Refunds Policy
Refunds Policy
1. Scenarios for Refunds
You can request a full or partial refund if your eSIM service experiences any of the following issues:
1.1 Device Compatibility Issues
Applicable conditions:
- The QR code has not been scanned or activated
- No data usage for the package
- Purchase within 1 month
- Provide screenshots of device lock screens and compatibility verification
1.2 Trip Changes
Full refund conditions:
- Buy through the esimtours.com website
- eSIM is not activated
- Purchase within 1 month
1.3 Network Connection Failure
Tiered refund criteria:
| Fault Type | Refund Percentage | Treatment Flowsheet |
|---|---|---|
| Cannot connect to the network | 100% | Provide a screenshot of the issue → Customer service verification → Refund |
| Intermittent Disruption/Temporary Availability | Daily | Submit network disconnection records |
| The issue cannot be resolved even after technical fixes | 100% | Confirm with an engineer |
2. Situations Where Refunds Are Not Available
No refunds will be given for the following situations:
2.1 Silent Appeals
Apply for a refund without contacting customer service
2.2 The Package Has Expired
Data remaining after the validity period expires
2.3 Indirect Losses
Including but not limited to:
- Backup phone/SIM card costs
- Hotel communication fees
- Expenditures not covered by the eSIM Tours service
2.4 Illegal Use
Fraudulent activities / Violation of service terms / Payment theft
2.5 Controversy Timeout
Bill disputes must be raised within 7 days
3. Refund Process
STEP 1 → Submit the Application
The only channel for acceptance is: support@esimtours.com
Must include:
- Order number
- Fault description + screenshot evidence
- Payment account information
STEP 2 → Review Cycle
- Confirm acceptance within 3 working days
- The longest review period for complex cases is 15 days
STEP 3 → Refund Executed
Refund path:
- Refund to original payment account (1-15 business days)
- Convert to store credit (effective immediately)
4. Important Supplementary Clauses
No-fee Commitment
No processing fee is charged for eligible refunds.
Limit of Action
The refund request must be submitted within 30 days of purchase.
Legal Reservation Rights
eSIM Tours reserves the right to freeze fraudulent accounts.
Summary of the Return Policy
If your eSIM meets the following conditions, you can get a refund within 30 days after purchase:
- Your device is not compatible with eSIM
- The eSIM is not activated or in use
- There are unresolved connection issues
The refund will be processed within 15 business days using the original payment method. To request a refund, please email support@esimtours.com.