Refund Policy

Overview

At ZapSim, we are committed to providing a transparent and reliable shopping experience. As eSIM plans are digital products, our refund policy is governed by the following conditions.

Eligible Refunds

A full refund is available in the following cases:

• The eSIM profile has not been downloaded or installed on your device
• A technical error on our end prevented your eSIM from being activated
• You were charged twice for the same order
• The plan delivered does not match the one ordered

Non-Eligible Cases

Refunds cannot be granted in the following situations:

• The eSIM profile has already been downloaded and installed on a device
• The plan data has been partially or fully consumed
• The customer's device is not eSIM compatible (prior verification recommended)
• The request is made more than 7 days after purchase

Refund Process

To request a refund:

1. Contact our team at [email protected] with your order number
2. Our team will review your request within 24 to 48 business hours
3. If approved, the refund will be credited to your original payment method within 5 to 10 business days

Order Cancellation

You can cancel your order as long as the eSIM profile has not been generated. Once the QR code is created and the eSIM provisioned, cancellation is no longer possible, but you can request a refund under the conditions above.

Exchanges

If you purchased a plan that doesn't suit your needs (wrong destination, insufficient duration, etc.), contact us before installing the eSIM. We can offer an exchange for a more suitable plan, subject to availability.

Contact Us

For any questions regarding a refund or cancellation, feel free to write to us at [email protected] or via our contact page. Our team will respond as soon as possible.