Refund Policy

1. The nature of our products

1.1 We sell digital eSIM data plans supplied by third-party network providers. An eSIM is delivered electronically (for example, as an installation QR code or activation details) immediately after your payment is confirmed.

1.2 Because the eSIM is a digital product that is made available to you instantly, your right to cancel and obtain a refund is limited once the eSIM has been delivered, as set out below.

2. Cancelling before delivery

2.1 You may cancel your order at any time before you have paid for it, and before we have delivered the eSIM (the "Order Confirmation"). If you have not yet paid, no charge will be made.

2.2 If you have paid but we have not yet delivered the eSIM, contact us as soon as possible using the details in section 6 and we will cancel the order and refund you in full.

3. After your eSIM has been delivered

3.1 Once we have delivered the eSIM to you (for example, by sending the installation QR code or activation data), your right to cancel is lost and you will not be entitled to a refund, except where the eSIM is faulty or not as described and we are unable to remedy the problem.

3.2 It is your responsibility to confirm that your device is compatible with our services and is carrier-unlocked before you buy. If, after delivery, it turns out that your device is not compatible, you will not be entitled to a refund.

4. When we will refund you

4.1 We will provide a refund in the following circumstances:

• We cancel your order because the eSIM required to provide the service is not available;
• We cancel your order because an event outside of our reasonable control continues for more than 15 calendar days;
• The eSIM you received is faulty or materially not as described, and we are unable to resolve the issue within a reasonable time.

4.2 Before a refund is issued for a faulty eSIM, we may ask you for reasonable information to help us investigate (for example, your order reference, device model, and a description of the problem). We will use reasonable efforts to fix the problem first.

5. How refunds are made

5.1 Approved refunds are issued no later than 14 calendar days after the date on which we agree that you are entitled to a refund.

5.2 Refunds are made using the same payment method you used to place the order, unless you request a different method and that method is supported. We do not charge a fee for issuing a refund; however, any fees charged by your bank or payment provider are your responsibility.

6. How to request a refund

6.1 To request a refund or cancellation, contact us through our Telegram bot @esim_universal_bot or by email at esimuniversalproject@proton.me. Please include your order reference and a short description of the issue so we can help you quickly.

7. Your consumer rights

7.1 Nothing in this Refund Policy limits or removes any mandatory consumer-protection rights you may have under the laws of your country of residence.

This Refund Policy was last updated on 2026-05-28.