Last updated: 24 August 2026. This Policy applies to purchases made directly from eSIMDual. Purchases made through Apple, Google, a reseller or another marketplace may have to be claimed through that seller.
1. Before activation
You may request cancellation where the eSIM, activation code, top-up, VPN period, call credit or other digital service has not been delivered, activated, consumed or provisioned and no supplier cost has become irreversible. Contact support promptly with the order reference.
2. Immediate digital supply and withdrawal
Digital services can be supplied immediately at your request. Where applicable, checkout asks you to consent to performance beginning before the ordinary withdrawal period expires and to acknowledge that the withdrawal right may be lost once supply begins. Mandatory consumer rights remain unaffected.
3. Eligible technical failures
We will investigate a refund or replacement when a paid service cannot be supplied because of a confirmed eSIMDual or supplier fault, including a duplicate charge, invalid activation data, an unavailable plan before activation, or a persistent technical failure that support cannot remedy. We may first provide corrected activation data, replacement service or reasonable troubleshooting.
4. Normally non-refundable cases
- the eSIM was installed, activated or used, or data/credit/VPN/call time was consumed;
- the QR code was used, deleted or shared after valid delivery;
- the device is incompatible, carrier-locked or incorrectly configured despite the published requirements;
- the user selected the wrong destination, device, plan or start date;
- coverage, speed or access is affected by local networks, fair-use policies, building, device, roaming setting or third-party restrictions;
- unused wallet, promotional, bonus or expired credit is not cash-redeemable unless mandatory law requires otherwise;
- an account is suspended for fraud, abuse or a material breach.
5. How to submit a claim
Open a support ticket from your account and provide the order number, eSIM or transaction reference, device model, country, date, screenshots and troubleshooting already attempted. Do not publish activation codes or identity documents. Claims should be made as soon as the problem is known so logs and supplier status can be verified.
6. Review and outcome
We assess activation, delivery, usage, payment and support records and may ask the supplier or payment provider to confirm status. An approved refund is normally returned to the original payment method; processing time then depends on the provider. Where appropriate, store credit or replacement may be offered with your agreement. Chargebacks do not remove the obligation to provide accurate information and may temporarily restrict the disputed service.
7. Contact
Submit requests through the secure customer area or email contact@esimdual.com. Nothing in this Policy limits statutory guarantees, remedies for non-conformity or other non-waivable consumer rights.