1. Refund Eligibility

Because EloraSim products are delivered digitally, refund eligibility depends on the status and usage of the eSIM at the time of the request.

2. Cases That Are Generally Not Refundable

The following situations are generally not eligible for a refund once the eSIM has been activated, installed, consumed, or otherwise used:

• The eSIM has already been activated or installed on a device.
• Mobile data, calls, SMS, or other included services have already been used.
• The eSIM has expired or its validity period has ended.
• The device is not compatible with eSIM technology or the purchased plan.
• The device is carrier-locked or restricted from using the required network.
• The customer selected the wrong destination, plan, data allowance, or validity period.
• The customer changed travel plans after purchasing an eSIM.
• Network limitations, coverage limitations, roaming restrictions, or local service conditions affect availability.
• The eSIM was deleted or removed after successful installation or activation.

3. Technical Issue Refunds

If you believe your eSIM is not working because of a technical problem, please contact EloraSim before requesting a payment dispute or chargeback. Our support team may ask for information needed to investigate the issue.

• Order number or transaction reference.
• Email address used for the purchase.
• Device model and operating system version.
• Destination and eSIM plan purchased.
• Description of the problem and when it started.
• Relevant screenshots or error messages, where available.

Depending on the circumstances, EloraSim may first provide installation guidance, configuration assistance, troubleshooting, or a replacement eSIM before processing a refund.

4. How to Request a Refund

Please follow the steps below so we can review your request efficiently.

5. Refund Processing

Once a refund has been approved, EloraSim will initiate the refund through the applicable payment method. Where PayPal was used, the refund is processed through the applicable PayPal transaction and returned according to the payment provider's processing procedures.

EloraSim does not normally issue refunds to a different payment method from the one used for the original transaction.

6. Refunds, Replacements & Troubleshooting

For technical issues, EloraSim may determine that troubleshooting or replacement is more appropriate than an immediate refund. This may include checking installation steps, device settings, network selection, roaming settings, or other configuration requirements.

If troubleshooting confirms that the supplied eSIM cannot reasonably be used due to an issue attributable to the eSIM service, EloraSim may provide a replacement or refund depending on the circumstances.

7. Payment Disputes & Chargebacks

If you have a problem with an order, please contact EloraSim first so we can review the issue and attempt to resolve it directly.

Where a payment dispute or chargeback is opened, EloraSim may provide the relevant order, delivery, activation, and support records to the payment provider as required for the dispute process.

We aim to resolve legitimate customer concerns fairly and in accordance with the applicable transaction terms and payment-provider procedures.

8. Consumer Rights & Policy Exceptions

This Refund Policy describes EloraSim's standard refund process for digital eSIM purchases. It does not limit any mandatory consumer rights or remedies that may apply under the laws applicable to your purchase.

In exceptional circumstances, EloraSim may review a refund request individually based on the facts of the order, service status, technical evidence, and applicable legal requirements.