Before the eSIM QR code or other activation information is delivered, a request may qualify if you purchased the wrong eSIM, your device is not eSIM-compatible and activation has not occurred, or the same payment was taken more than once by mistake.

After the eSIM QR code or other activation information has been delivered by email or through the Visims dashboard, the eSIM is generally non-refundable, whether or not it is later installed or activated. However, Visims may still consider a refund or replacement where a verified technical defect attributable to the supplied eSIM or service prevents installation, activation or use. This exception does not cover user setup or installation errors, device incompatibility, local network availability or conditions, signal strength, device settings, or other customer-side causes. We will also provide any refund, replacement or other remedy required by applicable law.

A change of mind after delivery does not qualify for a refund. An eligible refund will be made to the payment method originally used. Where a replacement is approved, we will provide replacement activation information through the email address linked to your account and/or your Visims dashboard.