Thank you for choosing EarthSIM as your trusted eSIM provider. Our mission is to offer seamless, instant, and reliable connectivity around the world. We understand that circumstances may arise that could lead customers to request a refund. This Refund Policy outlines the conditions under which a refund may be considered and the procedures to follow.
Please read this policy carefully before purchasing or requesting a refund.
1. General Policy – No Refunds Except Manufacturer Defect
Due to the nature of digital products, all sales of eSIMs are final. Once an eSIM has been issued, generated, or delivered via QR code, we do not accept any refund, cancellation, or exchange requests under any of the following circumstances:
- Change of travel plans or cancellations
- Incompatibility of the device with eSIM technology
- Customer purchasing the wrong plan or country
- Failure to scan the QR code before departure
- Failure to use the eSIM within the validity period
- Lack of understanding of how to install or activate an eSIM
- Poor network coverage in specific remote areas
- Unused data or remaining balance at the end of the validity period
Please ensure that your device is eSIM compatible and carrier-unlocked before making a purchase. A full list of supported devices is available on our website. We recommend reviewing this list carefully before buying.
2. Exceptions – Refunds for Manufacturer Defect
EarthSIM will only consider a refund request under one specific condition:
The eSIM cannot be activated due to a technical fault attributable to EarthSIM or the underlying network provider.
In such cases, the following conditions apply:
a) Technical Verification Required
Customers must provide verifiable evidence that the eSIM could not be activated due to a system error or defect not caused by user actions or device incompatibility.
b) Proof of Issue Must Be Submitted
You are required to submit:
- Screenshots or screen recordings showing the activation failure
- Your device model and OS version
- Time and date of the activation attempt
- The error message received (if any)
- Confirmation that the device supports eSIM and is not locked by a carrier
- refunds will not be granted for duplicate or accidental orders once services have been provisioned. It is the customer’s responsibility to review their order before payment. All delivered services are considered final and non-refundable
Without this information, we cannot process a refund.
c) Timeframe for Reporting Issues
Any issue must be reported within 7 days of eSIM purchase. Refund requests made after this window will not be accepted.
3. Process for Requesting a Refund
If you believe your situation qualifies for a refund based on the above criteria, please follow these steps:
- Contact Support:
Email us at [email protected] with the subject line “Refund Request – [Order Number]”. - Provide Evidence:
Include all necessary documentation and media that support your case, as detailed above. - Wait for Review:
Our technical team will evaluate your request within 5-7 business days. - Decision Notification:
You will receive a confirmation email informing you of our decision. If approved, the refund will be issued to the original payment method within 7–10 business days, depending on your bank or provider.
4. Chargebacks
We encourage customers to contact our support team before initiating a chargeback. Filing a chargeback without contacting us to resolve the issue may result in suspension of your account or denial of future purchases. EarthSIM reserves the right to contest fraudulent or misinformed chargebacks with proof of service delivery.
5. Policy Changes
EarthSIM reserves the right to modify or update this Refund Policy at any time without prior notice. Changes will be posted on this page and will take effect immediately. Customers are encouraged to review our Refund Policy periodically.
6. Contact Information
For any questions regarding this policy or to request assistance, please contact:
📧 Email: [email protected]
🌐 Website: www.earthsim.digital
By purchasing any product from EarthSIM, you acknowledge that you have read, understood, and agreed to this Refund Policy.