Refund Policy

If you purchased the eSIM without checking device compatibility, you can apply for a refund under the following conditions:

• The QR code has not been scanned.
• The data in the plan has not been used.
• The eSIM was purchased within the last 30 days.
• Screenshots and necessary information provided by you verify issues with incompatibility or device locking.

If you have canceled your trip or no longer need the eSIM, you can apply for a full refund if the following requirements are met:

• The eSIM was purchased from the eSIMHop platform.
• The QR code has not been scanned and the eSIM has not been installed on any device.
• No data from the plan has been used.
• The purchase was made within the last 30 days.
• If the eSIM has already been installed or used, we will analyze your specific situation to determine whether a partial refund or alternative solution is appropriate.

If your eSIM does not work due to issues with eSIMHop or the network provider, you may be eligible for a full or partial refund.

Before processing the refund, please:

• Contact our support team at support@esimhop.com to report network connection issues.
• Provide information and screenshots to help our team identify the problem.
• If the connection issue cannot be resolved, eSIMHop will refund the remaining data amount where appropriate.
• If the eSIM has never connected to the internet and no data has been used, we can offer a full refund. If the eSIM stops working or only works temporarily after some usage, we can partially refund based on the number of days you were without internet access, deducting the days you had network connectivity.

• No Communication: If you encounter usage issues and request a refund without any communication or reason, it will not be accepted.
• Expired Data Packages: Each data package has a validity period. After the validity period, any remaining data will not be refunded in any form.
• Compensation: We do not offer refunds or compensation for backup phones, backup SIM cards, backup providers, hotel phones, or other expenses not directly related to the customer's eSIMHop account.
• Fraudulent Purchases: If there is evidence of abuse, violation of our terms and conditions, or any fraudulent activities related to the use of eSIMHop products and services, eSIMHop reserves the right to refuse any form of refund.
• Unauthorized Purchases: Before processing any refunds, orders will be investigated and approved. eSIMHop reserves the right to suspend any accounts related to fraudulent activities.
• Billing Errors: If the customer has a reasonable and good faith dispute regarding an invoice or part of it, the customer should notify eSIMHop within 7 days of receiving the invoice, providing detailed information to explain why the amount is incorrect and, if possible, state the amount the customer believes should be paid.
• RealPhone Plans: For RealPhone virtual number plans, full refunds are only available if the eSIM has not been installed or activated on any device. Once installed or used, these plans are generally non-refundable except where required by applicable law.
• Other Reasons: If the refund request does not fall into the above categories, we will investigate the request based on the specific circumstances. If the refund is approved, a processing fee may be charged. The maximum refund amount a customer can request must be equal to or less than the total amount paid.

• Contact us at support@esimhop.com.
• If you encounter connection issues with your eSIM, please contact us immediately. Our team will first ensure that your eSIM is correctly configured. If the problem persists, our team will proceed with the refund process.

• Depending on the nature of the issue, customers will need to provide additional information to support their refund request, such as screenshots of device settings indicating technical issues or providing detailed information explaining why the invoice amount is incorrect, and if possible, stating the amount the customer believes should be paid.
• Refunds will be returned to your payment account via the same route they were received.
• Once a refund is approved, you will receive the refund to the same account used for payment. This process may take 3 to 15 business days, depending on the processing time of your payment bank.
• No Cancellation Fees.

If you need assistance, please contact us through the following methods:

Email: support@esimhop.com