Our rule: full refund while the eSIM hasn’t connected
If the eSIM hasn’t connected to any network yet, ask within 30 days of purchase and we refund the full payment. This also applies if you chose the wrong destination or plan, or if your phone turned out to be incompatible: what matters is that the eSIM never connected.
Installing is not the same as activating. Activation is the eSIM’s first connection to a cellular network, not the moment you scan the QR code. Installing the profile at home changes nothing, so you can install the eSIM before you travel and switch the eSIM line on after you leave the US.
This rule doesn’t take away any right you have under the consumer protection laws of the state where you live.
If the eSIM has already connected
After the first connection to a network the plan is in use and can’t be recovered or resold, so our rule no longer gives a refund. There is one exception. If the eSIM doesn't work and it isn't your phone's fault, we refund the payment whether or not it was installed. Write to us with the order number and tell us what the phone showed; a screenshot helps.
How to cancel or ask for a refund
Use the cancellation form on this site, write to support@esimworld.us or message us on WhatsApp. Any clear statement that you want to cancel is enough. Please include the order number (it’s in the subject line of the email with your eSIM) and the email you used to buy, so we can find your payment. A cancellation, a refund request, a complaint or a privacy request counts as made when it reaches us on WhatsApp, at support@esimworld.us or through the cancellation form on this site. For a complaint or a privacy request, put “Complaint” or “Privacy request” in the email subject or at the start of your WhatsApp message.
When and how the money comes back
We refund within 14 days of receiving your request, through Stripe, to the same card, in US dollars. We refund the amount you actually paid, after any discount coupon. When the money reaches your account depends on your bank. On your card statement the original charge appears as “JET SHARING”.
Refunds aren’t automatic: we check the order and whether the eSIM connected to a network. If you asked and haven’t heard back, write again with the order number.
If we can’t agree
This policy doesn’t limit your rights as a consumer. If support hasn’t solved your problem, send us a complaint with the order number: put “Complaint” in the email subject or at the start of your WhatsApp message. We reply to every complaint by email, with our decision and the reasons for it. Governing law and disputes are in the terms and conditions; more ways to reach us are on Contact.