Refund and Cancellation Policy

1.1 This Policy applies to:

• (a) purchases of eSIM Plans
• (b) purchases and use of Wallet Balance
• (c) Digital Delivery of QR Codes, activation details, and installation instructions
• (d) failed or delayed eSIM provisioning
• (e) faulty, invalid, or unusable QR Codes
• (f) duplicate or incorrect payments
• (g) cancellations before Digital Delivery
• (h) Account closure and unused paid Wallet Balance
• (i) permanent discontinuation of the Service
• (j) complaints, payment disputes, and chargebacks.

1.2 This Policy applies to country-specific, regional, and global eSIM Plans purchased directly through Esim-Ex.

1.3 This Policy does not apply to:

• (a) third-party products or services purchased outside Esim-Ex
• (b) charges imposed independently by your bank, card issuer, payment provider, or primary mobile carrier
• (c) physical goods, because no physical goods are sold
• (d) losses caused solely by unsupported device use, incorrect device settings, or failure to follow installation instructions, except where mandatory law provides otherwise.

For the purposes of this Policy:

Account means your registered user account on the Service, where account functionality is available.

Activated eSIM Plan means an eSIM Plan that has been installed, activated, connected to a supported network, or otherwise commenced in accordance with the applicable Plan Details.

Digital Delivery means electronic delivery of a QR Code, activation code, installation details, Plan Details, or comparable digital access information by email or another digital method designated by us.

Delivered eSIM Plan means an eSIM Plan for which the relevant QR Code, activation details, installation details, or comparable digital access information has been generated, sent to the email address associated with the Order, or otherwise made electronically available.

eSIM Plan means a digital mobile connectivity package made available through the Service with its own destination, coverage area, data allowance, validity period, activation rules, supported networks, and other Plan Details.

Plan Details means the information displayed before purchase or provided at delivery, including destination coverage, data allowance, validity period, activation rules, supported networks, and relevant restrictions.

Prohibited Jurisdiction means any country, territory, region, person, organisation, entity, or location to which Esim-Ex does not provide the Service because of legal, regulatory, sanctions-related, supplier, payment provider, network, security, or commercial restrictions.

Promotional Balance means Wallet Balance, credit, referral value, voucher, discount, trial value, or goodwill credit granted without payment or as part of a promotion.

QR Code means a digital QR code or equivalent activation information used to install or activate an eSIM Plan.

Used eSIM Plan means an eSIM Plan where data has been consumed, its validity period has begun, it has connected to a supported network, or it has otherwise been used.

Wallet Balance or Balance means prepaid value recorded in your Account and available for use only within Esim-Ex to purchase eligible eSIM Plans or related digital services.

3.1 Refund requests are assessed under:

• (a) this Policy
• (b) our Terms and Conditions
• (c) the applicable Plan Details
• (d) the status of Digital Delivery, installation, activation, and use
• (e) the evidence available
• (f) applicable consumer law.

3.2 A refund will not exceed the amount actually paid for the relevant transaction.

3.3 Where appropriate, we may first seek to resolve a technical or fulfilment problem by:

• (a) re-sending the delivery email
• (b) re-delivering the QR Code
• (c) correcting provisioning
• (d) providing installation or activation assistance
• (e) replacing the eSIM Plan
• (f) restoring incorrectly deducted Wallet Balance.

3.4 Where correction or replacement is impossible, disproportionate, unsuccessful, or not completed within a reasonable time without significant inconvenience, an appropriate remedy may include:

• (a) a full refund
• (b) a proportionate refund
• (c) a price reduction
• (d) Wallet Balance restoration
• (e) another remedy agreed with you or required by law.

3.5 We will not reject a valid claim solely because an eSIM Plan is a digital product.

3.6 We will not impose a blanket “no refund under any circumstances” rule.

4.1 Once payment has been successfully authorised and the Order has been approved, the eSIM Plan is normally generated and sent by email within 5 minutes.

4.2 You should allow up to 30 minutes for:

• (a) payment confirmation
• (b) supplier allocation or purchase of the eSIM
• (c) technical provisioning
• (d) QR Code generation
• (e) preparation and transmission of the delivery email.

4.3 Delivery may take longer because of:

• (a) payment or identity verification
• (b) fraud or security checks
• (c) supplier or network delay
• (d) technical outage
• (e) unusually high demand
• (f) inaccurate Order information
• (g) circumstances outside our reasonable control.

