Refund Policy

1. Overview

At SkySim, we strive to provide high-quality eSIM products and services. This Refund Policy outlines the conditions under which you may request a refund for your purchase. By purchasing our eSIM services, you agree to the terms of this policy.

Please read this policy carefully before making a purchase. If you have any questions, contact our customer support team at [email protected].

2. Refund Eligibility

You may be eligible for a refund under the following circumstances:

• Activation Failure: The eSIM could not be activated due to a technical issue on our end, and our support team is unable to resolve it within 24 hours.
• Non-Delivery: The eSIM QR code or activation details were not delivered to your email or account due to a system error.
• Incorrect Product: You received an eSIM for a different region or data plan than what was ordered.
• Duplicate Purchase: You accidentally purchased the same eSIM product multiple times.

Refund requests must be submitted within 7 days of the purchase date.

3. Non-Refundable Items

Refunds will not be issued in the following situations:

• The eSIM has already been activated, installed, or partially used
• The device is not eSIM-compatible (please verify compatibility before purchase)
• Poor network coverage or speed issues in specific locations
• Change of travel plans or no longer needing the eSIM
• Failure to follow the activation instructions provided
• Purchases made more than 7 days ago

4. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team at [email protected] with your order number and the email address used for purchase.
2. Clearly explain the reason for your refund request and provide any relevant screenshots or evidence.
3. Our team will review your request within 2-3 business days and may contact you for additional information.
4. If approved, the refund will be processed to your original payment method within 5-10 business days.

You can also initiate a refund request through your account dashboard by navigating to your order history.

5. Partial Refunds

In certain cases, SkySim may offer a partial refund instead of a full refund. This may apply when:

• The eSIM was partially used before the issue occurred
• A bundle package was purchased and only one item was defective
• A service credit or replacement eSIM is offered as an alternative

6. Refund Methods and Timing

Approved refunds will be issued to the original payment method used during checkout (e.g., credit card, Alipay, Stripe).

• Credit/Debit Cards: 5-10 business days
• Alipay: 3-7 business days
• Other Payment Methods: Timing depends on the payment provider

Please note that SkySim does not control the processing times of banks or payment providers. If you do not see the refund after the stated timeframe, please contact your payment provider first.

7. Order Cancellation

Orders can only be cancelled if the eSIM has not yet been activated or delivered. Once the QR code or activation details have been sent, the order is considered fulfilled and standard refund terms apply.

To cancel an order before delivery, please contact support immediately with your order number.

8. Chargebacks and Payment Disputes

We encourage customers to contact us directly before initiating a chargeback or payment dispute with their bank or payment provider. Opening a dispute without first contacting SkySim may delay resolution and result in the suspension of your account until the matter is resolved.

If a chargeback is issued, we reserve the right to contest it and provide evidence of the transaction and our communication history.

9. Changes to This Policy

SkySim reserves the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. The policy in effect at the time of your purchase will apply to your order.