1. Overview

At eSIM KH, we want you to be completely satisfied with your purchase. This Refund Policy outlines the circumstances under which refunds may be available and the process for requesting a refund.

Please read this policy carefully before making a purchase. By purchasing an eSIM plan, you agree to the terms outlined in this policy.

2. Refund Eligibility

2.1 Eligible for Refund

You may be eligible for a refund if:

• You request a refund before activating the eSIM
• You purchased the wrong plan and request a refund within 24 hours of purchase
• The eSIM fails to activate due to a technical issue on our end
• You receive a defective or incorrect eSIM QR code
• Your device is incompatible, and you were not informed of this limitation before purchase

2.2 Not Eligible for Refund

Refunds are generally not available if:

• The eSIM has been activated (scanned and installed on your device)
• You've used any portion of the data allowance
• The plan validity period has expired
• You changed your mind after activation
• You're unable to use the eSIM due to device compatibility issues that were disclosed before purchase
• You're unable to use the eSIM due to local network issues or coverage limitations
• The refund request is made more than 30 days after purchase

3. How to Request a Refund

To request a refund, please follow these steps:

1. Log into your account and navigate to Order History
2. Find the order you wish to refund
3. Click on "Request Refund" or contact our support team
4. Provide a reason for your refund request
5. Submit your request

Alternatively, you can contact us directly at support@esimkh.com or through our Contact Us page.

4. Refund Processing

Once your refund request is submitted:

• We will review your request within 1-2 business days
• If approved, the refund will be processed within 5-10 business days
• The refund will be issued to the original payment method used for the purchase
• You will receive an email confirmation once the refund is processed

Note: The time it takes for the refund to appear in your account depends on your payment provider and bank. It may take additional time beyond our processing period.

5. Partial Refunds

In certain circumstances, we may offer partial refunds:

• If you've used a portion of your data allowance but encountered technical issues
• If the eSIM stopped working due to a verified issue on our end
• Other exceptional circumstances at our discretion

Partial refunds are calculated based on unused data and remaining validity period.

6. Special Circumstances

6.1 Travel Cancellation

If your travel plans are cancelled and you haven't activated the eSIM, you may be eligible for a refund. Please contact us with proof of cancellation (e.g., flight cancellation notice) within 7 days of the cancellation.

6.2 Duplicate Purchases

If you accidentally purchase the same plan twice, contact us immediately. We'll refund the duplicate purchase if it hasn't been activated.

6.3 Technical Issues

If you experience technical issues that prevent activation or use, contact our support team. We'll investigate and may offer a refund or replacement depending on the circumstances.

7. Non-Refundable Fees

Please note that:

• Processing fees charged by payment processors are non-refundable
• Currency conversion fees are non-refundable
• Any discounts or promotional codes applied to the purchase will be reflected in the refund amount

8. Disputes and Chargebacks

If you're not satisfied with our refund decision, please contact us to discuss your concerns. We're committed to finding a fair solution.

Important: Initiating a chargeback with your bank or credit card company without first contacting us may result in your account being suspended. We encourage you to work with us directly to resolve any issues.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on this page. Your continued use of our services after changes are posted constitutes acceptance of the modified policy.

10. Contact Us

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

• Email: support@esimkh.com
• Website: Contact Us
• Response Time: Within 24 hours