, the email used for the purchase, and a short description of the issue. For technical problems, we may ask you to complete troubleshooting steps before we approve a refund.

7. Processing time and method

Approved refunds are returned to your original payment method. We typically complete our side of the process within 5–10 business days. Banks and card networks often take an additional 7–30 days to show the credit on your statement—this timing is normal and matches what many eSIM providers disclose (for example, Airalo's guidance on card refunds).

8. Changes

We may update this policy from time to time. The "Last updated" date below reflects the latest version.

Last updated: May 25, 2026