Refund policy
Last updated 2026-08-08
We do not refund a plan once it has been used. The one exception is an eSIM that never activated or does not work, and we sort that out by email at support@seferesim.com.
Why it works this way
A plan is bought from our supplier the moment you pay, and the data behind it is spent whether or not you use it. We would rather say no in one sentence, on the page you see before paying, than publish a generous policy and then find a reason at the counter.
The one exception
An eSIM that never activated, or that does not work on the networks the plan covers, is our problem and not yours.
We try to make it work first, because re-issuing an eSIM is usually quicker than a refund. If we cannot make it work, and the data has not been used, we refund the plan in full.
Data that has been used means the plan worked. A plan you decided not to use, or used less of than you expected, is not refunded.
How to claim
- Write to support@seferesim.com from the email address on the order. That is how we find it.
- Tell us which order it is (the reference on your receipt is enough) and which phone you installed it on.
- Tell us what happens: what the phone shows, which country and city you are in, and what you have already tried.
The troubleshooting list on the help page is the same list we work through, so going through it first usually saves a round trip. Most reports that reach us are a setting rather than a broken eSIM.
We check the operator record for that eSIM before we answer. That is how we can tell an eSIM that never connected from one that has been used.
How quickly we answer belongs here as a promise we can keep, not as a hope. [OPERATOR: response-time promise, for example we answer within one business day]
How a refund is paid
Refunds go back through Stripe to the card or wallet that paid. We cannot send the money anywhere else.
Your bank decides when it lands on your statement, usually a few working days after we send it.
We refund the amount you were charged in US dollars. If your bank converted it, the rate it used on the way out and the rate it uses on the way back are between you and your bank.
Top-ups
A top-up follows the rules of the plan it tops up: not refunded once its data has been used, refunded if it never worked.
If we cannot deliver at all
If we take a payment and cannot issue an eSIM for it, the order is flagged for one of us to look at and the payment is returned. You do not have to argue for that one. If you would rather not wait, write to support@seferesim.com and we will pick it up straight away.
The 14-day withdrawal right
At checkout there is a tick box you have to tick before the payment button unlocks. It reads:
"I ask for the service to start right away and understand I give up the 14-day withdrawal right once the eSIM is activated."
That waiver is what lets us hand you a working eSIM in minutes instead of holding the order for two weeks. It takes effect when the eSIM is activated, and not before.
Until then the withdrawal right stands. If you bought the wrong plan and it has not been activated, write to us within 14 days and we will cancel it and return your money.
Disputes with your bank
If you open a dispute with your bank instead of writing to us, we answer it with the operator record for the eSIM. Writing to us first is faster for both of us, and it is the only route where we can also just fix the eSIM.
Contact
support@seferesim.com, from the email address on the order.