Refund & Cancellation Policy

We want you online, not arguing about money. This policy explains when an eSIMko purchase can be refunded or cancelled and how to ask. It is part of our Terms of Service; nothing here limits rights you have under mandatory consumer law where you live.

1. Why eSIM plans are different

An eSIM plan is digital content delivered instantly: as soon as you pay, a carrier profile and data allowance are reserved for you with our connectivity partner and the QR / activation code is shown in the app. Because of that, by completing a purchase you agree that delivery starts immediately and that the standard “cooling-off” right of withdrawal no longer applies once the eSIM has been installed or activated.

2. When you get a full refund

• We could not deliver — payment was taken but no eSIM / QR code was issued, and we can’t fix it within 24 hours.
• The eSIM is faulty — the profile cannot be installed or never connects in the destination, our support team could not resolve it, and you have not used data on it. We first offer a replacement; if that doesn’t work, you get your money back.
• Duplicate charge — you were charged twice for the same order.
• Not installed, changed your mind — you bought a plan, never installed or activated it, and ask within 14 days of purchase.

3. When we can’t refund

• The eSIM has been installed or activated, or any data has been used — the plan is in use and cannot be returned or resold.
• The plan’s validity period has started or ended, including unused data at the end of a plan (data does not roll over and has no cash value).
• Your device turned out to be eSIM-incompatible or carrier-locked — please check before buying; our support team is happy to help you check in advance.
• You travelled somewhere the plan does not cover, or bought the wrong destination, and the eSIM was already installed.
• Slow speeds or patchy coverage caused by the local network, your location, or device settings (for example data roaming switched off) — we will help you troubleshoot, but this is not a refund reason.
• Top-ups once they have been added to an eSIM, and promo / discount codes (no cash value).

4. Cancelling

Plans are one-off purchases, not subscriptions — there is nothing to cancel and nothing recurring to stop. If you bought by mistake and have not installed the eSIM, just ask for a refund under section 2 within 14 days. You can also delete your eSIMko account at any time at esimko.net/delete-account.

5. How to request a refund

1. Use the Support chat in the app (Profile → Support chat) or e-mail support@esimko.net from the e-mail address on your account.
2. Include the order reference (Profile → Order history), the destination, and what went wrong.
3. We reply within 1 business day and, when a refund is approved, we issue it to the original payment method. It usually shows on your statement within 5–10 business days depending on your bank.

6. Payments and our payment partner

Our order process is conducted by our online reseller Paddle.com. Paddle is the Merchant of Record for all our orders: Paddle provides customer-service enquiries for payments and handles returns on our behalf. Refunds approved by eSIMko are issued through Paddle to the card or wallet you paid with (for example Google Pay or Apple Pay). You may also contact Paddle directly at paddle.net using your order e-mail.

7. Chargebacks

Please contact us before disputing a charge with your bank — we resolve almost everything in one message. Disputes opened without contacting us may lead to the related eSIM being suspended while the bank reviews the case.

8. Changes

We may update this policy; the current version always lives at this address and the date above will change.

eSimko · Yerevan, Armenia · support@esimko.net