Refund and Cancellation Policy

1. Words we use

• Installed: the eSIM profile has been added to your device (by QR code, link or manual code).
• Activated: the eSIM has connected for the first time to a mobile network the plan covers, which starts the plan’s validity. This can happen in your home country if the plan covers it.
• Faulty: the eSIM or plan does not work as described, for a reason that is not caused by your device or its settings.

2. Our refund rule: refunds for faulty eSIMs

Because your eSIM is issued to you straight away and many eSIMs cannot be cancelled or reused once issued, we do not give refunds if you change your mind, including if your device turns out not to support eSIM or is locked to another network. Please check your device before you buy (see our Terms, section 4).

If you can’t use an eSIM you bought, you may give it to someone else with a compatible device, as long as it has not been installed and is installed before it expires.

Goodwill. In some cases, for example a plan bought by mistake that has not been installed, we may offer a refund or credit as a goodwill gesture. This is at our discretion and is not a right under this policy.

3. If something goes wrong on our side

If your eSIM or plan is faulty, for example it cannot be installed, it will not connect although your device is compatible and set up correctly, or it delivers much less than described, contact us as soon as you can, including while you are travelling.

We will first try to fix it quickly, with your trip length in mind. If we cannot fix it within a reasonable time, you choose between:

• a replacement eSIM or plan; or
• a refund: in full if you could not use the plan at all, or in part for the unused portion or the time it did not work.

Some faults have to be investigated with the mobile network. This can take up to 10 days; we tell you if it will.

You can report a fault at any time during the plan’s validity and for 30 days after it ends (for an eSIM that was never activated, until it expires).

We cannot refund for problems caused by your device (for example a locked or non-eSIM device, a device model or region version without eSIM support, or an eSIM deleted from the device), or for normal speed reductions under a plan’s published fair-use limits. If you are not sure whether a problem is on our side, contact us anyway and we will check.

4. Your legal rights

Nothing in this policy limits rights you have by law that cannot be excluded, including rights for services that are not supplied with reasonable care and skill or as described.

UK and EU customers. You normally have a 14-day right to cancel online purchases. Because you receive your eSIM straight away, at checkout you ask us to start supply immediately and confirm that:

• for the eSIM (digital content), you lose the right to cancel once it has been supplied to you; and
• for the mobile data service, if you cancel within 14 days after it has started, we may charge for the service provided up to the point you told us you were cancelling.

South Africa. At checkout you agree that the service starts immediately, so the 7-day cooling-off period under section 42 of the Electronic Communications and Transactions Act does not apply once the service has begun (section 42(2)(d)). Your right to a refund for a faulty eSIM is not affected.

Other countries. Any rights you have under your local consumer law apply in addition to this policy.

5. How refunds are paid

• We acknowledge refund requests within 24 hours. Most are decided within 5 working days; faults that need checking with the network can take up to 10 days.
• Approved refunds go back to the original payment method (card, Apple Pay, Google Pay or PayPal) in the original currency. Your bank may take 5 to 10 working days to show it.
• Fault refunds are paid in full for what you couldn’t use. We never deduct an admin or payment fee.
• If we refund part of a plan, we tell you how we worked it out.
• If you open a chargeback with your bank while we are dealing with your request, please tell us so we don’t refund you twice.

6. Orders we cancel

If we cannot supply a plan, or there was an obvious pricing error, we cancel the order and refund it in full.

7. Contact

hello@epicesim.com · WhatsApp +44 7745 879264 · 7 days a week, replies within 24 hours.