Refund Policy

We believe you should only pay for a service that works. If your eSIM fails to connect due to a technical fault on our end, you are entitled to a full refund or a replacement plan — no questions asked. We stand behind every plan we sell.

A refund is automatically issued when any of the following occur:

• The eSIM QR code fails to generate after payment is confirmed
• The eSIM fails to activate on a supported, carrier-unlocked device after 3 attempts
• There is a verified network outage affecting your destination for more than 2 continuous hours
• You were charged but received no QR code within 10 minutes and our team cannot resolve the delivery

Refunds are not available in the following situations:

• The eSIM has been successfully activated and data consumption has begun
• The device is carrier-locked or does not support eSIM
• The plan was purchased for the wrong country or region
• The QR code was scanned on an incompatible device
• More than 48 hours have passed since the issue occurred without contacting support

Contact our support team via live chat or email at support@esimro.org with your order ID and a brief description of the issue. Please reach out within 48 hours of the problem occurring. We aim to resolve all refund requests within 24 hours of receiving your message.

For long-term plans where connectivity failed mid-period due to a verified fault on our end, we offer a pro-rata refund for the unused days remaining on your plan. The refund amount is calculated from the date the issue was reported to our support team.

Approved refunds are returned to the original payment method (the card used at checkout, via Stripe) within 3–7 business days, depending on your bank or card issuer.