Refund Policy
Overview
LetsESIM sells digital eSIM plans — electronically delivered mobile data services. Because these are digital goods provisioned and delivered instantly, our refund policy distinguishes between plans that have been activated and those that have not. We believe this is fair: if you haven't used your plan, you can get your money back.
1. Refund Eligibility — Unactivated Plans
You are eligible for a full refund if all of the following conditions are met:
- Your refund request is submitted within 30 days of your original purchase date.
- Your eSIM plan has not been activated on any device. Activation is recorded in our systems at the moment the QR code is scanned and the eSIM profile is installed on a device.
- The refund request is submitted by the account holder who made the original purchase.
We verify activation status via our provisioning system. If our records show the eSIM has not been activated, your refund will be processed promptly.
2. Non-Refundable — Activated Plans
Once an eSIM plan has been activated, it is non-refundable. Activation constitutes delivery and first use of the digital good. This applies even if:
- You did not actively use the data after activation
- You activated the eSIM prematurely before your trip
- Network coverage was lower than expected at your destination
- You changed your travel plans after activation
Network quality disclaimer: Mobile data service is provided by third-party carriers at your destination. Coverage availability, speeds, and reliability are determined by local telecommunications infrastructure and are beyond LetsESIM's control. LetsESIM does not guarantee any specific network performance and cannot be held responsible for coverage limitations. This limitation is standard across all eSIM and SIM card providers.
3. Technical Failure Exception
If your eSIM fails to activate due to a verified technical error attributable to LetsESIM or our provisioning provider (for example, a corrupted QR code or an invalid eSIM profile), we will either:
- Issue a replacement eSIM at no additional cost, or
- Provide a full refund
This exception does not apply to activation failures caused by device incompatibility, carrier lock, incorrect installation, or reaching the device's maximum eSIM profile limit.
4. How to Request a Refund
To request a refund, please email us at [email protected] with:
- Subject line: "Refund Request — [your order number]"
- Your order number or the email address used at checkout
- The reason for your refund request
We will acknowledge your request within 2 business days and complete our review within 5 business days. If approved, refunds are processed back to your original payment method and may take 5–10 business days to appear, depending on your bank or payment provider.
5. Consumer Rights
If you are a consumer in the European Union or United Kingdom, you have statutory rights to withdraw from a digital goods purchase within 14 days. However, under EU Directive 2011/83/EU and UK Consumer Contracts Regulations 2013, this right is lost once performance of a digital service has begun, provided you have given explicit consent and acknowledged the loss of the right to cancel.
At checkout, you are asked to confirm that you consent to immediate digital delivery and acknowledge that your 14-day statutory withdrawal right will be forfeited upon eSIM activation. This is consistent with consumer law for digital goods.
Our 30-day refund window for unactivated eSIMs exceeds the statutory minimum and is offered as an additional benefit.
6. Contact
For refund requests or questions about this policy, contact us at: [email protected]