Refund Policy

1.The rule, in three lines

A plan that has not started can be refunded. A plan whose eSIM has already connected to a network in its destination cannot. A plan that genuinely does not work is our problem, and we will put it right.

The middle line is not fine print designed to catch you out, so here is the reason. When your eSIM attaches to a network, our supplier buys that allowance from the local operator on our behalf. That purchase is final — the operator does not take it back, and neither does our supplier. Refunding you at that point means refunding money we have already spent and cannot recover.

Everything below is that rule, applied to the situations people actually write to us about.

2.Plans that have not started — refundable

If your eSIM has never attached to a network in the destination, the plan has not started, no data has been drawn, and the allowance can go back to our supplier. Ask us and we will refund it.

That still holds in all of these cases:

• You installed the profile but your trip was cancelled and you never travelled.
• You bought the wrong destination, or the wrong size of plan.
• Your device turned out not to support eSIM, or you could not complete the installation.
• You deleted the profile before using it. The profile itself is gone for good and cannot be reissued — but the plan never started, so the money comes back.

3.Two things that do not count as starting

Buying a plan does not start it. Neither does installing it. People often hold off installing until they land, worried about burning a day; you do not need to.

Connecting to a network at home does not start it either. Validity begins on the first attachment to a network in the plan's own destination.

We do not set our own deadline for asking about an unstarted plan. But our supplier will only take a plan back for as long as it stays unstarted, so if you know you will not use it, tell us sooner rather than later.

4.Plans that have started — not refundable

The moment your eSIM attaches to a network in the destination, the validity period begins and the allowance has been bought. From then on we cannot refund the plan, and these do not change that:

• How much you used. One megabyte and the whole allowance are treated the same way, because we paid for the whole allowance either way.
• A trip that ended early, or plans that changed.
• Finding a cheaper plan afterwards, or good hotel Wi-Fi.
• Forgetting the eSIM was switched on.
• Data left over when the plan ends. Unused data is not refunded and does not roll over into another plan.

5.A plan that does not work — our problem

This is the exception to the section above, and we mean it. If you are in the destination, your phone is set up correctly, and you still cannot get a working data connection, write to us. That is not a cost you should have to absorb.

What we do: we check what the eSIM actually did. Our supplier reports whether it attached, which country and which network it attached to, and how much data it has drawn. That usually tells us within minutes whether the problem is the plan, the provisioning, or a setting on the phone.

If the fault is ours or the plan's — it was never provisioned properly, it will not attach at all, it was sold for a destination it does not in fact cover — we replace it or refund it, including when it has already started. If it is a setting, we will walk you through fixing it.

What we cannot treat as a fault: a patchy signal in one particular spot, a slow network at a busy hour, a building or basement with no reception, or one local network being worse than another. Coverage and speed belong to the local operator, and we neither control them nor can we improve them. If the plan is live and carrying data, but the network where you are standing is poor, that is genuinely not something we can refund. We would rather say that plainly than let you find out after a long email exchange.

6.How to ask

Email [email protected]. There is no form to fill in and no queue to join — the message goes straight to a person.

Include these, so we can answer in one reply instead of three:

• Your order number — it looks like SIM-2026-00042.
• The email address the order was placed with.
• Which plan it is, and what happened.
• If the plan is not working: the destination you are in, your device model, and whether the eSIM shows as active on the phone.

7.Who can ask

The request has to come from the email address the order was placed with, or from inside the account that owns the order. That is how we know it is you, and it is the only identity check we make you pass.

8.How long it takes, and where the money goes

We are not going to quote you a response time. eSimUP is run by one person, there is no support rota and no ticketing system behind the address, and a target nobody is staffed to hit is worse than no target at all. What we will say is that a person reads every message, that we will not go quiet on you, and that if a case needs our supplier to answer first we will tell you so instead of leaving you waiting.

Refunds are also handled by hand. There is no button in the app that returns money, and no automatic process behind one — a refund is a person reading your message, checking what the eSIM did, and writing an entry to your ledger.

Where the money goes depends on how you paid:

• Paid from your eSimUP balance: the refund goes back to your balance as a refund entry on the ledger, and it is there as soon as we approve it.
• Paid by card: card payments are not connected yet — Paydo is the provider we intend to use — so at present no card has been charged through eSimUP and no card refund can be made. Once card payments are live, a refund goes back to the card that paid it. We start it as soon as we approve it, and from there the payment provider and your bank set the pace. That part is out of our hands.
• Either way we will tell you which route we used and the exact amount, in US dollars.

9.Cashback and referral credit on a refunded order

This is the part that surprises people, so here it is plainly: if we refund an order, we also take back the credit that order earned.

Cashback credited on the order — at whatever rate it was paid at, currently 20% — is reversed. And if that order was the qualifying first purchase behind a referral, the $3 paid to the person who invited you and the $3 paid to you are both reversed, and the referral is marked void rather than rewarded.

We do this by hand. Nothing in the system reverses a reward on its own, so the reversal is a person writing a signed adjustment entry to your ledger with a reason attached — visible to you and to us. Your balance is the sum of the ledger, and nothing is quietly edited.

If you have already spent that credit, the reversal can take your balance below zero. We will not chase you for the shortfall and we will not send you a bill: it simply sits there and clears against the next credit that lands in your account. While your balance is negative you cannot pay for a plan out of it, because a purchase is refused unless the balance covers it in full. The same point is made in the User Agreement.

The logic is straightforward. Cashback is a share of a purchase. If the purchase is undone, there is no purchase to share. The same goes for a referral reward that was paid because someone made a purchase they did not, in the end, keep.

10.Money you have added to your balance

First, the state of play: you cannot top up yet. No payment provider is connected, so there is currently no way to add money to a balance by paying us. Paydo is the provider we intend to use. Everything in this section describes how top-ups will work once that is live, and nothing in it can have happened to you yet.

A top-up is not a plan, and this policy's refund rules will not apply to it. Adding money to your balance buys store credit, and store credit cannot be turned back into cash — it is not withdrawable and not transferable to another account. It does not expire while your account is open, so it keeps until you use it, but it stays credit.

So only top up what you expect to spend on plans. Bonus credit added on top of a top-up is likewise credit and not cash.

A top-up charged twice, or charged without your authorisation, would be a payment error rather than a refund question. Tell us and we will return it.

11.If you disagree with our decision

Reply and say so. Tell us what you think we got wrong, and a person will look at it again. We would far rather reconsider than argue.

Please come to us before going to your bank. A chargeback on an order whose eSIM has already carried data leaves us paying the local operator for data that was delivered to you, and while a chargeback is open we may have to suspend the account it relates to. Repeatedly using chargebacks in place of asking is grounds for closing an account.

12.Your rights under local law

Some countries give buyers a cancellation right on online purchases, and other consumer protections besides. Where a rule like that applies to you, it applies on top of this policy and not instead of it. If local law gives you more than this document does, local law wins.

The company behind eSimUP is MAMMADOFF AGENCY LLC, Heydar Aliyev ave, Arena Plaza, Block C, Floor 7, Baku, Azerbaijan, taxpayer number 7200653321, registered in Azerbaijan. Azerbaijani law governs this policy, as it does the Terms of Service — subject to the paragraph above, which is not a formality.