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Legal

Refund Policy

Effective June 18, 2026 · eSimerge LTD

eSimerge is a wholesale B2B platform. This policy explains when an eSIM order is eligible for a refund and how wallet balances are handled.

1. Scope and overview

This Refund Policy applies to all purchases of eSIM Plans and to Wallet top-ups made through the eSimerge wholesale platform by approved partners ("Partner", "you"). It forms part of, and is incorporated by reference into, our Terms of Service. Because eSimerge sells wholesale connectivity that is fulfilled in real time by third-party Carriers, the eligibility criteria below are deliberately specific. Where you and eSimerge have signed a separate commercial agreement that addresses refunds, that agreement controls in the event of conflict.

This policy is written for the Partner. You remain responsible for the contractual relationship with your own End Users and for any consumer-rights obligations that apply to you in their jurisdiction. Nothing in this policy limits End-User rights that you are required to honour under applicable consumer-protection law.

2. Eligibility window for eSIMs

An eSIM is eligible for a refund within 14 calendar days of purchase and only if it has not been activated or used in any way. An eSIM is considered "activated or used" when any of the following has occurred: (a) the activation code or QR has been redeemed on a device; (b) the profile has been downloaded onto a device's eUICC; (c) the profile has attached to any radio access network; (d) the underlying Carrier has reported any session, data transfer, signalling event, voice call, or SMS on the profile; or (e) the validity window has begun for any reason.

We rely on the Carrier's records as the authoritative source for activation and usage status. Where the Carrier reports any of the events above, the eSIM is treated as used and is not eligible for refund, even if the End User believes the eSIM did not work as expected.

3. Non-refundable cases

  • eSIMs that have been activated, partially used, or fully consumed.
  • eSIMs whose validity period has commenced or expired.
  • Plans purchased more than 14 calendar days before the refund request.
  • Orders flagged for fraud, suspected fraud, chargeback abuse, or breach of the Acceptable Use Policy.
  • Orders cancelled by you after the activation payload was delivered to your systems but before you communicated it to the End User (the eSIM has already been provisioned and reserved by the Carrier).
  • Loss, theft, or accidental deletion of the activation code, QR, or installed profile on the End User's device.
  • End-User device incompatibility, including devices that do not support eSIM, devices that are carrier-locked to a competing operator, or devices running an unsupported operating-system version.
  • Coverage gaps within the geographic footprint published in the catalogue (the Plan is sold based on the Carrier's published footprint, not on guaranteed coverage at every location within it).
  • Speed or throughput perception, where the Carrier reports normal operation within the Plan's documented technical parameters.
  • End-User error during installation, including misconfigured APN, disabled data roaming, or selection of the wrong line on a multi-eSIM device.

4. Faulty eSIMs and verified platform faults

If an eSIM cannot be activated due to a verified platform or supplier fault — for example, the activation code was issued but the profile was not provisioned on the Carrier side, the profile was provisioned with the wrong Plan attributes, or the Carrier confirms a network-side allocation error — we will replace the eSIM at no charge or, at your election, refund it in full, regardless of the 14-day window. To investigate, we will require the order ID, the ICCID, the EID of the End-User device, the date and time of the activation attempt, the country of attempt, and any error message displayed. Investigations typically take 3–10 business days because they require Carrier-side log retrieval.

5. Wallet top-ups

Wallet top-ups are non-refundable once credited and are intended to be spent on the Platform. The Wallet is not a bank deposit, does not earn interest, is not protected by any deposit-guarantee scheme, and may not be transferred to a third party. We may, at our sole discretion and as a goodwill measure, return unused Wallet balances when a Partner closes their account in good standing, subject to: (a) deduction of bank, card-network, currency-conversion, and transfer fees actually incurred; (b) satisfactory completion of AML/sanctions re-screening at the time of payout; (c) a minimum returnable balance equivalent to the cost of processing the payout; and (d) return to the original funding source where required by law or by our payment processors. Balances funded by promotional credit, partner-incentive credit, or any other form of non-cash credit are non-returnable.