4.4 If your delivery email has not arrived within 30 minutes after successful payment, you should:

• (a) check your inbox
• (b) check spam, junk, promotions, and filtered folders
• (c) confirm that the email address used for the Order is correct
• (d) contact us at info@esim-ex.com.

4.5 A delay beyond 30 minutes does not automatically mean that the Order has failed. We must be given a reasonable opportunity to investigate and provide Digital Delivery, unless applicable law entitles you to an immediate remedy.

5.1 You may request cancellation before the eSIM Plan has been generated, allocated, provisioned, sent, or otherwise made electronically available.

5.2 Where we receive and can process the cancellation before Digital Delivery begins, we will normally:

• (a) cancel the Order
• (b) refund the amount paid
• or (c) restore the Wallet Balance used for the Order.

5.3 Because eSIM fulfilment is normally automated and begins shortly after payment, we cannot guarantee that a cancellation request will reach us before Digital Delivery begins.

5.4 If Digital Delivery has already begun, sections 6 to 11 of this Policy apply.

6.1 eSIM Plans are digital products supplied electronically.

6.2 By requesting immediate Digital Delivery, you ask us to begin supplying the eSIM Plan before the end of any statutory cancellation period that might otherwise apply.

6.3 Where required by applicable law, we will request your express consent to immediate Digital Delivery and your acknowledgement that your statutory cancellation right may be lost once digital supply begins.

6.4 Your cancellation right will only be treated as lost to the extent permitted by applicable law and where the legally required consent and acknowledgement have been validly obtained.

6.5 Digital supply may be treated as having begun once the eSIM Plan, QR Code, activation details, or installation information has been:

• (a) generated
• (b) allocated
• (c) provisioned
• (d) sent to your email address
• (e) otherwise made electronically available.

6.6 Loss of a cancellation right does not remove your rights where the eSIM Plan is:

• (a) not delivered
• (b) materially defective
• (c) materially not as described
• (d) unusable because of a fault attributable to us or our fulfilment chain
• (e) otherwise subject to a mandatory statutory remedy.

A full refund may be provided where:

7.1 we cancel the Order before Digital Delivery;

7.2 payment was taken but no usable eSIM Plan was delivered;

7.3 the QR Code or activation details are invalid or faulty because of a technical or provisioning issue attributable to us or our supplier;

7.4 the eSIM Plan cannot be installed or activated because of a provisioning fault attributable to us or our supplier;

7.5 we deliver the wrong destination, region, data allowance, validity period, or materially different eSIM Plan;

7.6 duplicate payment was taken for the same Order;

7.7 Wallet Balance was deducted more than once for the same Order;

7.8 correction, re-delivery, or replacement is impossible or unsuccessful within a reasonable time and without significant inconvenience;

7.9 we permanently discontinue the Service and cannot fulfil an undelivered paid Order;

7.10 unused paid Wallet Balance can no longer reasonably be used because of permanent service discontinuation;

7.11 a full refund is required by applicable law.

8.1 A partial refund or proportionate price reduction may be appropriate where:

• (a) part of the purchased service was successfully supplied or used
• (b) only part of the data allowance was affected
• (c) only part of the validity period was unavailable
• (d) the defect reduced, but did not eliminate, the value of the eSIM Plan
• (e) a partial remedy is required by applicable law.

8.2 The amount will be assessed with reference to:

• (a) the price paid
• (b) data already used
• (c) the portion of the validity period already received
• (d) the seriousness and duration of the issue
• (e) the difference between the service purchased and the service supplied
• (f) other relevant circumstances.

8.3 A price reduction may amount to the full price where the eSIM Plan had no meaningful usable value.

9.1 If a QR Code, activation code, or eSIM profile is faulty, invalid, corrupted, inaccessible, or incapable of activation, you must contact us promptly.

9.2 Your request should include:

• (a) the Order reference
• (b) the email address used for the Order
• (c) the purchased eSIM Plan
• (d) your device model
• (e) operating system version
• (f) intended destination
• (g) screenshots or error messages
• (h) the installation or activation steps already attempted.

9.3 We may review:

• (a) payment records
• (b) email delivery records
• (c) QR Code generation records
• (d) provisioning and supplier records
• (e) activation status
• (f) network information
• (g) support correspondence
• (h) information provided by you.

9.4 Where the issue is attributable to us or our fulfilment chain, we will use reasonable efforts to:

• (a) re-send the email
• (b) issue corrected activation details
• (c) correct the provisioning
• (d) provide technical assistance
• (e) supply an equivalent replacement plan.

