Legal

Refund Policy

Last updated: October 25, 2026

This Refund Policy explains what happens to your Points and your payments at eSIM World, and what we do if an eSIM is faulty or not delivered. It is part of our Terms of Service. Words such as Points, Balance and Top-Up have the same meaning as in the Terms. Nothing here limits the rights you have under mandatory consumer law.

  • Points: Points are credited to your Balance immediately and are not refundable or redeemable for cash. The only exceptions are a charge made in error or a duplicate charge, which we correct.
  • eSIM plans: before you buy, you tick a box to ask for immediate delivery and to acknowledge that you lose your right to cancel once the eSIM has been delivered.
  • If an eSIM is not delivered or does not work because of a fault on our side or on the side of our network provider, we replace it or return the Points to your Balance. Money goes back to the card only for a charge made in error.
  • Your Points do not expire.

When you make a Top-Up, the Points are credited to your Balance immediately. Points are not refundable and cannot be exchanged for cash, paid out or transferred. Your unused Points stay in your Balance and do not expire, so you can use them to buy plans whenever you want.

Each eSIM plan you buy with Points is a separate purchase; see “eSIM plans bought with Points” below.

The exception is a charge made in error, such as a duplicate payment or a wrong amount. If we charged you in error, contact us and we will correct it. When we correct a charge, we remove the corresponding Points from your Balance. Nothing here limits your right to dispute an unauthorised card payment with your bank.

An eSIM plan is digital content. Before you can buy one, you must tick a box confirming that you ask us to deliver your eSIM immediately and that you acknowledge that you lose your right to cancel once the eSIM has been delivered. You cannot place the order without ticking it. We keep the date, time and wording of your confirmation with your order and repeat it in the e-mail we send with your eSIM details.

The eSIM counts as delivered when its details (QR code, SM-DP+ address and activation code) are available in My eSIMs in your account. From that moment you can no longer cancel the purchase, and Points spent on that plan are not refunded just because you changed your mind, bought the wrong plan, or did not use it.

Until you confirm the order, no Points are spent. You can remove the plan from your cart at any time.

If we fail to deliver your eSIM, or the eSIM does not work because of a fault on our side or on the side of the network or platform provider behind it, contact us. We will first try to fix the problem or send you a replacement eSIM. If we cannot give you a working eSIM, we return the Points you paid for it to your Balance. Money goes back to the card only for a charge made in error.

This policy does not affect your legal rights, including the legal guarantee that digital content and digital services conform to the contract.

  • your device does not support eSIM or is locked to a carrier;
  • you chose a plan for the wrong country or validity when the details were clearly shown;
  • coverage is weak in one particular place inside a covered country;
  • local rules in a country prevent the use of the plan;
  • the eSIM stopped working because it was deleted or set up incorrectly after we gave you correct instructions.

Use our contact form with the email address of your account. Tell us:

  • the email address of your account;
  • for a charge you think was made in error: the date and amount, and what went wrong;
  • for an eSIM plan: the order number, your device model and system version, a screenshot of the eSIM status, and the country, place and time of the problem.

We will confirm by e-mail that we received your request and tell you what happens next.

For an eSIM plan, we return the Points without undue delay and no later than 14 days after you tell us you want them back. When we correct a charge made in error, how long it takes to appear on your card statement depends on your bank.

Please contact us before you dispute a payment with your bank or card issuer; most problems are quicker to solve directly with us. Your right to dispute a payment with your bank is not affected. If you do start a chargeback, we send the payment provider the information it asks for, and we may pause the spending of the Points bought with that payment until the dispute is closed. Points from a payment that is reversed are removed from your Balance. If they have already been spent, we may ask you to settle that amount, as far as the law allows.

If something is unclear, contact us before you buy or top up.

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