Refund Policy

Effective Date: July 2025
Applies to: All purchases made via our website or mobile applications.

1. General Principles

We strive to provide a reliable, fair, and transparent refund process for our users. Because eSIM products are digital and usage-based, refunds are governed by clear criteria outlined below.

2. Eligibility for Refunds

Refunds are considered under the following conditions:

✅ Eligible for Full Refund

Condition	Time Frame	Notes
eSIM not installed/activated	Within 30 days of purchase	No usage or profile installation must have occurred.

⚠️ Eligible for Partial Refund or Credit

Condition	Time Frame
eSIM installed but not used	With 30 days of eSIM installation
eSIM installed but data service failed due to technical reasons (e.g network not supported)	With 30 days of eSIM installation

❌ Not Eligible for Refund

eSIM activated and used (data consumed)
Account misuse, abuse, or fraudulent activity

3. How to Request a Refund

To request a refund, please follow these steps:

From the bottom Tab, go to the Bundle screen.
On the bundle item card, Click the Refund button.
If you have already refunded, or the data amount/quantity used does not match the initial allocation, you will receive an alert saying that you are not eligible for refund.
If you are eligible for a refund, click the Refund button again.
A form will open – enter the reason for the refund.
Click Submit.
The bundle will be refunded.

4. Refund Processing and Timeline

Approved refunds are credited to the original payment method (credit card,stripe, etc.)
Processing time may vary by provider but typically takes 5–15 business days

5. Important Notes

Each refund request is reviewed case-by-case with consideration for fairness and past purchase history.
We reserve the right to deny refund requests that do not meet the stated criteria or in cases of suspected abuse.

Our refund terms comply with applicable consumer protection laws and digital goods regulations.

Any taxes or banking charges applied by the credit card or payment method will not be refunded, as these are direct charges from the bank and not covered by ACMeSIM.

6. Contact Information

For any questions about your refund eligibility or the process, please contact:

Support Email: support@acmesim.global
In-app Chat: 24/7
Office Hours: Mon–Fri, 9:00 AM to 6:00 PM (UTC)