Refund policy

Template for legal review. These terms were drafted on 25 October 2026 for Universal eSIMs and must be reviewed by counsel in each market of sale before launch.

Universal eSIMs refunds in full when an eSIM cannot be installed on a compatible, carrier-unlocked phone, and refunds unused, uninstalled plans within 30 days of purchase. Plans that have connected to a network abroad are considered used and are refunded only in proportion to unused days when a service failure is confirmed in our logs. Refunds are approved within 2 working days.

Refund rules

Situation Refund eSIM cannot be installed on a compatible, unlocked phone Full refund Phone is not eSIM-capable or is carrier-locked Full refund, or exchange for a physical travel SIM (India delivery) Plan bought but never installed, within 30 days Full refund Plan installed but never connected to a network, within 30 days Full refund Plan connected but no data service at any point, confirmed by our logs Full refund Partial service failure confirmed by our logs Pro-rata refund for unused days Plan used normally, trip cut short, data unused No refund; unused data is not refundable Wrong destination chosen, plan not yet connected Free exchange

How to request a refund

Message support on WhatsApp or email hello@universalesims.com with your order number.
Describe the problem and attach a screenshot if there is an error message.
We confirm the decision within 2 working days and process the refund to the original payment method.

Chargebacks

Please contact us before raising a chargeback; we resolve almost every case faster than a bank dispute. Accounts with chargebacks on used plans may be closed.

Refund questions

I bought the wrong country. Can I swap it?

Yes, if the eSIM has not connected to a network. Message support with your order number and the correct destination; we issue the new plan and refund or charge any difference. Once a plan has connected abroad it counts as used.

My phone turned out to be locked or not eSIM-capable. What now?

You get a full refund. Send a screenshot of the error or of the *#06# screen showing no EID. We can also courier a physical travel SIM within India instead.

The eSIM installed but had no service for my whole trip.

Contact support during the trip so we can fix it; most cases are a settings issue solved in minutes. If we cannot restore service and our logs confirm the eSIM never passed data, we refund in full. If service was partial, we refund in proportion to unused days.

How long does a refund take?

We approve within 2 working days. UPI and card refunds appear in 3 to 7 working days depending on your bank; PayPal in 1 to 3 days.

Are top-ups refundable?

Unused top-ups are refundable within 30 days under the same rules. A top-up that has carried data is used.