Refund policy

Our policy is simple: if your eSIM doesn't activate in the destination country, we refund the full purchase price.

What qualifies for a refund

• The QR code can't be installed because of a technical issue with the eSIM profile.
• The eSIM installs but fails to connect to any network in the destination country.
• Your phone turns out not to support eSIM, or is carrier-locked, so the eSIM can't be installed or activated. As long as no data has been used, you get a full refund — even though the issue is with the phone, not the eSIM.
• The plan delivers materially less data than advertised — caused by our supplier, not by network conditions or device settings.

What doesn't qualify

• Used / partially used plans. Once data has been consumed, the plan is non-refundable. We can't put data back in a bottle.
• Wrong destination. Plans cover the country / region listed on the product page. If you bought the wrong plan, contact us within 24 hours and we'll see what we can do.

How to request a refund

Email support@esimgenius.ai with your order id (you'll find it in the confirmation email or on your order page) and a short description of what went wrong. Include your phone model so we can check compatibility quickly.

Refund timeline

Approved refunds are issued to the original payment method through Stripe within one business day. Once Stripe processes the refund, your bank takes 5–10 business days to credit your account — this is outside our control.

Disputes

If you can't reach a resolution through email support, you can file a Stripe chargeback through your card issuer. We respond to every chargeback with the full order record, including the eSIM activation log.

This is a translation provided for convenience. In case of any discrepancy, the English version of this document prevails.

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Alphaweb Ventures Limited
1000/5-6 Liberty Plaza Building, Floor 20,
Soi Thonglor, Sukhumvit 55 Road, Klongtan Nua,
Wattana, Bangkok 10110, Thailand