Refund Policy

Once the eSIM QR code, activation link, or installation details have been delivered (via email or user account), the product is considered used and non-refundable, whether or not you choose to activate it.

This rule applies because each eSIM profile represents a one-time digital delivery that cannot be retracted, resold, or reassigned once issued.

A refund may be approved only before the eSIM activation details (QR code, activation link, or installation credentials) have been issued or delivered to you. Refunds can be considered in the following cases:

• You purchased the wrong product, and the eSIM details have not yet been delivered.
• Your device is not compatible with eSIM technology, and activation has not occurred.
• Your payment was accidentally duplicated.

All refund requests submitted before delivery are subject to technical verification by our systems and upstream service provider to confirm that the eSIM profile was not generated, downloaded, or activated in any form.

Refunds cannot be granted in the following situations:

• The eSIM profile (QR code, activation link, or installation details) has already been delivered, downloaded, activated, or scanned — regardless of whether data usage has occurred.
• Any connection, speed, or coverage issues arising from third-party operator networks, local roaming restrictions, or device-specific settings.
• Incorrect installation, activation, or configuration caused by user error.
• You have changed your mind, no longer require the service, or purchased the product for travel that was later cancelled or postponed.
• The device used is locked, incompatible, or otherwise not eSIM-enabled, and the issue was discovered after activation.
• Any service interruptions, quality degradation, or incompatibility resulting from local regulations, operator policies, or device software updates.

We are not responsible for network performance, signal coverage, or service availability, as these depend on third-party telecommunications operators outside our direct control.

To request a refund, please contact our support team at support@esim1.example within 7 calendar days from the date of purchase. Refund requests submitted after this period may not be eligible for review unless required by applicable consumer protection law.

Required Information

Your request must include the following details:

• Order number
• Date of purchase
• Reason for the refund request
• Confirmation that the eSIM has not been activated, scanned, or installed

Review Process

Upon receiving your request, we will review it within three (3) business days and contact you via email with the outcome or additional instructions. All refund requests are reviewed individually based on technical verification logs and activation data provided by our upstream eSIM service partner.

If a refund is approved, it will be issued to the original payment method used for the purchase. Refunds are processed through our acquiring/payment partner, and the timing of funds appearing on your account depends on your bank's processing cycles (typically 5–10 business days).

Information submitted in connection with a refund request is processed in accordance with our Privacy Policy and used solely for verification, compliance, and fraud-prevention purposes.

• Each refund request is evaluated individually, based on the technical verification of activation data and delivery records obtained from our upstream eSIM provider.
• If a refund is approved, the amount will be credited to the original payment method used for the order. Refund processing times may vary depending on your payment provider, but typically take 5–10 business days.
• All refunds are subject to verification by our acquiring/payment partner, and may require confirmation of transaction authenticity or additional documentation.

<TODO: legal entity name> is not responsible for any delays, restrictions, or service interruptions caused by third-party telecommunications operators, network outages, or local regulatory limitations.

This Refund Policy is an integral part of the Terms and Conditions and shall be interpreted in accordance with Lithuanian law and applicable EU consumer protection regulations.

For any questions about this Refund Policy, please contact us:

• Email: support@esim1.example
• Company: <TODO: legal entity name>
• Address: <TODO: legal entity address>
• Company code: <TODO: legal entity registration>