01Applicability
Refunds from Eflexsim are only available to you if you purchased the Services directly from Eflexsim. If you purchased 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.
This Refund Policy should be read together with our Terms of Service. Nothing in this policy limits any non-waivable rights you have as a consumer under the law of your country of residence.
02Legal Right of Withdrawal (Consumers)
If you are a consumer, you may have a legal right to withdraw from your purchase within 14 days. Because our Services are digital content/services delivered immediately, this right is affected by your request for immediate delivery:
- When you buy and ask us to make your eSIM available immediately, you give your express consent to immediate supply and acknowledge that you lose the 14-day right of withdrawal once delivery (provisioning of the eSIM) has begun. We record this consent at checkout.
- If delivery has not yet begun, you may withdraw within 14 days of purchase for a full refund.
This does not affect any other refund or replacement you may be entitled to under the sections below, or any mandatory consumer rights that apply to you.
03Replacements and Refunds
If you have received 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 request.
- You cooperated with our efforts to resolve the issue — 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 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, and we will always honour mandatory consumer rights that apply to you.
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 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, 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 promptly helps us resolve your request faster.
06Refund Method and Timing
Where a refund is due, you can receive it either as wallet credit (your Eflexsim balance) or back to the original payment method you used at checkout. Card refunds arrive within 5–7 business days, depending on your bank or card issuer.
Wallet credit is the instant alternative to a card refund — it is added to your Eflexsim balance straight away and can be spent right away on the web or in the app, on eSIMs or top-ups. Where a refund is due because of a fault on our side or because we retired a Service, you will always be offered a refund to your original payment method as an option; wallet credit will not be imposed as the only remedy.
07Chargebacks and Payment Disputes
If you have a problem with a charge, please contact support@eflexsim.com before initiating a chargeback or dispute with your bank or card issuer — most issues are resolved quickly through this policy, and a chargeback can delay resolution. This does not affect any right you have to dispute a charge you are legally entitled to dispute. We may provide our payment providers with transaction records and evidence in response to a dispute.
08Unauthorised Purchases
If you suspect any unauthorised purchases on your account, notify support@eflexsim.com immediately. We reserve the right to suspend any account associated with fraudulent activity. Whether a refund is payable in cases of suspected fraud is assessed on a case-by-case basis in good faith and in line with applicable law.
09Incorrect Charges
If you believe you have been charged an incorrect amount for Services we have provided, contact support@eflexsim.com within 30 days of the charge with details of why you believe it is incorrect. We will investigate and respond.
10Contact
For refund requests and questions about this policy, contact support@eflexsim.com. For legal questions about this policy, contact legal@eflexsim.com.