Refund policy

Last updated: 7 October 2026

In short

An eSIM cannot be taken back once it has been issued: its QR code and activation code work as soon as they are sent. So once your eSIM is issued, we do not refund it for a change of plans. We do refund you in full whenever the problem is on our side. You confirm this at checkout, before you pay.

When we refund you in full

• We could not issue your eSIM. Your payment went through but no eSIM was delivered.
• You cancel before the eSIM is issued. Write to us before it reaches you and we cancel the order.
• Your eSIM does not work because of us or our supplier. For example, the activation code is refused, or the plan does not connect on a supported phone with data roaming turned on, in a place the plan covers. We first try to fix it or send a replacement. If we cannot, we refund you.
• You were charged twice for the same order.

When we cannot refund

• Your phone does not support eSIM, or is locked to a carrier. Check our list of compatible phones before you buy.
• You changed or cancelled your trip.
• You did not use all the data or all the days of your plan.
• The eSIM was installed and works, but data roaming was turned off or the eSIM was not chosen for mobile data. Write to us: we will help you set it up.
• You deleted the eSIM from your phone. An eSIM can be installed only once.

How to ask for a refund

Write to support@esimlounge.com with:

• your order number (it starts with EL- and is in your email and on your order page);
• what happened, and where you were;
• a screenshot of any error message, if you have one.

We reply by email and tell you what we can do.

How you are paid back

A refund goes back to the card you paid with, through Stripe, for the full amount you paid in US dollars. Your bank usually shows it within 5 to 10 business days. If your card is not in US dollars, the amount you see can differ slightly from what you paid, because of the exchange rate on each day.

Your legal rights

This policy does not limit your rights under consumer law, including the legal guarantee of conformity for digital content. See our terms of sale.