1. When we refund
We refund a purchase when the problem is on our side:
- A technical issue with the eSIM or the data package that our support team cannot resolve, so you cannot activate or use the service as intended.
- The service was not delivered as described at the time of purchase, for example a package that never reached your eSIM or coverage we advertised and could not provide.
- You were charged more than once for the same order.
2. What we cannot refund
We do not refund:
- A package that has been activated or used, in part or in full. Used data cannot be returned, and we do not prorate the unused part of an active package.
- Problems caused by your device, such as a phone that does not support eSIM, is locked to a carrier or is set up incorrectly. Our compatibility check takes a minute and is worth doing before you buy.
- A wrong purchase or a change of plans, including choosing the wrong destination, package size or validity, or a trip that was cancelled or shortened.
- Connectivity problems caused by local networks or roaming restrictions outside our control, such as temporary outages, congestion or areas without coverage.
- A package whose validity has expired.
3. Time limit
A refund request must reach us within 7 days of the purchase. Requests received later cannot be considered.
4. How to request a refund
Email support@onesim.global from the address you bought with, or write to us in the app, and include:
- The order reference from your confirmation email or your account.
- Your phone model and software version.
- A short description of what happened, with screenshots if you have them.
Most installation problems can be fixed within minutes, so our team may first ask you to try a few troubleshooting steps. We review every request and reply as soon as possible.
5. How refunds are paid
An approved refund goes back to the payment method you used. Depending on your bank or card issuer it can take 5 to 10 business days to appear. Any part you paid from your onesim balance returns to that balance. A refund for a gift is paid to the person who bought it.
6. Contact
Questions about a refund? Email support@onesim.global.