Refund policy — when and how to request

Eflexsim refunds eSIMs within 14 days of purchase, provided the eSIM has not been activated. Once your eSIM connects to a partner network at your destination, the plan is consumed and is not refundable. To request a refund, email support@eflexsim.com with your order number. We process eligible refunds within 1-2 business days.

The two facts to remember: 14 days, and pre-activation only. Everything below covers the edge cases.

The short version

• 14 days from purchase. The clock starts at checkout, not at install.
• No activation. "Activated" means your phone has connected to a partner network. Installing the eSIM on your phone is fine. It's only the first connection that counts as activation.
• Full refund. No restocking fee. The full amount goes back to the original payment method.

If both conditions are met, the refund is automatic on request. We don't need a reason.

What "activation" means for refund eligibility

This trips people up, so it's worth being explicit. There are three steps in the eSIM lifecycle:

1. Purchase. You bought the plan. Eligible for refund.
2. Install. You scanned the QR or entered the codes; the eSIM profile lives on your phone. Still eligible for refund. Installing alone doesn't activate the plan.
3. First connection. Your phone first touched a partner network at your destination. This activates the plan. Not eligible for refund after this point.

So you can buy a plan, install it at home over Wi-Fi to test that the QR works, decide you don't want it, and still get a refund. As long as you haven't traveled and connected to a partner network.

How to request a refund

The flow takes a minute on your side and 1-2 business days on ours.

1. Email support@eflexsim.com from the email address you used to buy the plan.
2. Subject line: "Refund request" (or anything close. We don't filter by exact wording).
3. Include your order number. You can find it in your purchase confirmation email or in your account dashboard.
4. We confirm receipt within a few hours (during business days; sometimes faster).
5. If you're eligible, we process the refund within 1-2 business days. You'll get a confirmation email when it's sent.
6. The refund lands on your original payment method within 3-7 business days, depending on your bank.

You don't need to give a reason. We won't argue if you change your mind. That's why the 14-day window exists.

How long the refund takes to land

Once we process the refund on our end, the speed depends on your bank.

• Credit card refunds typically appear within 3-7 business days. Most US and EU cards land within 5 days.
• Debit card refunds can take longer. Sometimes 7-10 business days because of how debit cards process reversals.
• PayPal is usually fastest, often same-day or next-day.
• Apple Pay and Google Pay mirror the underlying card's timing.

If a week has passed since our confirmation email and you don't see the refund, check the original card statement carefully (look for a credit, not a refund notice. They sometimes appear as a separate line). If it's still missing, email support and we'll send proof-of-refund details from Stripe.

Cases where we may refund outside the policy

The 14-day pre-activation rule covers most situations, but there are a few exceptions where we may refund even when the standard policy wouldn't apply:

• Your destination changed and you haven't traveled yet. If you bought a plan for a trip that got cancelled (visa denied, family emergency, work change), email support. Outside the 14-day window we don't promise a refund, but we sometimes offer a partial refund or store credit for future use.
• The eSIM never connected at your destination. If you arrived, tried to activate, and the eSIM never worked. That's our problem, not yours. Refund within the 14-day window, and we may extend the window if the failure was clearly on our end.
• A duplicate order. If you accidentally bought the same eSIM twice (the second one never installed), email support and we'll refund the duplicate even outside the standard window.

For anything outside the standard policy, we make decisions case by case. Email us with the situation and we'll respond within 4 hours.

What's not refundable

• Plans already activated. Once your phone has connected to a partner network, the plan is in use and isn't refundable.
• Plans purchased more than 14 days ago. Even if unused. The window is firm.
• Top-up purchases. Once a top-up applies to an active eSIM, it's not refundable. If a top-up failed to apply, that's an exception (see above).

For installing your eSIM correctly the first time, see iPhone install or Android install. If your QR isn't working, the QR troubleshooting guide covers common fixes before you decide on a refund.