9.5 The remedy will be provided:

• (a) without additional charge
• (b) within a reasonable time
• (c) without significant inconvenience where reasonably possible.

9.6 If the issue cannot be corrected within a reasonable time, we will consider a refund, price reduction, or Wallet Balance restoration under sections 7 and 8.

Subject to mandatory consumer rights, refunds will not normally be approved where:

10.1 you changed your mind after Digital Delivery began and your cancellation right was validly lost;

10.2 you selected the wrong:

• (a) destination
• (b) region
• (c) data allowance
• (d) validity period
• (e) eSIM Plan;

10.3 your travel plans changed, were postponed, or were cancelled;

10.4 your device:

• (a) does not support eSIM
• (b) is network-locked
• (c) is an unsupported regional variant
• (d) has outdated or incompatible software
• (e) otherwise fails the technical requirements of the eSIM Plan;

10.5 you failed to check compatibility, destination coverage, validity rules, or Plan Details before purchase;

10.6 you:

• (a) activated the eSIM earlier than intended
• (b) installed it on the wrong device
• (c) deleted the eSIM profile
• (d) reset or changed the device
• (e) attempted an unsupported transfer
• (f) failed to follow installation instructions;

10.7 the issue was caused by:

• (a) incorrect APN settings
• (b) incorrect roaming settings
• (c) incorrect SIM priority
• (d) disabled mobile data
• (e) another user-side configuration issue;

10.8 the eSIM Plan was used outside the supported destination, coverage area, or validity period;

10.9 local speed, latency, coverage, or signal quality was lower than expected, but the eSIM Plan was otherwise substantially as described;

10.10 your primary carrier charged roaming, voice, SMS, or other fees because of your device settings;

10.11 the request concerns Promotional Balance that was not purchased by you;

10.12 we reasonably identify fraud, deliberate misrepresentation, refund abuse, or another material breach of our Terms.

11.1 eSIM Plans rely on third-party mobile operators, telecom providers, roaming partners, aggregators, and local infrastructure.

11.2 Coverage, speed, latency, signal quality, and network availability may vary because of:

• (a) geographic location
• (b) terrain and buildings
• (c) device capabilities
• (d) congestion
• (e) maintenance
• (f) local network restrictions
• (g) weather
• (h) government action
• (i) third-party provider performance.

11.3 We do not guarantee uninterrupted coverage, minimum speed, constant latency, or availability of a particular network technology unless expressly stated.

11.4 Temporary or location-specific network variation will not by itself create an automatic refund entitlement where the eSIM Plan remains substantially usable and as described.

11.5 A refund or price reduction may still apply where:

• (a) the plan cannot connect in the advertised destination because of a provisioning fault
• (b) the advertised service is materially unavailable
• (c) the plan is materially not as described
• (d) mandatory law requires a remedy.

12.1 Unused paid Wallet Balance may be refundable where:

• (a) you validly cancel the top-up within an applicable statutory cooling-off period
• (b) the Balance was credited incorrectly
• (c) payment was duplicated
• (d) a technical issue attributable to us permanently prevents use of the Balance
• (e) we permanently discontinue the Service and the Balance can no longer reasonably be used
• (f) refund is required by applicable law
• (g) we expressly agree otherwise.

12.2 Wallet Balance that has been used to purchase an eSIM Plan will be assessed under the rules applying to that eSIM Plan.

12.3 Paid Wallet Balance does not ordinarily expire while:

• (a) the Account remains open and in good standing
• (b) the Service remains operational
• (c) eligible eSIM services remain reasonably available.

12.4 Wallet Balance is not guaranteed to remain usable indefinitely if the Service permanently closes.

12.5 Promotional Balance:

• (a) has no cash value
• (b) is normally non-refundable
• (c) may be removed when the Account is closed
• (d) may be subject to expiry or separate promotional conditions.

12.6 Wallet Balance affected by fraud, unauthorised payment, chargeback, duplicate crediting, or manifest technical error may be frozen, adjusted, or reversed.

13.1 You may request closure of your Account by emailing info@esim-ex.com.

13.2 Our support team will contact you to:

• (a) verify the request
• (b) confirm your identity where reasonably necessary
• (c) review pending Orders
• (d) identify active eSIM Plans
• (e) review remaining Wallet Balance
• (f) identify unresolved refunds, disputes, or chargebacks
• (g) explain the consequences of closure.

