Refund Policy

You may request a refund within 14 days of the purchase date if the eSIM has not been installed, downloaded, or activated.

Eligible refunds are returned to the original payment method, usually within 14 days of approval. Requesting a refund within the 14-day window does not guarantee approval if the eSIM has already been used, as described below.

Please review your destination, plan details, device compatibility, and order summary carefully before confirming checkout.

Email support@atlassesim.com within 14 days of purchase. Include your order number or receipt, the email used at checkout, and a short explanation.

You can also submit a refund request from your account on the My eSIMs page where that option is available. Our team typically responds within 2–3 business days.

After the 14-day window, or once the eSIM has been used, refunds are not available except where required by applicable law. The following are not eligible:

• Activated or installed eSIMs: Once an eSIM profile has been downloaded, installed, or connected to a mobile network, the plan is considered used and is not eligible for a refund.
• Incompatible or locked devices: Checking compatibility before purchase is your responsibility. An unused eSIM that has not been installed may still be refunded within the 14-day window. After installation, device incompatibility is not grounds for a refund.
• Deleted eSIM profiles: If you delete, remove, or uninstall an activated eSIM from your device, it cannot be re-downloaded or re-used. We cannot replace or refund plans lost this way.
• Expired or forfeited data: Prepaid packages must be used within the validity period shown at purchase. Unused data after expiry is not refundable or recoverable.
• Incorrect device settings: We are not responsible for charges or service issues caused by incorrect APN, roaming, or installation settings on your device.

If you believe a charge is incorrect, contact us in good faith within 14 days of the purchase date at support@atlassesim.com. Include your order details and a clear explanation of the issue. We will review legitimate billing errors, including duplicate charges.

If a payment fails or is declined, no eSIM will be provisioned and you will not be charged for a completed order. If you see a duplicate charge or a technical billing error, contact support with your receipt and we will investigate.

For billing questions, refund requests, installation help, or account issues, reach us at support@atlassesim.com or through the channels listed on our Contact page.