Refund Policy

1. Overview

At eSIMFly, we aim to provide reliable eSIM products and clear, fair policies for our customers. This Refund Policy explains when a refund may be requested and the conditions under which it can be approved.

Because eSIMs are digital products that are delivered instantly and can be activated on a device, refunds are subject to specific limitations. Once an eSIM is installed or activated, it cannot be resold or reused.

2. Eligibility for Refunds

Refund eligibility depends on the status of the eSIM and how it has been used.

2.1 Eligible for a Full Refund

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

• The eSIM has not been installed on any device
• The eSIM has not been activated on a mobile network
• No data has been consumed
• The refund request is submitted within 30 days of purchase

A full refund may also be granted if:

• A technical issue on our side prevented delivery of the eSIM or access to the QR code
• A confirmed system error made activation impossible despite correct usage

2.2 Not Eligible for a Refund

Refunds cannot be provided in the following cases:

• The eSIM has been installed on a device (for example, the QR code was scanned or the activation code was entered)
• The eSIM has been activated on any supported network
• Any amount of data has been used
• The validity period of the eSIM has started
• The refund request is made more than 30 days after purchase
• The eSIM does not function due to device incompatibility or unsupported devices

It is the customer's responsibility to verify that their device supports eSIM technology and is compatible with the selected plan before completing a purchase.

3. Special Circumstances

3.1 Technical Issues

If you experience technical difficulties with your eSIM, we strongly recommend contacting our support team before requesting a refund.

In most cases, technical issues can be resolved through troubleshooting or by issuing a replacement eSIM. A refund will only be considered if the issue cannot be resolved and the eSIM remains unused.

3.2 Network Coverage Limitations

We work with established network partners to provide coverage in supported destinations. However, mobile network performance may vary depending on location, local infrastructure, or environmental factors.

If you experience persistent connectivity issues in an area where coverage is advertised, please contact our support team with details of your location and the issue encountered. Partial refunds or credits may be considered on a case-by-case basis.

3.3 Duplicate Purchases

If you accidentally place a duplicate order, please contact us as soon as possible. We can refund the duplicate purchase provided that the additional eSIM has not been installed or activated.

4. How to Request a Refund

To request a refund, you may:

• Log in to your eSIMFly account
• Navigate to your order history
• Select the relevant order and submit a refund request with a brief explanation

Alternatively, you can contact us by email at support@esimfly.me and include:

• Your order number
• The email address used for the purchase
• The reason for your refund request

Our support team may request additional information to review your request.

5. Refund Processing

If your refund request is approved:

• Refunds are issued to the original payment method used at checkout
• Credit or debit card refunds typically appear within 5–10 business days, depending on your bank or payment provider
• You will receive an email confirmation once the refund has been processed

Processing times may vary and are outside of our direct control.

6. Account Credit Option

In some cases, we may offer account credit as an alternative to a monetary refund. Account credits:

• Are issued immediately
• Do not expire
• Can be used toward any future eSIM purchase on eSIMFly

Acceptance of account credit is optional and does not affect your statutory rights, where applicable.

7. Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or card issuer. Most issues can be resolved quickly through our support team.

Initiating a chargeback for a transaction that does not meet our refund criteria may result in account suspension or restriction, particularly in cases of repeated or abusive chargeback activity.

8. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our services or business practices. Any updates will be posted on this page with a revised "Last updated" date.

Continued use of our services after changes take effect constitutes acceptance of the updated policy.

9. Contact Information

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

• Email: support@esimfly.me
• Address: eSIMFly, EK DIGITAL S.L. 191 Calle Clot, Barcelona, 08027, Spain