13.3 You should normally use remaining Wallet Balance before voluntary Account closure.

13.4 Closure does not automatically entitle you to cash payment of unused Wallet Balance outside the circumstances described in section 12.1.

13.5 Closing an Account does not automatically cancel or refund a Delivered, Activated, or Used eSIM Plan.

13.6 Undelivered paid Orders will be:

• (a) completed where appropriate
• (b) cancelled and refunded
• or (c) restored to Wallet Balance, depending on the circumstances and your rights.

13.7 We may delay closure where reasonably necessary to:

• (a) complete a pending Order
• (b) investigate unauthorised activity
• (c) resolve a payment dispute or chargeback
• (d) comply with legal or accounting obligations
• (e) preserve evidence
• (f) recover an amount lawfully owed.

13.8 Promotional Balance may be cancelled when the Account is closed.

14.1 If Esim-Ex permanently discontinues the Service for reasons unrelated to your breach:

• (a) undelivered paid Orders will be refunded
• (b) unused paid Wallet Balance that can no longer reasonably be used will be refunded
• (c) we will use reasonable efforts to allow active eSIM Plans to continue until their original expiry
• (d) where an active eSIM Plan is terminated early, we will provide an appropriate replacement, proportionate refund, price reduction, Wallet Balance restoration, or another remedy required by law.

14.2 We may request reasonable verification before refunding Wallet Balance following permanent discontinuation.

14.3 Promotional Balance is not refundable unless required by law or expressly stated otherwise.

14.4 Permanent discontinuation does not affect refund rights that arose before closure of the Service.

15.1 Esim-Ex does not provide, sell, deliver, activate, or support services in or for the following Prohibited Jurisdictions:

• Sudan
• Democratic Republic of the Congo
• Iran
• Mali
• Myanmar (Burma)
• North Korea
• South Sudan
• Syria
• Yemen
• Afghanistan
• Belarus
• Central African Republic
• Cuba
• Haiti
• Iraq
• Russia
• Somalia
• Venezuela
• Zimbabwe.

15.2 This list may change from time to time because of legal, sanctions-related, supplier, payment provider, security, network, or commercial restrictions.

15.3 If we identify a prohibited destination before Digital Delivery, we may cancel the Order and normally refund the amount paid.

15.4 A refund may be withheld or delayed where:

• (a) payment is blocked or frozen by law
• (b) refund is legally prohibited
• (c) the payment was fraudulent or unauthorised
• (d) sanctions or payment-provider restrictions prevent processing.

15.5 No refund will ordinarily be provided where you deliberately supplied false information or attempted to circumvent restrictions after the eSIM Plan had been delivered or used, except where mandatory law requires otherwise.

16.1 If you believe that you placed a duplicate Order, contact us promptly.

16.2 A duplicate Order may be refunded where:

• (a) the duplication can be verified
• (b) the duplicate eSIM Plan has not been installed, activated, or used
• (c) the duplicate Wallet Balance has not been used
• (d) no fraud or abuse is identified.

16.3 If a duplicated payment resulted from a technical error attributable to us, we will refund or reverse the duplicate amount.

16.4 If you purchased the wrong plan, contact us promptly. We may be able to cancel or exchange it before Digital Delivery, but we cannot guarantee cancellation once provisioning has begun.

17.1 Send your request to info@esim-ex.com.

17.2 Your request should include:

• (a) your Account email address or the email used for the Order
• (b) Order or transaction reference
• (c) purchase date
• (d) disputed amount
• (e) eSIM Plan purchased
• (f) destination or region
• (g) device model and operating system
• (h) description of the issue
• (i) relevant screenshots or error messages
• (j) payment confirmation, where relevant
• (k) troubleshooting steps already completed
• (l) the remedy you are requesting.

17.3 We may ask for additional information reasonably necessary to:

• (a) verify your identity
• (b) confirm the Order
• (c) investigate delivery or activation
• (d) prevent fraud
• (e) determine the appropriate remedy.

17.4 Failure to provide reasonably requested information may delay the review or prevent us from verifying the claim.

18.1 We aim to acknowledge a refund or service complaint within 2 business days.

18.2 We aim to provide a substantive response within 10 business days.

18.3 Complex matters may require additional time where we need information from:

• (a) a payment processor
• (b) an eSIM supplier
• (c) a mobile network
• (d) a bank or card issuer
• (e) another third-party provider.

18.4 If additional time is required, we may provide an update and request further information.

18.5 These operational targets do not reduce any shorter response period required by applicable law.

19.1 Approved monetary refunds will normally be made to the original payment method.

19.2 We will process an approved refund without undue delay and no later than 14 days after agreeing that the refund is due, unless a shorter period is required by law.

