Refund Policy
Last Updated: November 21, 2025
1. Purpose
This Refund Policy explains when and how ESIMLYO may issue refunds for purchased eSIM data plans. It should be read together with our Terms of Use.
2. General Principles
eSIMs are digital products that, once delivered and/or activated, generally cannot be returned. However, we recognise that technical issues and genuine mistakes can occur and, in certain limited circumstances, a refund or partial refund may be appropriate.
All refund requests are assessed case-by-case in line with the criteria below.
3. Cases Where a Refund Is Typically Possible
You may be eligible for a full or partial refund in the following situations:
3.1 eSIM not delivered
You completed payment but did not receive any eSIM activation details (QR code or manual details) within a reasonable time, and our support team is unable to recover or reissue them.
3.2 Technical issue on our or supplier's side prior to use
A system error prevented your eSIM from being activated, and our support team confirms that the issue cannot be resolved.
3.3 Duplicate or accidental purchase (unused)
You purchased the same plan more than once or selected the wrong destination or validity by mistake, and the eSIM has not been installed or used.
3.4 Incompatible device (prior to activation)
You purchased a plan for a device that does not support eSIM, the eSIM has not been installed, and you can demonstrate that your device is not compatible.
4. Cases Where a Refund Is Generally Not Possible
Refunds will normally not be granted in the following situations:
4.1 eSIM already installed or used
Once the eSIM has been scanned, installed, or data usage has begun, we generally cannot offer a refund, even if only part of the data allowance has been used.
4.2 Local network limitations
Poor coverage, slow speeds, or temporary network outages due to local operator issues are outside our control and are not normally grounds for a refund.
4.3 Incorrect configuration
The eSIM was delivered correctly, but you are unable to connect due to incorrect device settings (e.g., data roaming disabled, incorrect APN) and decline to follow troubleshooting steps.
4.4 Wrong destination after use
You purchased a plan for the wrong country or region and started using it.
4.5 Change of mind
You decide you no longer want or need the eSIM after successful delivery, where it has already been installed or activated.
4.6 Misuse or fraud
We detect misuse, sharing of the eSIM, or fraudulent activity associated with your order.
5. How to Request a Refund
To request a refund, please contact our support team at support@esimlyo.com and provide:
- Order number
- Email address used for the purchase
- Description of the issue
- Screenshots or evidence (e.g., device error messages, speed tests) where relevant
We may ask for additional information to investigate your case. Failure to provide requested information may delay or prevent a refund.
6. Time Limits
Refund requests should generally be submitted within 7 calendar days of purchase. We may decline refund requests made after a longer period, especially where the plan validity has fully expired.
7. Refund Method
Approved refunds will normally be made to the original payment method used for the purchase. Processing times depend on your bank or payment provider and are outside our control.
In some cases, at our discretion, we may offer a credit or voucher for future use instead of a cash refund.
8. Partial Refunds and Goodwill
In exceptional situations, we may provide partial refunds or goodwill gestures even where the strict conditions above are not fully met. This does not create a precedent or entitlement for future cases.
9. Changes to this Policy
We may update this Refund Policy from time to time. The version published on our website at the time of your purchase applies to that purchase, unless a change is required by law.
Contact
Solutions Hive Ltd, London, United Kingdom