At InstantESIMs, we want you to be completely satisfied with your purchase. This policy explains your rights and our obligations regarding refunds for eSIM plans purchased through instantesims.com.
1. Digital Product Nature
All products sold by InstantESIMs are digital goods — specifically, eSIM activation QR codes and associated data plans. Because these are digital products delivered electronically and consumed digitally, they are subject to specific refund conditions as outlined below.
By completing a purchase, you acknowledge the digital nature of the product and agree to this refund policy.
2. Eligibility for Refunds
You may be eligible for a full refund in the following circumstances:
- eSIM not delivered — Your QR code was not delivered to your email within 1 hour of purchase and our support team was unable to resolve the issue.
- eSIM does not activate — The eSIM failed to activate on a compatible device and our support team was unable to resolve the issue within a reasonable timeframe.
- Service not available — The eSIM service is completely unavailable in the destination country due to circumstances within our control.
- Duplicate purchase — You accidentally purchased the same plan twice within a 24-hour period. Please contact us immediately.
- Plan not yet activated — You have not yet scanned or installed the QR code and wish to cancel within 14 days of purchase.
3. Non-Refundable Circumstances
Refunds will not be issued in the following circumstances:
- Plan already activated and used — Once an eSIM has been activated and data has been consumed, the plan cannot be refunded.
- Incompatible device — You purchased an eSIM for a device that does not support eSIM technology. Please use our compatibility checker before purchasing.
- Change of travel plans — We are unable to issue refunds because you have changed your travel plans, cancelled your trip, or no longer need the plan, if the eSIM has already been activated.
- Incorrect country purchased — You purchased an eSIM for the wrong destination after the plan has been activated.
- Connectivity issues beyond our control — Poor signal, slow speeds or network outages caused by local carrier infrastructure issues, natural disasters, or government restrictions.
- Data depleted — Your data allowance has been fully used and you require additional data. Please purchase a top-up plan.
- Plan expired — Refunds are not available for plans that have expired after their validity period.
4. How to Request a Refund
To request a refund, please contact our support team as soon as possible:
- Email: support@instantesims.com
- Contact form: instantesims.com/pages/contact
Please include the following information in your request:
- Your order number
- The email address used at checkout
- The reason for your refund request
- Any relevant screenshots or error messages
Our support team will review your request and respond within 1 business day.
5. Processing Time
Once a refund is approved, it will be processed within 3–5 business days. The refund will be returned to the original payment method used at checkout. Please allow additional time for your bank or card issuer to process the credit.
6. Partial Refunds
In some circumstances, a partial refund may be offered. This may apply where:
- A plan has been partially used and a technical fault affected the remaining data.
- Service was available but significantly degraded compared to what was advertised.
Partial refund amounts are assessed on a case-by-case basis by our support team.
7. Technical Issues
If you experience technical difficulties with your eSIM, please contact our support team before requesting a refund. Many common issues — including activation failures, APN settings and roaming configuration — can be resolved quickly by our team.
We are committed to resolving technical issues as our first priority. A refund will be considered only where a technical issue cannot be resolved within a reasonable timeframe.
8. Contact Us
If you have any questions about this refund policy or your specific situation, please don't hesitate to get in touch:
- Email: support@instantesims.com
- Contact page: instantesims.com/pages/contact
We aim to respond to all enquiries within 1 business day and are committed to resolving every issue fairly and promptly.