Refunds & chargebacks
Full refund if the product did not work, or if there is an issue delivering your eSIM.
This policy is issued by eSIMply LTD (company number 16172293), registered office: Office 12 Initial Business Centre, Wilson Business Park, Manchester, United Kingdom, M40 8WN. It applies to eSIM packages and related purchases made through the eSIMply app or website.
1. When we give a full refund
We will issue a full refund if:
- The eSIM product did not work (for example it cannot be installed or cannot connect on a compatible, eSIM-capable device after you followed the in-app instructions), or
- There is an issue in the delivery of the eSIM (for example the profile is not issued, the QR / install payload fails, or provisioning does not complete because of a fault on our side or our connectivity partner’s side).
Contactsupport@esimply.appwith your account email, order or package details, device model, and a short description or screenshot of the error. We will review and process eligible full refunds.
2. App Store and Google Play purchases
Wallet top-ups and in-app purchases on Android are sold throughGoogle Play(and Apple App Store when the iOS app is live). Those platforms may also process refunds under their own rules.
If your case qualifies under section 1, email us first. We will refund via the original payment method where we can, or help you request a refund through Play / Apple so you are not left without a remedy.
3. What this policy does not cover
- Change of mind after a working eSIM has been delivered and installed.
- Coverage, speed, or network quality in a destination when the eSIM was delivered and is connecting as designed (partners and fair-use limits apply).
- Devices that do not support eSIM, or installation errors after we provided a working profile and clear instructions.
If you are unsure, still write to us. We will tell you clearly whether a full refund applies.
4. Chargebacks
If you dispute a charge with your bank or Play / Apple, please also emailsupport@esimply.appso we can match the order and avoid a double recovery.
Where the product did not work or delivery failed, we prefer to refund you directly under this policy rather than leave the dispute open. Unjustified chargebacks on working, delivered eSIMs may lead to account review.
5. How refunds are paid
Refunds go back to the original payment method (Google Play, Apple, or another processor if used) whenever that is possible. Timing depends on the store or bank, often several business days after we approve the request.
6. Contact
eSIMply LTD
Company number 16172293
Office 12 Initial Business Centre, Wilson Business Park, Manchester, United Kingdom, M40 8WN
support@esimply.app