Refund Policy

Every eSIM we sell is backed by a full activation guarantee. If your eSIM fails to activate for a technical reason on our side, we issue a full refund within 3 to 5 business days, and we do not make you argue for it. Beyond that guarantee, you have 6 months from the date of purchase to ask for a refund on an eSIM you never used. That window is deliberately long because travel plans change, and it is the same window quoted in our Terms of Service and in our advertising.

Almost every refund question comes down to one thing, so here it is in plain terms. Your eSIM counts as activated as soon as the QR code is scanned or the profile is installed on a device. That is the moment the profile is downloaded from the network and it cannot be issued to anyone else. It counts as activated even if you have not used a single megabyte of data. Before that moment, almost anything is refundable. After it, refunds depend on whether the service actually worked, which is covered below.

You are entitled to a full refund in these situations: • Not installed, within 6 months. The QR code has never been scanned and the eSIM has never been installed. This covers a cancelled trip, a change of plan, or simply buying the wrong thing. • QR code does not scan or is invalid. • eSIM installs but never connects to any supported network at your destination, on a working, unlocked device with data roaming switched on. • Wrong plan delivered: wrong country, wrong data amount, or wrong validity period. • Duplicate charge caused by a payment error. • Incompatible or carrier-locked device, provided the QR code has not been scanned.

If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you have a legal right to withdraw from a distance purchase within 14 days, separate from and in addition to our own policy above. Because an eSIM is digital content supplied immediately, there is one condition attached to it. At checkout we ask you to confirm two things before we supply the eSIM: • that you want us to begin supplying the eSIM immediately, and • that you understand you lose the 14 day right of withdrawal once supply has begun. If you gave that confirmation and the eSIM has been supplied, the statutory 14 day right no longer applies. Our own 6 month policy above still does, and in most cases it is more generous than the statutory right. If you did not give that confirmation, or supply has not begun, you keep the full 14 day right and may withdraw for any reason with no explanation. Write to support@megaesim.com quoting your order number, or use the model withdrawal form available on request. We refund within 14 days of being told, using the same payment method you used. None of this affects your separate legal rights if the service you received was faulty or not as described.

These are looked at individually and may qualify for a partial refund: • Installed but never used. The QR was scanned but no data was consumed. Tell us within 6 months and we will usually refund in full or close to it. • Connection problems at your destination. If the eSIM connects but the service is badly degraded, contact us while you are still travelling, not after you get home. Reporting it in the moment is what lets us check the network and fix or refund it properly. • Significantly reduced coverage. Where a widespread coverage failure in a supported area can be confirmed, we refund in proportion to the impact.

We will not refund in these cases: • The eSIM was activated and data was consumed, and the service worked as described. • The plan simply expired or the data allowance ran out normally. • Your device is carrier-locked or not eSIM compatible. Please check compatibility before buying; our device list and the setup guide are free to use. • The eSIM was deleted from the device after installation. Each QR code can only be installed once. Contact us anyway, because we can sometimes re-issue. • You could not connect because of settings on your device, for example data roaming left switched off or a manually changed APN, and you did not contact support to put it right. • The request is made more than 6 months after purchase. We also do not refund where an order breached our Terms of Service, for example fraud, chargeback abuse, or resale without permission.

MegaEsim plans are data only. They do not include a phone number, voice calls or SMS. That means you cannot make emergency calls on a MegaEsim plan and you cannot receive bank verification codes sent by SMS to a phone number. Always keep a device or SIM capable of calling emergency services. Not receiving an SMS code is not a fault in the product, so it is not a ground for refund on its own. We mention it here because it is the single most common misunderstanding, and we would rather you knew before you bought.

Email support@megaesim.com with: • Your order number, from the confirmation email or from My eSIMs in your account. • A short description of what went wrong. • Any screenshots or error messages, which usually speed things up considerably. We reply to every refund request within 24 hours. If we need something from the network operator it can take a little longer, and we will tell you if that happens rather than leave you waiting.

• Card refunds are returned to the original payment method within 3 to 5 business days. Your bank may take up to 10 business days to show it on your statement, which is outside our control. • Wallet credit is returned instantly if you choose that option. • Other payment methods vary, and we will confirm the expected timing when we approve the refund. We email you a confirmation the moment a refund is issued.

If you disagree with a refund decision, reply to the same email thread and ask for it to be reviewed. A second person looks at it, and we aim to give you a final answer within 5 business days. This does not limit your right to bring a claim in the courts of your own country of residence, or to use any dispute resolution scheme available to you locally. Full details are in our Terms of Service.

We may update this policy. The date at the top always shows the current version, and the version that applies to your order is the one published on the day you bought.