Refund Policy

Last updated: 1 May 2026

1. Overview

Eseemo is committed to fair refund practices. We sell digital eSIM products that, by their nature, cannot be physically returned. This policy explains when and how we issue refunds.

This policy applies to all purchases made on eseemo.com from Slash Solutions L.L.C, a company registered in the Republic of Kosovo.

2. When you can get a refund

2.1 Unused eSIMs (full refund)

You can request a full refund within 30 days of purchase if:

• The eSIM has not been installed on any device, OR
• The eSIM has been installed but not activated (no data has been used)

Refunds for unused eSIMs are processed automatically without needing to provide a reason.

2.2 Confirmed service failure

You can request a refund (full or partial) if the eSIM does not work as advertised. Examples:

• The eSIM fails to activate after correct installation
• The eSIM has no signal in your destination despite confirmed coverage
• Data does not work despite correct activation
• The eSIM is unusable due to provider-side technical failure

To qualify, you must:

• Report the issue within 7 days of attempting use
• Provide reasonable evidence (screenshots, error messages, confirmation that you've followed our troubleshooting steps)
• Allow us to investigate (typically 1-3 business days)

If we confirm the failure, we will provide either a full refund OR a replacement eSIM at your choice.

2.3 Wrong plan delivered

If we deliver a plan different from what you ordered, you are entitled to either:

• The correct plan delivered free of charge, AND a partial refund for any time lost
• A full refund

2.4 Duplicate orders

If you accidentally place duplicate orders within 1 hour, we will refund the duplicates. Contact us promptly with both order numbers.

2.5 Eseemo cancellation

If we cancel your order before delivery (for example, due to fraud detection), we will issue a full refund automatically.

3. When refunds are not available

3.1 Activated eSIMs that worked correctly

Once an eSIM has been activated and used (any data consumed), it is generally non-refundable. This is because:

• The product has been used as intended
• Wholesale providers have already charged us for the activation
• The eSIM cannot be "returned" — it remains usable on your device

3.2 Issues outside our control

Refunds are not available for:

• Your phone not supporting eSIM (use our compatibility checker before purchase)
• Failure to install correctly when our instructions and support could resolve the issue
• Coverage gaps in remote areas (our destination pages show typical coverage; perfect coverage everywhere is not guaranteed)
• Speed reductions on unlimited plans due to fair use thresholds (this is industry standard)
• You changing your mind after activation
• You not traveling as planned
• Issues with your phone's hardware or settings

3.3 Misuse

Refunds are not available if:

• You violated our Terms of Service
• You used the eSIM for prohibited purposes
• You attempted fraud or chargeback abuse
• We have evidence of misuse

3.4 Outside the time window

Refund requests for unused eSIMs must be received within 30 days of purchase. Service failure requests must be reported within 7 days of the issue. Requests outside these windows may still be considered on a case-by-case basis but are not guaranteed.

4. How to request a refund

4.1 Through your order page

The easiest way to request a refund:

1. Open the link in your order confirmation email, or use the Find my eSIM page
2. Click the "Request refund" button (visible if order is eligible)
3. Fill in the reason
4. Submit — we will respond within 24 hours

4.2 By email

Alternatively, email support@eseemo.com with:

• Your order number
• The email address used at purchase
• Reason for the refund request
• Any supporting evidence (screenshots, error messages)

We respond to refund requests within 24 hours during business days, and typically faster.

5. Refund processing time

The exact time for the refund to appear depends on your bank or card issuer. International refunds may take longer (up to 14 business days).

Refunds are issued to the original payment method only. We cannot refund to a different card or account.

6. Partial refunds

In some cases, we may issue partial refunds:

6.1 Late-discovered service failure

If you used part of your data plan before discovering a service issue, we may issue a partial refund for the unused portion plus the affected days.

6.2 Plan duration adjustments

If technical issues caused you to lose service for some days within your plan period, we may refund for the affected days.

6.3 Promotional/discount adjustments

Refunds for orders with promotional discounts will refund the actual amount paid, not the original list price.

7. If your refund is denied

If we deny your refund request, we will provide a written explanation by email. You may:

1. Request review: Reply to our email with additional information or context, and we will reconsider
2. Escalate: Email support@eseemo.com with subject "Refund Escalation" — your case will be reviewed by senior staff
3. External resolution: EU consumers may use the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr

8. EU consumer rights

If you are a consumer in the European Union, you have rights under EU consumer protection law that may give you additional refund options.

8.1 14-day cooling-off period (with limitation for digital content)

EU consumer law typically grants a 14-day right to withdraw from contracts. However, this right does not apply once digital content has been delivered if:

• You explicitly consented to immediate delivery, AND
• You acknowledged that you waive your right to withdraw upon download/use

By completing checkout, you explicitly request immediate digital delivery and acknowledge the waiver of withdrawal rights upon use of the eSIM. Note: our 30-day refund policy for unused eSIMs is more generous than the 14-day legal minimum.

8.2 Right to a working product

You have the right to a product that conforms to its description. If the eSIM does not work as advertised, EU law gives you the right to repair, replacement, or refund — and our service failure refund policy reflects this.

8.3 Statutory rights preserved

Nothing in this policy limits your statutory rights as a consumer under applicable law. If a provision of this policy conflicts with mandatory consumer protection law in your country, that mandatory law prevails.

9. Contact

This Refund Policy is part of our Terms of Service. By purchasing from Eseemo, you agree to its terms.