Refund Policy

eSIM plans are digital goods delivered instantly after payment. Because a plan is technically usable the moment it's issued, our refund policy is necessarily narrower than for physical goods — but we want you to actually get connectivity, so here's exactly when a refund applies.

1. Eligible for a refund

• Provisioning failure: your eSIM was never successfully issued due to a technical error on our or our provider's side.
• Duplicate or erroneous order: you were charged twice for the same plan, or purchased the wrong plan and contact us before installing/activating it.
• Failure to connect despite a compatible, unlocked device: the eSIM installs correctly but genuinely cannot connect to any covered network, and our support team is unable to resolve it.

2. Not eligible for a refund

• The eSIM has been installed and activated (i.e. it has connected to a network at least once) and you simply changed your mind.
• Your device is not eSIM-compatible or is locked to another carrier — checking this before purchase is your responsibility (see Terms of Service, Section 3).
• Some or all of the plan's data allowance has already been used.
• The plan's validity period has expired.
• Coverage, speed, or network quality issues caused by the local mobile network operator, outside our provider's control.

3. How to request a refund

Email support@yaysim.com with your order ID within 7 days of purchase, describing the issue. We may ask for details (such as your device model or a screenshot of the install error) to diagnose the problem before approving a refund.

4. Processing time

Approved refunds are issued to your original payment method via Stripe and typically appear within 5–10 business days, depending on your bank or card issuer.

5. Chargebacks

If you have an issue with an order, please contact us first — we can usually resolve it faster than a bank dispute, and it avoids chargeback fees that can affect our ability to keep prices low.

6. Contact

Questions about this policy: support@yaysim.com.