Refund Policy - Money Back Guarantee

Last Updated: December 18, 2025

At Tourist eSIM, we want to ensure you stay connected during your travels. Because our eSIMs are digital products that are consumed immediately upon activation, our refund policy is governed by the following terms.

1. General Principles

As the eSIM is a digital product delivered via email, it is deemed "used" once the QR code is generated and sent to the customer. Therefore, we generally do not offer refunds for change of mind or accidental purchases.

2. Eligibility for a Refund

You may be eligible for a full or partial refund under the following specific circumstances:

• Non-Delivery: If you did not receive your eSIM QR code via email within 24 hours of a successful payment (and it is not in your Spam/Junk folder).
• Defective eSIM: If the eSIM cannot be installed or used due to a technical error originating from Tourist eSIM or our network partners.
• Unsolvable Technical Issues: If you experience connectivity issues and our technical support team is unable to resolve them after you have followed all troubleshooting steps.

3. Conditions Where Refunds Are NOT Issued

We cannot issue refunds in the following scenarios:

• Locked Devices: Your device is locked to a specific carrier (e.g., AT&T, Softbank, Vodafone) and cannot accept third-party eSIMs.
• Incompatible Devices: Your device does not support eSIM technology. (Please check our compatibility list before purchasing).
• Deleted eSIM: You successfully installed the eSIM but manually deleted it from your device settings. eSIMs cannot be re-installed once deleted.
• Insufficient Coverage: You are in an area with poor local carrier reception or "dead zones" beyond our control.
• Expired Validity: You purchased an eSIM but did not use it within the specified validity period.
• Incorrect Email: You provided an incorrect email address at checkout. (However, we can resend the code to the correct email if it hasn't been activated).

4. Troubleshooting Requirement

Before a refund is processed for "Technical Issues," you must contact our support team at support@touristesim.net while you are at your destination.

• We require screenshots of your device's "Mobile Data" and "APN" settings to diagnose the issue.
• No refunds will be issued if you contact us after returning from your trip without having notified us of the problem during your stay.

5. Refund Process

• Requesting a Refund: To request a refund, email support@touristesim.net with your Order ID, the email address used for purchase, and the reason for the request.
• Processing Time: Once approved, refunds are processed within 5-10 business days. The funds will be returned to the original payment method used (Credit Card, PayPal, etc.).
• Transaction Fees: Depending on your bank, a small transaction or currency conversion fee may be deducted by your financial institution.

6. Chargebacks

We encourage customers to contact us directly to resolve any issues. In the event of an unjustified credit card chargeback, Tourist eSIM reserves the right to blacklist the user and their device from all future services on our network.

7. Virtual Number Products (SMS-Only)

For virtual number products, the following terms apply in addition to the general refund rules above:

• Service Scope: Virtual numbers are provided strictly for receiving SMS. Voice calls and mobile data are not included.
• Platform Compatibility: Third-party platform support (including WhatsApp and similar apps) is not guaranteed and may change at any time due to external platform policies.
• No Refund for Compatibility Issues: If a third-party platform rejects or limits a virtual number, this is outside our control and does not qualify for a refund.
• Non-Refundable by Nature: Once a virtual number is provisioned/assigned, the purchase is treated as consumed and is non-refundable unless non-delivery or a proven platform-independent technical failure occurs on our side.