Refund Policy
Effective date: . If you need an older version, contact contact@esimsupra.com.
We want you to have a smooth eSIM experience. This Refund Policy explains when refunds may be approved.
1. Eligibility
- Unactivated eSIM, within 14 days: full refund on request.
- Activation failure on a compatible, carrier-unlocked device: full refund within 24 hours of the first support engagement, provided the plan has not been used.
- Partial-use refunds: reviewed case by case within 30 days of purchase.
- Service outage demonstrably on our side: full or pro-rated refund depending on duration and impact.
- Fully consumed plans: not refundable.
- Incorrect purchase by the customer (wrong country, wrong data size, wrong dates): non-refundable once activated; unactivated plans may be exchanged for a different plan of equal or lesser value.
2. Device Compatibility
Before you buy, check our Compatible Phones page and confirm your device is carrier-unlocked. If it turns out your device is not eSIM-capable or is locked to a carrier and you have not used the plan, we will issue a full refund. Unlock status is set by your home carrier; we have no control over it, but we cover this case anyway as a goodwill policy.
3. Activation-failure guarantee
If the profile fails to install or connect on a compatible, carrier-unlocked device and our support team cannot resolve it within 24 hours of your first message, we refund the plan in full. This guarantee matches the promise shown on every product page and ensures you are not stranded without connectivity while you travel.
3. Non-Refundable Cases
- Plans that have been fully consumed (data exhausted or validity expired).
- Plans selected by mistake for the wrong country or wrong dates once the profile has been activated.
- Issues demonstrably outside our control after reasonable support engagement — for example a prolonged outage at a local carrier or regulatory suspension of service in a specific country.
- Slow speeds attributable to local network congestion, indoor signal loss, rural coverage gaps, or conditions that the relevant carrier's published coverage map already identifies as weak.
We will always engage with you on edge cases — the list above is our default, not a wall.
4. How to Request a Refund
Email us with the following:
- Order number or the email address you used at checkout.
- Plan name, destination country, and purchase date.
- A clear description of the issue, including device model and iOS/Android version where relevant.
- Any screenshots or error messages that help reproduce the problem.
Send to contact@esimsupra.com or via the Contact Us. We respond within 24 hours on weekdays and within 48 hours on weekends.
5. Processing Time
Approved refunds are issued to the original payment method within 2 business days on our side. From there, Stripe, PayPal, or your bank typically takes another 2–10 business days to post the credit to your account, depending on the processor and your country. You will receive an email confirmation the moment we issue the refund on our side.
7. Chargebacks
Please contact us before raising a bank or card chargeback. We would rather resolve it together than through the card network. If a chargeback is opened before we have had a chance to support you, your plan is suspended while the dispute runs. Chargebacks found to be invalid after reasonable support engagement may be contested with the card network and documented against the transaction.
6. Contact
For any billing or refund request, please contact us via the Contact Us page.
contact@esimsupra.com
Or via the Contact Us. See also our Terms of Service section 6 for how this policy fits into the broader agreement.
Frequently asked questions
How long do I have to request a refund?
Refund requests for unactivated eSIMs must be made within 14 days of purchase. For activation failures on compatible, carrier-unlocked devices we guarantee a refund within 24 hours of the first support engagement, provided the eSIM has not been used. Refund requests related to partial usage are reviewed case by case within 30 days of purchase.
Can I get a refund after I activated the eSIM?
Once the eSIM profile is activated and data starts to flow, the plan is considered in use and is generally non-refundable under EU Directive 2011/83/EU Article 16(m). Exceptions apply for service failures demonstrably on our side — for example if the plan never connects despite a compatible device and correct setup.
What if my device turns out not to support eSIM?
If your device cannot accept the eSIM profile and you have not used the plan, you are eligible for a full refund. Before buying, please check our compatible-phones page and verify that your device is carrier-unlocked; this is the most common reason an activation fails.
How long does a refund take to appear in my account?
Once approved, the refund is issued to the original payment method within 2 business days. From there, Stripe, PayPal, or your bank typically takes another 2–10 business days to post the credit, depending on the processor and your country.
What about chargebacks?
If you open a bank or card chargeback before contacting support, your plan is suspended while the dispute is investigated. Chargebacks that are found to be invalid after proper support engagement may be contested with the card network and documented against the transaction.