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Refund Policy

Version 2026-10-07 · effective October 7, 2026

Our promise

We want you to be connected when you land. If something goes wrong, we fix it or give you your money back.

Full refund

You get a full refund if you ask within 30 days of purchase and the eSIM has not been installed on any device. This includes the case where your phone turns out not to support eSIM.

The eSIM does not connect

If the eSIM is installed but does not connect at your destination, contact us. We help you with the settings first; most problems are solved in a few minutes.

If the problem is caused by the network or by us and we cannot fix it, we refund the plan in full, or in proportion to the days or data you could not use.

What we cannot refund

  • A plan that was used normally, used up or has expired.
  • An installed eSIM when your travel plans change.
  • An eSIM that was deleted from the phone (in most cases it cannot be installed again).
  • Problems caused by a phone that is locked to an operator or does not support eSIM, once the eSIM has been installed.

How to ask for a refund

Email support@ecoesim.net with your order number. We reply within 2 business days. Approved refunds go back to your original payment method; your bank usually shows them within 5–10 business days.

Your legal rights

This policy is in addition to your legal rights as a consumer, which it does not limit. Information about the right of withdrawal is in our terms.