Refund & Cancellation Policy

A. General principle

eSIMAZE LTD is your refund counterparty for any purchase made through esimaze.com. If you have a refund, cancellation, or service issue, contact us directly at support@esimaze.com.

B. Unused eSIMs

You may request a refund within 14 days of purchase where the eSIM has not been installed, activated, or used. If installation has occurred but it is not clear whether the eSIM has been activated or used, we will review your case individually rather than automatically approving or refusing the request. Requesting a refund within this window does not automatically remove any separate statutory cancellation right you may hold.

C. Payment taken but eSIM cannot be provisioned

If we successfully take payment for your order but are unable to provision or deliver the purchased eSIM, you are entitled to a full refund, subject to our standard duplicate-payment and case-resolution checks.

D. Provider or eSiMAZE technical failure

If your eSIM has been activated but cannot reasonably be used because of a confirmed fault on our side or on the side of our connectivity provider, our support team will first try to troubleshoot the issue with you. Where the issue cannot be resolved, we may offer a replacement eSIM or a refund.

E. Partial use

Where the issue is provider-side and some of the package has already been consumed, we may consider a partial remedy based on the unused portion of the service, assessed on a case-by-case basis rather than a fixed formula.

F. Situations that are normally not refundable

Subject always to any mandatory consumer rights you hold, a refund may normally be refused where the issue arises solely because:

• your device is not eSIM-compatible;
• your device is carrier or network locked;
• you purchased the wrong destination or package;
• you did not follow the installation instructions provided;
• Data Roaming required for the package was not enabled;
• required APN or connection settings were not configured;
• you deleted or removed an eSIM in a way that cannot be reversed;
• the package's data, minutes, or texts have already been used;
• the package's validity or installation window, where this was clearly disclosed to you in the product information or installation instructions applicable to your purchase, has expired;
• the issue relates solely to a disclosed coverage or network limitation of the package; or
• the purchase involved prohibited, abusive, or fraudulent use.

This list does not remove any remedy you are entitled to where the underlying cause is a genuine fault on the part of eSiMAZE or our connectivity provider.

G. Troubleshooting and evidence

To review your case, we may reasonably ask for information such as screenshots, your device model, relevant settings, or network information, and your cooperation with basic troubleshooting steps. We will only ask for what is reasonably needed to assess your case.

H. Refund method

Approved refunds are returned to your original payment method. We do not issue refunds as store credit or provider credits. Processing time depends on your bank or payment provider and can vary.

I. Supplier settlement is separate

When we approve a refund, it is issued to your original payment method by eSiMAZE. Any settlement or recovery between eSiMAZE and its suppliers is separate from your approved refund and is never a condition of it.

J. Chargebacks

If you believe a charge is incorrect, please contact us first so we can review and resolve it quickly. You are free to exercise legitimate payment or statutory rights, including a chargeback, and we will not penalise you for doing so in good faith. Fraudulent or abusive chargeback activity may still be addressed under our Terms & Conditions.

Contact

For a refund request or any question about this policy, contact support@esimaze.com or reach us through our WhatsApp and in-app support channels.