19.3 Banks, card issuers, and payment providers may require additional time to display the refund after we have processed it.

19.4 We are not responsible for third-party processing delays after the refund has been submitted correctly.

19.5 If the original payment method cannot receive the refund, we may request additional verification before agreeing an alternative method.

19.6 We do not refund foreign exchange differences, bank charges, card fees, or third-party payment charges unless required by law.

20.1 If you dispute a payment, delivery, activation, Wallet Balance deduction, or refund decision, contact us at info@esim-ex.com.

20.2 Your complaint should clearly state:

• (a) the disputed Order
• (b) the amount
• (c) the issue
• (d) the outcome requested
• (e) relevant evidence.

20.3 We may review:

• (a) payment and checkout records
• (b) 3D Secure or authentication information
• (c) email delivery records
• (d) QR Code generation records
• (e) provisioning and activation records
• (f) Wallet Balance history
• (g) Account activity
• (h) support correspondence
• (i) fraud-prevention information.

20.4 We may offer:

• (a) re-delivery
• (b) replacement
• (c) technical correction
• (d) Wallet Balance restoration
• (e) partial refund
• (f) full refund
• (g) another reasonable resolution.

20.5 Nothing in this Policy prevents you from contacting your payment provider, regulator, alternative dispute body, or court where you have a legitimate right to do so.

21.1 A chargeback is a payment dispute initiated through your bank, card issuer, or payment provider.

21.2 Where reasonably practicable, we encourage you to contact us before initiating a chargeback so that we can investigate and attempt to resolve the matter.

21.3 Contacting us first is not a waiver of your legitimate legal or payment-scheme rights.

21.4 If you initiate a chargeback:

• (a) we may pause an overlapping internal refund request
• (b) the disputed Order or Wallet Balance may be restricted while the claim is reviewed
• (c) we may provide relevant evidence to the payment provider
• (d) the payment provider will determine the chargeback under its applicable rules.

21.5 Relevant evidence may include:

• (a) payment authorisation records
• (b) 3D Secure records
• (c) checkout confirmations
• (d) Order confirmations
• (e) delivery timestamps
• (f) QR Code generation and delivery records
• (g) provisioning and activation records
• (h) data usage status where available
• (i) Account and IP records
• (j) support correspondence
• (k) prior refund or troubleshooting activity.

21.6 You may not receive both:

• (a) a direct refund from Esim-Ex
• and (b) reimbursement through a successful chargeback,

for the same payment.

21.7 If duplicate reimbursement occurs, you must notify us, and we may recover or reverse the duplicate amount.

21.8 We will not suspend or terminate an Account merely because you made a legitimate complaint or chargeback.

21.9 Where we reasonably identify fraud, deliberate misrepresentation, use followed by a false non-delivery claim, repeated unjustified chargebacks, or other abuse, we may:

• (a) restrict or suspend the Account
• (b) cancel pending Orders
• (c) reverse related Wallet Balance
• (d) refuse future purchases
• (e) terminate access
• (f) submit evidence to relevant providers
• (g) take lawful recovery action.

21.10 Any action taken will be proportionate and will not limit mandatory consumer rights.

22.1 Refunds may be refused where the request is based on:

• (a) false information
• (b) falsified evidence
• (c) stolen or unauthorised payment details
• (d) deliberate misuse
• (e) unauthorised resale
• (f) repeated bad-faith claims
• (g) manipulation of Wallet Balance or promotions.

22.2 We may suspend delivery or Account access while investigating suspected fraud or abuse.

22.3 This section does not prevent or discourage legitimate refund requests, complaints, or payment disputes.

23.1 We may update this Policy for legal, regulatory, technical, payment-related, supplier-related, network-related, operational, security, or commercial reasons.

23.2 The latest version will be published on the Service with an updated effective date.

23.3 Changes apply prospectively unless otherwise required by law.

23.4 Changes will not reduce mandatory rights already applying to completed consumer Orders.

24.1 This Policy is governed by the laws of England and Wales.

24.2 Nothing in this Policy limits mandatory rights available under applicable consumer law.

24.3 Consumers residing in another country may also have non-excludable protections under the law of their habitual residence.

24.4 Applicable out-of-court dispute mechanisms may be available where required or permitted by law.

For refund, cancellation, Wallet Balance, delivery, provisioning, or payment dispute enquiries, contact: