01Applicability
Refunds from Eflexsim are only available to you if you purchased the Services directly from Eflexsim. If you purchased the Services from a third party (for example, a travel agency or an employer-managed travel benefit), you need to contact that third party for any refund requests.
02Legal Right of Withdrawal
If you are a consumer purchasing our Services, you have a legal right to unilaterally withdraw from your purchase within 14 days. This right expires on the earlier of:
- 14 days after the purchase, or
- the moment your eSIM is activated on a device.
You will not be able to exercise the right of withdrawal once you have started using the eSIM.
03Replacements and Refunds
If you have activated the Services but are unable to use them due to an error or omission on our part, or because we have decided to retire the Service, we will at your option either provide a replacement Service or refund an amount equal to the price you paid. This is subject to all of the following:
- You submitted a refund request within 30 days of the issue arising.
- We were not able to restore your ability to access and use the purchased Services within 10 days of receiving your refund request.
- You cooperated with our efforts to resolve any issues you experienced — for example by providing screenshots of your device settings, the error messages you saw, and the steps you tried.
Where you have partially used the Services for which you are requesting a refund, we will only refund the unused portion. For example, if you have used 4 GB of a 10 GB package and the remaining 6 GB cannot be used because of a fault on our side, we will refund the equivalent of the unused 6 GB.
04When Refunds Are Not Available
You are not entitled to a refund or replacement of the Services in any other situation. In particular, no refund is available where:
- The eSIM has been used as expected and the Services performed correctly.
- You purchased an eSIM for the wrong destination, the wrong dates, or a device that turned out to be incompatible, and you have already activated the eSIM.
- You did not contact our support team during the issue or within the 30-day request window described above.
- You breached our Terms of Service (including the Acceptable Use rules).
If you are unsure whether your situation qualifies, please contact our support team — we will look at every case in good faith.
05How to Apply for a Refund
You can submit a refund request in any of the following ways:
- From your Eflexsim account, using the Request a refund button on the relevant order.
- By emailing our support team at support@eflexsim.com with your order number and a description of the issue.
- By using the in-app or web-based chat where available.
Our support team may ask for further information to support your refund request, such as screenshots of your device settings, the eSIM status, the network you tried to connect to, and the error messages you saw. Providing this information promptly helps us resolve your request faster.
06Refund Method and Timing
Where a refund is due, you will receive it via the original payment method you used at checkout. Depending on your bank or card issuer, refunds can take up to 30 business days to appear in your account after we approve them.
In the future we may also offer wallet credit (Eflexsim balance) as a faster alternative to a card refund. When that option is available, you will be able to choose between credit and original-payment-method refund at the time of approval.
07Unauthorised Purchases
If you suspect any unauthorised purchases have been made on your account, you must notify our support team immediately at support@eflexsim.com. We reserve the right to suspend any account associated with fraudulent activity. Whether a refund is payable in cases of suspected fraud is at our sole discretion.
08Incorrect Charges
If you believe that you have been charged an incorrect amount for Services we have provided, please contact our support team within 30 days of the charge with details of why you believe the amount is incorrect. We will investigate and respond. Whether a refund is payable in cases of incorrect charge claims is at our sole discretion.
09Contact
For refund requests and questions about this policy, please contact us at support@eflexsim.com.
For legal questions about this policy, please contact us at legal@eflexsim.com.