Refund Policy

Last updated: June 30, 2026

At eSIMLLY, we want you to be satisfied with every purchase. Because eSIM products are digital and delivered instantly, our refund policy is designed to be fair while protecting the integrity of our services. Please read this policy carefully before making a purchase.

1. General Refund Policy

Refunds are issued at the sole discretion of eSIMLLY and are subject to the conditions outlined below. By purchasing an eSIM plan from eSIMLLY, you acknowledge and agree to this refund policy.

2. Eligibility for a Full Refund

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

  • You request a refund within 7 days of the purchase date
  • The eSIM has not been installed, scanned, or activated on any device
  • No data has been used from the plan
  • The plan has not expired
  • You provide the original order number or transaction ID

If you are unsure whether your eSIM has been activated, you can check the status in your eSIMLLY account dashboard or contact us at [email protected].

3. Eligibility for a Partial Refund

In certain situations, we may offer a partial refund based on the remaining unused data or validity:

  • Verified technical failure: If the eSIM cannot connect to a supported network due to a confirmed issue on our side, and our support team is unable to resolve it within 48 hours
  • Significant service interruption: If network connectivity is unavailable for an extended period in a region listed as covered
  • Incorrect plan delivered: If you received a different plan than the one purchased, and the issue is not resolved by issuing a replacement plan

Partial refunds are calculated based on the unused portion of the plan and are reviewed on a case-by-case basis.

4. Non-Refundable Situations

Refunds will not be issued in the following situations:

  • The eSIM has been installed, activated, or any data has been consumed
  • The refund request is made more than 7 days after the purchase date
  • The device is not eSIM-compatible or is carrier-locked
  • Poor network speed or coverage in a specific location, where the region is technically covered
  • Change of travel plans, cancellation of trips, or no longer needing the plan
  • User error during installation, including incorrect device settings or scanning the QR code multiple times
  • Plans purchased during a promotion, sale, or with a discount code, unless explicitly stated otherwise
  • Plans that have already expired

5. Refund Process

To request a refund, please follow these steps:

  1. Contact our support team at [email protected] with the subject line "Refund Request".
  2. Include your order number, registered email address, and a clear reason for the refund request.
  3. If applicable, attach screenshots or other documentation showing the issue.
  4. Our support team will review your request within 2 to 3 business days.
  5. If approved, the refund will be processed to the original payment method within 7 to 10 business days.

6. Refund Method and Timing

Approved refunds are issued to the original payment method used for the purchase. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider. Currency conversion fees, payment processor fees, or bank charges are not refundable by eSIMLLY.

If the original payment method is no longer available, we may offer an alternative refund method, such as store credit or a transfer to a valid account, subject to verification.

7. Chargebacks and Payment Disputes

We encourage you to contact us at [email protected] before initiating a chargeback or payment dispute with your bank or card provider. If you dispute a charge before contacting us, we may not be able to process a refund, and we reserve the right to suspend or terminate your account.

8. Cancellations

Once an eSIM plan is purchased, it is delivered digitally and cannot be cancelled in the traditional sense. Refund requests must be submitted in accordance with this policy. For any subscription-based services, cancellation will stop future billing but will not refund prior charges unless a service failure has occurred.

9. Special Circumstances

eSIMLLY understands that unexpected situations may arise. If you believe your case is exceptional and not covered by this policy, please write to us at [email protected] with a detailed explanation. We will review such requests fairly and respond within 5 business days.

10. Force Majeure

eSIMLLY is not liable for service failures or interruptions caused by circumstances beyond our control, including but not limited to natural disasters, government restrictions, carrier outages, wars, pandemics, or internet infrastructure failures. Refunds may not be available in such cases, but we will make reasonable efforts to restore service or provide alternative solutions.

11. Changes to This Refund Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date. Refund requests are evaluated based on the policy in effect at the time of purchase.

12. Contact Us

For refund requests or questions about this policy, please contact us:

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