REFUND policy

Although our services generally work amazingly worldwide without issues, it is recommended to be familiar with the refund policy.

This Refund Policy (“Policy”) outlines the terms and conditions regarding refunds for eSIM services purchased through the eSIM ON website (“Website”). By using the Website and purchasing eSIM services, you agree to be bound by this Policy. If you do not agree with any part of this Policy, you must not purchase eSIM services through the Website.

1. Refund Eligibility

1.1 Refunds for eSIM services are subject to the terms and conditions specified in this Policy and applicable consumer protection laws.

1.2 To be eligible for a refund, you must meet the following conditions:

a) You have purchased eSIM services through the Website.

b) You have encountered a technical issue or problem that prevents the successful activation or use of the eSIM services.

c) You have promptly contacted our customer support team to report the issue and attempted to resolve it following their instructions.

1.3 Refunds will not be provided under the following circumstances:

a) If you have successfully activated or used the eSIM services.

b) If the technical issue or problem is due to your device’s incompatibility, your device being carrier locked, misuse, or any other factors beyond our control like network coverage of the mobile operator. We have a clear list of compatible devices on our website and it is recommended to check it prior to making a purchase.

c) If you fail to contact our customer support team or follow their instructions regarding the issue.

d) If you have changed your mind or you no longer need the eSIM. That said, we will make an effort whenever possible to change the bundle or destination only if you haven’t activated your eSIM or have changed your travel plans.

1.4 Partial or full refunds are at the sole discretion of the Website. ESIM-ON will always make a special effort to resolve refund instances in a fair manner – Website credits for future purchases, freeze of the digital product, transfer of the product to a 3rd party can be requested and will be positively considered although not guaranteed.

1.5 Examples of Refund scenarios:

Duplicate order mistake – Eligible for a full refund.
Technical issue which has been promptly troubleshot and not resolved within 24 hours by our support team (with the Customer following instructions) – Eligible for a full refund.
Identified network issues (confirmed by the networks themselves) – Partial refund of the prorated unused data.
Customer changed travel plans or decided not to use the product – Not eligible for refund however we will accommodate with store credits when possible.
Device incompatibility or locked devices – Not eligible for refund however we will accommodate with future store credits when possible.
eSIM has been activated and used (fully or partially) – Not eligible for refund.

2. Refund Process

2.1 If you believe you are eligible for a refund, you must contact our customer support team within a reasonable time from the date of purchase. You can reach out to our customer support team through the contact information provided on the Website.

2.2 Our customer support team will review your refund request and may require additional information or evidence to assess the issue.

2.3 If your refund request is approved, we will process the refund using the same payment method you used for the original purchase. Please note that it may take 10-15 business days for the refund to reflect in your account, depending on your payment provider.

3. No Refunds for Non-Technical Issues

3.1 This refund policy only applies to technical issues or problems related to the activation or use of eSIM services. We do not provide refunds for non-technical issues, including but not limited to changes in travel plans, dissatisfaction with network coverage, or personal preferences.

3.2 By purchasing on our website, you confirm that you have carefully verified that your device is compatible with eSIM with our list of Compatible Devices and that the intended device is not carrier-locked.

3.3 You will not be eligible for any refund (partial or total) should your device not be compatible with eSIM or should your device be carrier-locked.

4. Limitations and Discretion

4.1 We reserve the right to refuse a refund if we determine, at our sole discretion, that the refund request does not meet the eligibility criteria or is made under fraudulent circumstances.

4.2 Our decision regarding refunds is final and binding.

5. Changes to the Refund Policy

5.1 We may update or modify this Refund Policy from time to time. Any changes will be effective immediately upon posting the revised Policy on the Website. It is your responsibility to review the Policy periodically to stay informed about any updates.

6. Cancellation Policy

6.1 Cancellation of a transaction in accordance with the Consumer Protection (Cancellation), Htsa”a -2010 and Consumer Protection Act, 1981.

7. Contact Us

7.1 If you have any questions or concerns about this Refund Policy, please contact our customer support team through the contact form provided on the Website or send an email to support@esim-on.com.

ESIM ON powered by SBG TECH GLOBAL PTY LTD Reg Number 202424667E

10 Anson Road, #11-20

079903 Singapore

Contact email – support@esim-on.com

WhatsApp Support – +15557021243