Refund Policy | eSIMDesti

eSIMDesti Refund Policy

eSIMDesti offers a voluntary 7-day cancellation period for eSIMs that have not yet been activated.

Customers may request a refund within 7 days of the eSIM being delivered or made available, provided that eSIMDesti or its provider can confirm that the eSIM has not been activated and that no data, calls, messages or other included services have been used.

This policy does not limit any mandatory consumer rights available under applicable law.

1. Digital delivery of the eSIM

Digital delivery normally takes place within a few minutes and, in all cases, no later than 7 days after payment has been successfully confirmed.

The eSIM is considered delivered when the QR code or installation details:

Have been successfully sent to the email address provided by the customer.
Are available in the customer’s private account or customer area.
Have been made available through any digital channel enabled by eSIMDesti.

If 7 days have passed since payment confirmation and the eSIM has not been delivered or made available, the customer must contact support at info@esimdesti.com.

2. Refunds within the first 7 days

Customers may request cancellation and a refund within 7 days of the eSIM being delivered or made available.

All the following conditions must be met:

The request must be submitted within the 7-day period.
The eSIM must not have been activated.
No data, calls, messages or other included services may have been used.
The inactive status must be verifiable through eSIMDesti’s or the provider’s systems.
The eSIM must not have been replaced, reissued or used in connection with another claim.

The date and time at which the email is received at info@esimdesti.com will determine whether the request was submitted on time. The customer will not be disadvantaged if the request is reviewed after the deadline.

Where these conditions are met, eSIMDesti will refund the price paid for the affected eSIM using the original payment method, wherever technically possible.

3. Meaning of activation

An eSIM is considered activated when any of the following occurs:

It connects to a compatible mobile network for the first time.
The plan validity period begins.
Data, calls, messages or another included service are recorded as used.
The provider identifies the eSIM as active, started or used.

Receiving the QR code alone does not constitute activation.

Installing the eSIM or scanning the QR code will not automatically constitute activation where the provider can confirm that the plan has not started and no usage has occurred.

However, where the specific plan terms state that validity starts upon installation, installation will be treated as activation for the purposes of this policy.

The status recorded in eSIMDesti’s or the provider’s technical systems will be used to determine whether the eSIM has been activated.

4. Requests submitted after 7 days

Once 7 days have passed since delivery or availability of the eSIM, refunds will not be provided for a change of mind, even if the eSIM has not been installed or activated.

Refunds will also not be provided outside this period for reasons such as:

A changed or cancelled trip.
Purchasing an eSIM for the wrong destination.
An accidental or duplicate purchase.
Choosing the wrong plan.
Deciding to use another provider.
No longer needing the service.
Failing to install or use the eSIM.
Failing to check device compatibility before purchase.

These limitations do not apply where the product is defective, where another section of this policy applies or where applicable law provides a mandatory right.

5. Activated or used eSIMs

Once the eSIM has been activated or plan usage has started, cancellations and refunds for a change of mind are not permitted.

This applies even if the customer:

Has not used all the included data.
Has only used the eSIM for a short period.
No longer needs the service.
Has changed destination.
Has found another plan or provider.
Prefers another connectivity option during the trip.

Connection availability and quality depend on the country, location, device, local operator coverage, network congestion, buildings, terrain and other external factors.

6. Undelivered, incorrect or defective products

The 7-day limit does not remove the customer’s right to make a claim where:

The eSIM was not delivered within the stated maximum delivery period.
The QR code or installation details are invalid.
The supplied eSIM does not match the destination or plan purchased.
There is a confirmed technical defect attributable to the eSIM, eSIMDesti or the provider.
The plan cannot be used because of a confirmed provider or network issue.
Applicable law provides a mandatory additional right.

In these cases, support will first attempt to resolve the issue through technical assistance, configuration correction, resending the installation details, reissuing the eSIM, replacing the product or providing an equivalent solution.

Where a confirmed issue cannot be resolved within a reasonable period, eSIMDesti may approve a full or partial refund according to the affected or used part of the service.

To investigate a technical issue, the customer may be asked to provide reasonable information such as screenshots, device model, country and location, error messages, network settings or other information necessary to diagnose the problem.

7. Device compatibility

Before purchasing, the customer is responsible for checking that the device:

Supports eSIM technology.
Is unlocked for use with other mobile operators.
Allows new eSIM profiles to be installed.
Has not reached its permitted eSIM profile limit.
Supports the frequencies and networks required at the destination.

A compatibility issue may qualify for the voluntary refund only when the request is submitted within the first 7 days and the eSIM remains inactive.

After this period, or once the eSIM has been activated, device incompatibility will not entitle the customer to a refund unless applicable law provides otherwise.

8. Duplicate, abusive or fraudulent requests

eSIMDesti may reject a request where there are reasonable indications of fraud, manipulation, abuse of the policy, false information, repeated claims concerning the same eSIM or an attempt to obtain a refund for a service that has already been activated or used.

Any rejection will be based on the available order, payment and eSIM provider records.

9. How to request a refund

To request assistance, cancellation or a refund, the customer must email info@esimdesti.com and provide:

The order number or reference.
The email address used for the purchase.
The destination and plan purchased.
The reason for the request.
Relevant information or screenshots, where applicable.

eSIMDesti will verify the date of the request, activation status and recorded usage before approving or rejecting the refund.

Approved refunds will normally be returned through the payment method used for the purchase. The time required for the funds to appear in the customer’s account will depend on the bank, card issuer or payment provider.

10. Applicable law

This policy is a commercial guarantee voluntarily offered by eSIMDesti. It does not replace or limit any non-waivable consumer rights provided by applicable law.

If any provision of this policy conflicts with a mandatory legal requirement, that legal requirement will apply without affecting the validity of the remaining provisions.