Refund Policy

Refund Policy - eSimChipVirtual

In the At eSimChip , we take customer satisfaction seriously. However, due to the nature of our product, which is digital and personalized, our refund policy reflects the need to protect the interests of both the company and consumers. Below, we detail the rules applicable to refunds and cancellations of our services.

1. Digital and Individual Products

THE and yes is a digital and personal product, directly linked to the information provided by the customer at the time of purchase. After sending the activation code, the eSIM cannot be reused by another person or device.

For this reason, we do not offer refunds after sending the eSIM activation QR code, except for exceptions described in this policy.

2. Refund Requests

The refund will only be approved if the client do not respond to the QR Code activation email . If the customer responds to the email with the information requested for registration, the order will be processed by Claro and can no longer be refunded.

Refunds will only be accepted under the following conditions:

  • The customer did not respond to the activation email with registration information.
  • eSIM still was not processed and customer data were not sent for activation.

If the customer has responded to the activation email, the request will be reviewed by the fraud prevention team and a partial refund of up to 50% of the value , depending on the assessment.

3. Refund Process

If the customer meets the above criteria, the refund process will be initiated. within 7 working days after the formal request. The amount will be refunded using the same payment method used for the purchase.

For credit card payments, the refund may take up to two invoices to be processed, as per the card operator's policy.

4. Cases in which Refund Does Not Apply

In accordance with the rules of the Consumer Protection Code and considering the nature of the eSIM, refunds will not be applicable in the following situations:

  • After sending the eSIM activation code to the registered email.
  • When the customer provides incorrect or incomplete data , making it impossible to correctly activate the eSIM.
  • When the customer do not have a compatible device with eSIM technology.
  • Cancellation for regret after replying to the activation email.
  • If the customer has responded to the activation email and the data has been sent to Claro, making cancellation impossible.

Exceptional situations may be analyzed individually by the prevention team, and may result in a partial refund of up to 50% , at the company's discretion.

5. Operation Guarantee

THE eSimChip ensures that activation codes are generated and sent correctly to our customers. In case the customer faces any technical issues, such as failure to scan the QR code or difficulties activating on the compatible device, our support team is available to help resolve the issue.

Important: The responsibility for device compatibility lies solely with the customer. We recommend that the customer check the compatibility of the device before making the purchase. See our list of compatible devices .

6. Technical Support Procedures

If there are technical difficulties during the activation process, the customer must follow the following steps before requesting any type of refund:

  • Check if your device supports eSIM technology. The list of compatible devices is available on our website.
  • Make sure the QR code was scanned correctly.
  • Contact eSimFacil technical support for assistance with activation.

7. Cancellation and Refund of Fraudulent Transactions

If there is suspicion of fraud in the purchase or misuse of payment data, eSimChip reserves the right to cancel the transaction and refund the amount paid to the true cardholder, subject to investigation.

In cases where the customer believes that their purchase was made fraudulently or without their authorization, they must immediately contact our support team and the credit card operator used.

8. Customer Responsibility

It is the customer's responsibility to provide correct and complete information during the purchase process. Any typing errors in the email or registration data may prevent the correct delivery of the eSIM.

Additionally, the customer must ensure that their device is compatible with eSIM technology before making the purchase. eSimChip is not responsible for purchases made by customers with incompatible devices, and in these cases, refunds will not be applicable.

9. Changes to Refund Policy

eSimChip reserves the right to modify this policy at any time. Changes will be posted on our website and will be effective immediately upon being updated. We recommend that customers review our policy from time to time to stay informed of any changes.

10. Contact and Support

For more information about our refund policy or to request technical assistance, please contact our support:

Our opening hours are Monday to Friday, 9am to 6pm.