Refund policy

This page explains when you can get your money back for a plan bought on esimrails.

What we refund

We refund a plan if your eSIM can't connect. For anything else, such as a plan you bought but did not use, open a support ticket and we will look at your case.

If your eSIM can't connect

If a plan does not connect, even after you have followed the install guide, open a support ticket and tell us your order and what you see. We look at each case, and where we cannot get you connected, we refund the plan.

How to ask

Open a support ticket, say which order it is about and what happened. Refunds go back to the payment method you used for the order.

Your right to withdraw if you live in the EU

Consumers in the EU normally have 14 days to withdraw from a purchase made online. An eSIM is a digital service that starts as soon as you receive it. When you order, we ask you to confirm that you want your eSIM delivered immediately and that you understand your right of withdrawal ends once it has been delivered. If you do not give that consent, we cannot supply the plan immediately.

This does not remove any rights you have under the law where you live.

Plans you have used

Once a plan has been activated or has used data, it cannot be handed back to the network, so it is refunded only if it could not connect.