Refund Policy

1. Eligible Refunds

You are entitled to a full refund or a free replacement eSIM profile in the following situations:

• Technical Provisioning Failure: The eSIM profile cannot be successfully generated, installed, or activated on your device due to an internal system error on our platform or a failure on our upstream carrier supplier network, and our support team is unable to resolve the issue within 48 hours of your request.
• Duplicate Orders: You were accidentally charged multiple times or placed a duplicate order for the exact same destination due to a checkout gateway error, provided that the duplicate eSIM profile has not been installed or used.
• Service Outages: A major technical network outage on the local destination partner network prevents you from using data, provided you report the issue during your trip and our team confirms the carrier outage.

2. Non-Refundable Situations

We are unable to issue refunds, partial or full, under any of the following circumstances:

• Incompatible Devices: Your device does not support eSIM hardware or is locked to a specific carrier. It is your sole responsibility to check device compatibility prior to purchase.
• Incorrect Email Address: You provided an invalid or typo-ridden email address during checkout. (In this case, we can manually resend the QR code to your correct email address, but we cannot issue a refund once the eSIM profile has been generated).
• Change of Mind: You decide you no longer need the eSIM plan, choose to use a local physical SIM card instead, or cancel your travel plans after the checkout is completed and the eSIM has been generated.
• Unauthorized Installation Deletion: You successfully installed the eSIM profile on your device and subsequently deleted or removed it manually. eSIM profiles cannot be re-installed once deleted; a new plan must be purchased.

3. Activated eSIM and Used Plans Policy

Once an eSIM profile has successfully established a cellular connection and registered on a network in the destination country, it is considered activated. We do not offer refunds or credits for activated eSIM profiles, regardless of whether you consume the full data allotment or not.

Used Data: If any data has been consumed from the eSIM profile (even a minor amount for testing), the purchase is strictly non-refundable. Validity periods begin counting down from the first network connection and cannot be paused, suspended, or refunded once started.

4. Technical Issues and Troubleshooting Requirements

If you experience connection problems, signal issues, or speed degradation at your destination, you must immediately contact our technical support team at support@esimair.io or via our WhatsApp support channel.

Mandatory Troubleshooting: To be eligible for a refund due to a technical fault, you must work with our support agents and follow standard troubleshooting steps (e.g., verifying APN settings, turning data roaming on, selecting networks manually, and providing screenshots of your device settings). Refusing to cooperate with support troubleshooting or reporting connection issues after leaving the destination country makes your order ineligible for a refund.

5. Refund Timeline and Processing

When a refund is approved by our billing team:

• We will immediately trigger the refund transaction through our payment gateway provider (Chargily Pay).
• Refunds can only be credited back to the original payment method used during checkout. We cannot issue refunds to alternative cards or bank accounts.
• Once initiated, it typically takes between 3 to 10 business days for the funds to clear and appear on your credit card statement or bank account, depending on your financial institution's processing times.

6. Chargebacks and Payment Disputes

We value customer satisfaction and urge you to contact us directly to resolve any service complaints before initiating a transaction dispute or chargeback with your credit card issuer or bank. Initiating an unauthorized chargeback will lead to the immediate blacklist of your email address, permanent suspension of all active eSIM profiles associated with your account, and reporting of transaction logs to our merchants.

7. Support Process

To request a refund or replacement, please send an email to support@esimair.io with the following details:

1. Your purchase email address.
2. The order date and reference number.
3. A brief description of the issue.
4. Screenshots of your device's Cellular Settings and cellular status bar showing the error (if reporting connection issues).

Our billing team will review your request and get back to you within 24 hours.