Complaint Policy
Our Commitment
LetsESIM is committed to providing a reliable and fair service. If something goes wrong, we want to hear about it and resolve it as quickly as possible. This policy explains how to raise a complaint and what you can expect from us.
1. How to Submit a Complaint
Please send your complaint by email to: [email protected]
To help us resolve your complaint efficiently, please include:
- Your full name and email address used at checkout
- Your order number
- A clear description of the issue you experienced
- Any relevant screenshots or error messages
- What resolution you are seeking
2. Our Response Timelines
We aim to handle complaints promptly according to the following schedule:
- Acknowledgement: Within 2 business days of receiving your complaint.
- Initial response: Within 5 business days — we will either resolve the issue or explain what additional steps are needed.
- Full resolution: Within 14 business days of the original complaint date for complex issues requiring investigation.
If we are unable to resolve your complaint within 14 business days, we will write to you explaining the reason for the delay and provide an updated expected resolution date.
3. What We Can and Cannot Resolve
We can investigate and take action on complaints relating to:
- eSIM QR codes that failed to generate or were not delivered
- eSIM plans that failed to activate due to a technical error on our side
- Billing errors, duplicate charges, or incorrect pricing
- Refund requests for unactivated plans
- Data protection or privacy concerns
We are unable to resolve complaints relating to:
- Network coverage, data speed, or connectivity quality at your destination (these depend on local carrier infrastructure beyond our control)
- Activation failures caused by device incompatibility or carrier lock
- Refunds for plans that have already been activated (see our Refund Policy)
4. Escalation and Alternative Dispute Resolution
If you are not satisfied with our final response, or if your complaint remains unresolved after 14 business days, you may escalate your complaint using the following options:
- EU Online Dispute Resolution (ODR): If you are a consumer in the European Union, you may use the European Commission's ODR platform at ec.europa.eu/consumers/odr .
- UK consumers: You may refer unresolved complaints to the Centre for Effective Dispute Resolution (CEDR) or another approved ADR provider.
- Other jurisdictions: You may contact your local consumer protection authority or use a nationally approved alternative dispute resolution (ADR) scheme.
We are committed to good-faith participation in any formal dispute resolution process.
5. Payment Disputes (Chargebacks)
We encourage you to contact us directly before initiating a chargeback with your bank or card provider. Most issues can be resolved quickly through our support process, and direct resolution is faster than a formal chargeback. We take payment disputes seriously and cooperate fully with payment processors to resolve them fairly.
6. Data Protection Complaints
If your complaint relates to how we handle your personal data, you have the right to lodge a complaint directly with your national data protection authority, such as:
- EU: Your local Data Protection Authority (DPA)
- UK: Information Commissioner's Office (ICO) — ico.org.uk
7. Contact
All complaints should be directed to: [email protected]
We value every customer and take all complaints seriously. Our goal is to resolve issues fairly and efficiently, and we appreciate you giving us the opportunity to make things right.