Refund Policy

• The eSIM was never installed on a device and you request the refund within 30 days of purchase.
• We could not deliver your eSIM (provisioning failed and could not be recovered).
• The plan never connected to any supported network in the destination, and our support team could not resolve it after basic troubleshooting.
• You were charged more than once for the same order.

• The plan was partially or fully used, or its validity period has started and elapsed.
• Your device is eSIM-incompatible or carrier-locked. Please check the compatibility page before buying.
• The eSIM profile was deleted from the device after installation (profiles are single-install and cannot be reissued).
• Slow speeds or weak coverage in a specific location while the network was otherwise available — coverage varies by operator and area.

Open a ticket from your dashboard or email support@s1m.io with your order email and order reference. Include a short description of the issue; for connectivity problems, the destination and device model help us resolve things faster.

Approved refunds are issued to the original payment method within 5–10 business days, depending on your bank. We will confirm by email once the refund is initiated.

In borderline cases we may offer a replacement plan or account credit instead of a cash refund. This never limits any statutory rights you have under local consumer law.