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Refund Policy

On this page
  1. In short
  2. 1. How refunds work
  3. 2. When we can refund
  4. 3. When we cannot refund
  5. 4. How to ask for a refund
  6. 5. What happens next and when
  7. 6. Payment problems
  8. 7. Related documents

In short

  • An eSIM is a digital product delivered by email and on the confirmation page, and in My eSIMs if you ordered while signed in.
  • Where a refund is due, one of our operators refunds it to the payment method you used (PayPal or OnePay). It can be full or partial.
  • A full refund removes the eSIM on that order from My eSIMs, and the private link in your email and the confirmation page stop showing it. A partial refund does not cancel or hide your eSIM.
  • Whether your case qualifies, and how long each step takes, is set out below.

1. How refunds work

Refunds go back to the payment method you used. An operator on our side reviews your request and records the reason. Where a refund is due, the operator refunds the full amount of your order or part of it, with the amount stated explicitly. If you paid with PayPal, the operator issues the refund through PayPal in the currency you paid in, and the reason the operator records is sent to PayPal with the refund and may appear in the notification PayPal sends you. If you paid with OnePay, the operator makes the refund in the OnePay portal. Your order then shows the amount refunded; when the whole amount is returned, the order is marked as refunded.

When we refund an order in full, the eSIM on that order is no longer shown in My eSIMs, the private link in your email and the confirmation page no longer show it, and the installation email cannot be sent again. If the eSIM has not been installed or used, we cancel it with our provider first, as described in section 2. A partial refund does not cancel or hide your eSIM.

2. When we can refund

You can ask for a refund in the cases below:

All of the following must apply:

  • The eSIM has a technical fault that stops you from installing, activating or using it.
  • You contacted us, gave us the information we asked for and followed our troubleshooting steps.
  • You kept the eSIM installed on your phone while we looked into it.
  • After checking, we confirm that the problem cannot be fixed.

Requests must be made within 30 days of the date of your order.

Cancel an unused eSIM. You can cancel your order and get 100% of the price you paid back, with no fee deducted, if you ask within 14 days of the date of your order, the eSIM has not been installed or activated and has not used any data, and our provider confirms that it can still be cancelled. We cancel the eSIM with our provider first and then refund the payment method you used.

3. When we cannot refund

We cannot refund in the cases below, unless we confirm a technical fault with the eSIM that cannot be fixed:

  • You changed your mind, ordered twice or changed your travel plans after the QR code was delivered, unless the cancellation of an unused eSIM in section 2 applies.
  • Your phone does not support eSIM or is carrier-locked.
  • The email address entered at checkout was wrong or you cannot reach it, and the QR code was delivered to it.
  • The eSIM was deleted, transferred, installed incorrectly or used against our instructions or outside the coverage of the plan.
  • The eSIM connected or used data and we find no unresolved fault.
  • The problem comes from your phone settings, local signal, a temporary network outage, network restrictions or local rules in the country you are in.

4. How to ask for a refund

Email support@choesim.com with a subject such as "Refund request, order [your order number]" and include:

  1. your order number, if you have it (it is shown in your installation email and, if you ordered without an account, on the confirmation page); if you do not have it, the date of the order and the plan you ordered,
  2. the email address on your order (the address that received the QR code), or the email address of your ChoEsim account if you ordered while signed in,
  3. what happened, in a few words,
  4. your phone make and model, if the problem is about installing or using the eSIM,
  5. screenshots or error messages, if you have them.

Please do not delete the eSIM from your phone while we look into your request.

5. What happens next and when

StepWhat happensHow long
ReviewWe check your request and your orderWe usually reply within 24 hours, and a technical review takes 1 to 3 business days once we have the information we need.
RefundWhere a refund is due, an operator refunds it to the payment method you usedStarted when your request is approved
PayoutThe money reaches the payment method you used (your PayPal account, or your card or account paid through OnePay)An approved refund is normally sent within 5 to 10 business days; when it appears depends on your bank, PayPal or OnePay.

6. Payment problems

If the payment provider confirms a different amount from the one on your order, we hold the order for review and do not deliver an eSIM. An operator then reviews the payment and, where a refund is due, refunds it to the payment method you used, with an explicit amount.

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