Refund Policy

Effective: May 5, 2026

This Refund Policy supplements our Terms & Conditions. eSIM plans are digital content. Once activation has begun, the service cannot be returned.

1. Full refund

A full refund is possible if all of the following conditions are met:

• The eSIM has not been installed.
• The QR code has not been scanned.
• No data has been consumed.
• The request is made within 14 days of purchase.

2. Partial refund

In case of a verified technical issue on our side or with our roaming partner, we may offer a partial refund after individual review. It is required that you contact us during your trip so we have a chance to resolve the issue.

3. No refund

A refund is not available in the following cases:

• The eSIM has been activated and data has been consumed.
• The device does not support eSIM technology (compatibility is the customer's responsibility).
• The wrong destination was selected.
• The trip was cancelled without contacting us beforehand.
• Incorrect device configuration (APN, data roaming, primary line).

4. How to request

Send an email to contact@sims-on.com with:

• Order number
• Description of the issue
• Period and country of use

5. Processing

We process refund requests within 5–10 business days. Approved refunds are returned to the original payment method (RaiAccept transaction). Posting on your statement may take an additional 5–10 business days depending on your card issuer.

6. Right of withdrawal for digital content (EU)

Consumers in the European Union have a 14-day right of withdrawal. For digital content this right expires once supply has begun with your prior express consent (Art. 16(m) Directive 2011/83/EU). By activating your eSIM, you confirm this consent.

7. Contact

Lead2Sale L.L.C. · contact@sims-on.com · +383 49 448532