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POLICY

Refund Policy

Our policy regarding refunds for eSIM products and services

Overview

Last updated: June 30, 2025

At eSIMfly, we strive to provide high-quality digital eSIM services to customers worldwide. As we deal with digital products that can be instantly delivered and activated, our refund policy is designed to be fair while preventing potential abuse.

Eligible for Refund:

Unactivated eSIMs within 5 days of purchase, subject to the conditions listed below.

Non-delivery of Product

If you do not receive a delivery email from us due to an issue with the mail, you are eligible for a refund. Depending on the price of the product, we may require you to first submit proof that you have submitted a report to the mail service describing the missing item.

Irreparable Defects

Although all our products are thoroughly tested before release, unexpected errors may occur. This reason should be submitted to our Support Team for approval of your refund request.

Product Not-as-Described

A request based on this reason is addressed on a case-by-case basis and is subject to our approval. Every customer is encouraged to check all the related information described in the product detail before buying.

Refund Amount

Eligible refunds will be processed for the full purchase amount of the eSIM product.

100% refund for all unactivated eSIMs returned within 5 days of purchase.

Note: Payment processing fees charged by Stripe, PayPal, or other payment providers are non-refundable and are determined by the payment provider, not eSIMfly.

Important Notice

Please note that we do not offer refunds for cases in which customers are unaware of their phone's eSIM compatibility. We highly recommend that customers consult their phone brand's website or reach out to us for professional consultation to confirm eSIM compatibility with their phone model before proceeding with their purchase.

Premium eSIM Coverage Policy (O2/Vodafone)

Important: Our premium eSIM plans from O2 and Vodafone carriers have strict geographic coverage restrictions set by the network operators.

Coverage Restrictions:

  • •These plans ONLY work in the specified covered countries listed on the product page
  • •Usage outside covered countries will exhaust your data allowance
  • •Service will automatically stop working outside the coverage zone
  • •This is a carrier policy, not an eSIMfly limitation

❌ NO REFUNDS FOR OUT-OF-COVERAGE USAGE

By purchasing O2 or Vodafone premium plans, you acknowledge that you have reviewed the covered countries list and understand that no refunds will be provided if you use or attempt to use the plan outside the covered countries.

Note: Bouygues Telecom and other premium plans may have different coverage policies. Please review each plan's specific terms.

Subscribe & Save - Auto-Renewal Policy (O2 & Vodafone)

Important: When you select "Subscribe & Save" at checkout for O2 or Vodafone plans, you are enrolling in a 30-day auto-renewing subscription.

How Auto-Renewal Works:

  • •Plans auto-renew every 30 days from the date of purchase
  • •Your credit card will be automatically charged each renewal period
  • •You can cancel anytime from your dashboard before the next billing date
  • •After cancellation, service remains active until end of the current paid period
  • •Alternative: Choose "One-Time Purchase" at checkout to avoid auto-renewal

❌ NO REFUNDS FOR RENEWAL PAYMENTS

If you do NOT cancel before the renewal date, payment will be automatically processed and is NON-REFUNDABLE.

By selecting "Subscribe & Save", you acknowledge:

  • • Automatic billing every 30 days until cancelled
  • • Your responsibility to cancel before next billing date
  • • Once charged, that 30-day period is non-refundable
  • • Service continues until end of paid period after cancellation

💡 Tip: Set a reminder 2-3 days before your renewal date if you wish to cancel. Or choose "One-Time Purchase" at checkout to avoid automatic renewals.

Non-Refundable Cases

Refunds are NOT available in the following cases:

  • •eSIM has been activated (scanned and installed on a device)
  • •Any data usage has been recorded on the eSIM
  • •More than 5 days have passed since the purchase date
  • •Device incompatibility (please check compatibility before purchasing)
  • •Change of travel plans or no longer needing the service
  • •
    Auto-Renewal Subscription Payments (O2 & Vodafone only):If you selected "Subscribe & Save" at checkout, once an auto-renewal payment is processed, that 30-day period is non-refundable. You must cancel before the renewal date to avoid being charged.
  • •
    Premium eSIM Coverage Policy (O2/Vodafone Plans):Usage outside covered countries. O2 and Vodafone premium plans ONLY work in their specified covered countries. If you use the plan outside the covered countries list, your data allowance will be exhausted and service will stop. No refunds will be provided for usage or attempted usage outside covered countries.⚠️ Important: You must check the covered countries list before purchase. By purchasing these plans, you acknowledge that you have reviewed the coverage area and understand that usage outside this area voids your refund eligibility.

As eSIMs are digital products that can be instantly delivered and activated, we maintain strict refund policies to prevent abuse and ensure sustainable operations.

How to Request a Refund

If you believe your eSIM is defective, was not delivered, or does not match the product description, follow these steps to request a refund:

  1. 1.
    Contact Support

    Email our support team through the contact page or support email

  2. 2.
    Provide Order Details

    Include your order number, purchase date, and email address

  3. 3.
    Describe the Issue

    Explain the defect, non-delivery, or product discrepancy in detail

  4. 4.
    Await Approval

    Our team will review your request within 24-48 hours

  5. 5.
    Receive Refund

    Once approved, refund will be processed to your original payment method

Important: Refund requests must be submitted within 5 days of purchase and the eSIM must remain unactivated and unused.

Refund Timeline

Refunds are typically processed within 5-10 business days after approval. The exact time for funds to appear in your account depends on your bank or card issuer. In rare cases involving international payments or banking delays, processing may take up to 15 days.

Need Help?

If you have any questions or need further assistance with a refund request, please contact our Support Team.

Contact Support