Wallet balances that remain unused for an extended period (typically 24 consecutive months with no top-up, no Order, and no successful login) may be treated as dormant. We will attempt to contact you before any dormancy action; where contact is unsuccessful, residual balances may be retained to cover ongoing account-maintenance costs in accordance with applicable law.

6. Pricing errors and duplicate charges

We reserve the right to correct obvious pricing errors (for example, a Plan listed at a fraction of its intended price due to a catalogue-import bug). In such cases we will void the affected Orders and refund the amounts charged. Where you are charged more than once for the same Order due to a payment-system retry, an idempotency failure, or a duplicate API request, we will refund the duplicates after reconciliation; please raise such cases promptly so we can investigate against the relevant payment processor's window.

7. How to request a refund

  1. Contact us from the email address registered to an authorised user of your partner account.
  2. Include: the order ID, the ICCID, the date of purchase, a clear reason for the request, and (where applicable) the End-User device model, operating system version, country of attempted use, and any screenshots or error messages.
  3. We will acknowledge receipt within two (2) business days and verify activation and usage status with the underlying Carrier.
  4. You will receive a written decision approving, partially approving, or declining the request, with the reason. If approved, the refund will be credited to the original payment method (or, where the original method is no longer available, to a substitute method we agree in writing).

8. Processing time and currency

Approved refunds are initiated within seven (7) to fourteen (14) business days of approval. The time required for the refund to appear in your account depends on your payment method and issuing bank: card refunds typically take 5–10 business days after initiation; bank transfers may take longer, particularly for cross-border or non-business-day payments. Refunds are issued in the same currency in which the original payment was received; we are not responsible for foreign-exchange differences between the original charge and the refund as a result of exchange-rate movements or bank conversion spreads.

9. Partial refunds and credits

Where only part of an Order is eligible for refund — for example, a multi-eSIM Order where some eSIMs are unused and others are activated — we will refund the unused, unactivated eSIMs and leave the rest unaffected. In some cases, and at your written election, we may issue Wallet credit instead of a cash refund. Wallet credit issued as a goodwill measure is non-refundable and may carry an expiry date communicated at the time of issue.

10. Chargebacks and disputes

Please contact us before initiating a card chargeback or payment-network dispute. We can usually resolve billing issues faster and more accurately through direct support than through the chargeback process. Unjustified chargebacks — including chargebacks raised in respect of eSIMs that the Carrier confirms were activated and used — may result in: (a) immediate suspension of your account; (b) recovery from your Wallet or by separate invoice of the disputed amount plus any chargeback fees levied by the acquiring bank; and (c) referral to fraud-prevention networks.

11. Fraud, abuse, and AUP-driven cancellations

Orders that we cancel because they breach the Acceptable Use Policy, our anti-fraud controls, or Carrier anti-abuse rules are not eligible for refund and any associated Wallet deductions are forfeited. We may also recover from you any costs imposed on us by the Carrier or by payment networks as a result of the breach.

12. Tax and invoice adjustments

Where a refund is issued, we will issue a corresponding credit note. Where applicable, the credit note will reflect any VAT or other taxes originally charged. You remain responsible for any local-tax obligations arising from the refund in your own jurisdiction.

13. Statutory rights

eSimerge contracts on a business-to-business basis, and statutory consumer cooling-off rights do not apply to Partners. Where you onward-sell eSIMs to consumers, you remain responsible for honouring any consumer cooling-off, cancellation, or refund rights that apply under the law of the consumer's jurisdiction. This Refund Policy does not limit any non-excludable rights you may have under mandatory law.

14. Changes to this Policy

We may update this Refund Policy from time to time. Material changes will be communicated through the partner portal or by email at least fifteen (15) days before they take effect, except where a shorter notice period is required for legal, regulatory, or fraud-prevention reasons. The "Effective" date at the top of this page reflects the latest revision.

15. Contact

Refund requests and questions about this Policy: contact us.

This document is provided as a plain-language template and does not constitute legal advice. Please have qualified counsel review before relying on it in production. Questions? Contact us.