Last Updated: 2026-07-03
We strive for customer satisfaction and will consider refund requests on a case-by-case basis, in line with industry standards. Only eSIM's refund policy is designed to be fair to users while protecting the company from abuse. In general, all sales are final, but you may be eligible for a refund or credit under the following conditions:
1. Unused Plan/Change of Plans
If you purchased a Data Plan but have not installed or activated the eSIMon your device, you may request a refund. For example, if your travel plans changed and you no longer need the eSIM (and you haven't started using it), we will provide a full refund upon request. Please contact us before activating the eSIM in such cases.
2. Device Incompatibility
If after purchase you discover that your device is incompatible with eSIM or is carrier-locked (making it impossible to use our Service), you are eligible for a full refund. We may require proof that the eSIM was never successfully activated or used on the device.
3. Technical or Service Issues
If you attempt to use the eSIM but encounter technical problems that originate from Only eSIM or our network partners (for instance, the eSIM fails to provide data connectivity due to our system or a network outage in the covered region), you must first contact Only eSIM customer support and cooperate with troubleshooting efforts. If we determine that the issue lies with our Service and we are unable to resolve the problem, we will issue a refund. The refund may be full or partial depending on the extent of the issue (for example, if you did get some usage before a service failure, we might offer a pro-rata refund for the unused portion). Pro-rata refunds are calculated based on the proportion of unused data remaining or the unused portion of the plan's validity period, whichever yields a greater refund to the customer.
4. Minimal Usage
If you were able to activate the eSIM but used only a very small amount of data (e.g., just to test connectivity) and then found the Service to be unusable or unsuitable, we may treat it similarly to an unused plan. Only eSIM may also provide a full refund in such cases of de minimis usage, provided that you contact us promptly and meet the other criteria here (like being within the refund window).
5. Refund Request Procedure
To request a refund, you must contact Only eSIM customer support within 30 days of your Data Plan purchase. In your request, please include the email or account used for purchase, the order confirmation, and a description of the issue or reason for refund. We may require additional information or troubleshooting steps before approving a refund.
Note that we will not issue refunds for requests made after 30 daysfrom purchase, or after the Data Plan's expiration, whichever comes first. Also, once a Data Plan's validity period has ended (expired), we cannot refund it even if you did not use all the data, since the service term has concluded.
Reach out to Customer Support through our support page with all necessary details for refund processing.
6. Refund Processing Time
Once a refund is approved, it will typically be processed within 5–10 business days and returned to the original payment method used for the purchase. Please allow additional time for your bank or financial institution to reflect the credit on your statement. Only eSIM is not responsible for delays caused by your payment provider. If you have not received your refund within 15 business days of approval, please contact our support team for assistance.
7. Chargebacks and Payment Disputes
If you believe a charge is incorrect or you are dissatisfied with a purchase, we strongly encourage you to contact Only eSIM customer support before initiating a chargeback or payment dispute with your bank or credit card provider. Our support team can often resolve issues more quickly than the chargeback process, which can take weeks or months.
Filing a chargeback or payment dispute without first contacting Only eSIM may result in temporary suspension of your account pending investigation. Only eSIM reserves the right to dispute any chargeback it believes is unwarranted and to provide evidence of valid transactions to the relevant financial institution. If a chargeback is resolved in Only eSIM's favor, you remain responsible for the original charge and any associated fees.
8. Exceptions (No Refunds)
Only eSIM reserves the right to decline refund requests in certain cases, including:
- If we find that the Service was used significantly (beyond test usage), especially if the majority of data was consumed
- If the request arises from issues outside our control, such as poor coverage due to geography when our coverage map was accurately provided, or user error in configuring the device
- If the user violated our Terms of Service or misused the Service, leading to termination (no refunds will be given for Service terminated due to misuse or breach of Terms)
- If the purchase was made through a third-party distributor (in which case refunds must be pursued with that third party)
- We cannot refund any fees not paid to Only eSIM (e.g., bank foreign transaction fees or app store commissions)
We believe this refund policy offers you flexibility in genuine cases of issues while maintaining fair business practices.