Refund Policy
Purchases cannot be refunded
eSIMcity sells prepaid digital eSIM plans. After payment is completed, orders are not eligible for a refund, return, cancellation, or exchange. Please confirm the destination, data amount, validity period, and that your device supports eSIM before you pay. Buying an eSIM is a final purchase of a digital product, not a reservation that can be dropped later.
Why refunds are not available
An eSIM is delivered electronically as soon as payment succeeds. The QR code and activation details are issued to your account at once. Prepaid mobile data cannot be returned to inventory like a plastic SIM card. Because the product is provided immediately, all sales are final under this policy.
Unused plans and change of mind
We do not refund unused eSIMs. Leaving a profile uninstalled, unused, or unconnected does not create a right to a refund. Change of mind, a cancelled or postponed trip, leftover data, or expiry of the plan are not refundable. Unused profiles remain valid for 180 days to first use so you can install later — that window is for activation only, not a cooling-off refund period.
Wrong destination, device, or coverage
Choose your country or region carefully. We do not refund purchases made for the wrong destination, a device that is incompatible, carrier-locked, or missing eSIM, or for travel outside the coverage listed on the plan page. Check the compatibility notes and coverage list before checkout. Installing the eSIM, scanning the QR code, or consuming any data does not change this rule.
If we cannot provide the eSIM
If payment succeeds but we fail to issue a working eSIM profile, or the eSIM cannot activate on a compatible device that was installed correctly in a covered destination, email support@esimcity.app with your order ID. We may reissue a replacement profile. A replacement is not a cash refund and does not apply to user error, the wrong plan, incompatible hardware, or networks outside the destination you bought.
Payments and chargebacks
If you believe you were charged twice, email support@esimcity.app with the order IDs so we can review the payment. Contact us before opening a dispute with your bank or card issuer. A chargeback does not cancel the eSIM by itself and may delay help on your order.
How to contact us
Email support@esimcity.app with your order ID and a short description of the issue. We aim to reply as soon as we can. This page sets out eSIMcity’s store rules for digital eSIM purchases. It does not limit rights that cannot be waived under the mandatory consumer laws of your country.