Refunds

If you have not installed the eSIM yet, you can have your money back. Once the eSIM is installed on a device, a change of mind is no longer refundable. Receiving the QR code changes nothing on its own. Until you install it, you are still free to change your mind. If something is wrong with the eSIM itself, that is a separate matter, and the rules below are more generous.

Georgia's Law on the Protection of Consumer Rights gives you the right to withdraw from a contract made at a distance, such as a purchase on this site, within 14 days, without giving a reason. It does not give this right for a purchase of 30 lari or less. If you pay in euros or US dollars, we compare your price with that limit at the official rate of the National Bank of Georgia on the day of your order. Where the right applies, it ends once your eSIM is delivered, because by placing the order you asked us to deliver your eSIM as soon as your payment is confirmed, and accepted that the right then ends. The same goes for adding data to an eSIM you already have: where the right applies, it ends once the data is added, because by placing that order you asked us to add it as soon as your payment is confirmed, and accepted that the right then ends. Our terms of sale say the same. In practice, the right can be used only before your eSIM is delivered, for example if delivery is delayed. To withdraw, email us at info@eurosimo.com. You can use these words: “I withdraw from the contract: plan [name], order [order reference], placed on [date]. [Your name and the email address you sign in with].” We confirm by email, without delay, that we have received it. We refund the full price to the card you paid with within 14 days of receiving it. We also make a promise of our own. Until the eSIM is installed, you can still change your mind and have your money back, on the conditions the sections below set out. Once it is installed, a change of mind is no longer refundable, but if the eSIM does not work you can still ask for it to be fixed or refunded. These promises add to your rights under consumer law if the eSIM is faulty. They never replace them.

The line is installation, not delivery. When you install an eSIM, your phone downloads the profile from the network and our supplier tells us it happened. That is the point at which the plan is yours and the eSIM cannot be returned. Until then it has not been used by anyone and we can take it back. We go by the supplier’s own record of that event. If it says the profile was never downloaded, you get your money back.

Tell us your order reference and which destination or package you meant to buy. Some packages start at purchase, even before you install the eSIM. We’ll check the activation rule and usage under our refund policy.

You get a full refund if the eSIM has not been installed and you tell us within 14 days of buying it. We ask you to check before you buy. It takes a minute and our help page explains how. But it is easy not to know that a phone is locked to the carrier that sold it, and we will not keep your money because of it.

Tell us within 30 days of buying it. We will take it up with the supplier and the network, and we may try to restore the service before a refund becomes due. If it is not working within 10 working days of you reporting it, you get your money back in full. The 30-day limit is part of our own promise. It does not shorten the time the law gives you to claim for a faulty eSIM: once it has passed, you can still tell us, and your rights under consumer law still apply. This is separate from changing your mind, and installing the eSIM does not affect it. What we cannot fix is coverage: no network reaches everywhere, and a weak signal in one building is not a faulty eSIM. If we cannot get your eSIM working, we refund you.

If we take your money and cannot give you a working eSIM, you get all of it back, with no conditions.

Data you have used. A plan whose validity has run out. The unused part of a plan you have started. Allowances are not pro-rated, by us or by the networks we buy from. And, as above, a plan you installed and then changed your mind about.

Write to us at info@eurosimo.com with your order reference and the email address you sign in with. The order reference is on your order page. Tell us what happened: for example, that you have not installed the eSIM yet, or that it is installed and does not work.

Refunds go back to the card you paid with. We do not offer store credit instead. If you withdraw under the law, we refund you within 14 days of receiving your notice, as the law requires. For any other refund, we will say how long it takes once we have made one and can time it. Until then we will not give a number. Your bank adds its own time after we release the funds, and that part is between you and them.