Refund and Cancellation Policy
Last updated: February 9, 2026
eSIMPass.com is a trading name of Elemento Logico, Lda, registered in Portugal, VAT number PT513769897
We aim to provide a smooth and reliable digital connectivity experience. Please read our Refund and Cancellation Policy carefully before purchasing or activating any eSIM product.
1. Digital Product Nature
All eSIMs sold on esimpass.com are digital products delivered instantly via email or your account dashboard after payment.
2. Definition of "Activation"
"Activation" is defined as the moment the eSIM QR code is scanned and the eSIM profile is imported/installed onto your device. Once scanned and installed, the eSIM is considered activated and cannot be refunded, regardless of whether you have connected to a mobile network or used any data.
This is because once an eSIM profile is installed on a device, it cannot be transferred, resold, or reused on another device.
3. Eligibility for Refund
We offer refunds only in the following cases:
- Non-delivery of product: If you have completed payment but did not receive your eSIM profile (QR code or activation details) within 30 minutes, and our support team confirms no delivery was made.
- Technical issues before activation: If the eSIM cannot be installed or activated due to a verified technical issue on our side, and our support team is unable to resolve it.
- Duplicate purchase: If you accidentally purchased the same eSIM plan twice and only one was used or activated.
Note: Refunds are not available once the eSIM QR code has been scanned and installed on your device, regardless of network connectivity or data usage.
4. Ineligible Cases for Refund
Refunds will not be provided if:
- You purchased an unsupported device (please verify compatibility before buying).
- The eSIM was activated successfully, regardless of connectivity performance or coverage issues caused by the mobile carrier or local network conditions.
- Incorrect destination, start date, or data plan was chosen by the customer.
- The issue was caused by user error, including deletion of the eSIM after activation or failure to follow setup instructions.
5. Requesting a Refund
To request a refund, please contact our support team within 7 days of purchase at help@esimpass.com
Please include:
- Your order number
- The email address used for the purchase
- A brief description of the issue
- Screenshots or error messages (if applicable)
Our support team will review your request within 2–3 business days.
6. Cancellation Policy
As eSIMs are delivered and available for activation immediately after purchase, orders cannot be canceled once payment is completed and the eSIM details have been issued.
If you wish to cancel an order before receiving your eSIM QR code, please contact us immediately at help@esimpass.com — we will do our best to assist if the order has not yet been processed.
7. Refund Method
Approved refunds will be issued to the original payment method used for the purchase within 5–10 business days, depending on your payment provider.
8. Need Help?
Our team is here to help you with setup or troubleshooting before considering a refund.
Email:help@esimpass.com
Website:https://www.esimpass.com