REFUND / CANCELLATION / MODIFICATION POLICY
Customer has the right to ask for a refund in the following cases.
- The eSIM QR code cannot be scanned and/or installed
- The eSIM cannot connect to network due to a technical issue with the local network
- The eSIM cannot provide Voice/Data service according to the customer plan
A refund will be issued ONLY after at least 48 hours, where:
- Within the 48 hours, the customer contacted GlobaleSIM by email (info@globalesim.app) and reported the issue. A reference to the eSIM account (eSIM code, order ID, or personal information) should be mentioned.
- GlobaleSIM had the necessary time to check, investigate and find a solution for the customer within this period
- GlobaleSIM did not find a proper solution for the customer to use the service, then a refund / partial refund will be issued upon GlobaleSIM decision
A refund will NOT be issued in case of:
- The issue is due to lack of coverage where the customer is located
- The customer deleted his eSIM line from his device
- The customer switched to a new device and needed a new eSIM QR code (a new order needs to be made)
- The customer did not reply to GlobaleSIM Technical team during issue investigation / did not report the issue in a timely manner
Frequently Asked Questions
A refund may be issued if the eSIM QR code cannot be scanned or installed, if the eSIM cannot connect to the network due to a technical issue with the local carrier, or if it fails to provide the voice or data service included in your purchased plan. These are the three qualifying situations outlined in the refund policy.
A refund is issued only after at least 48 hours have passed. Within that window, you must contact the provider by email, report the issue, and include a reference such as your eSIM code, order ID, or personal details. This time allows the technical team to investigate and attempt to resolve the problem before a refund or partial refund decision is made.
No, refunds are not issued when the issue is due to lack of coverage in your location. Refunds are also denied if you deleted your eSIM line from your device, switched to a new device requiring a new eSIM order, or failed to respond to the technical support team in a timely manner during the investigation of your reported issue.
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