HESIM · Legal
Refund Policy
If something goes wrong, contact us and we will help.
Updated:
- A cancelled trip alone is not a refund reason.
- Working installed or activated eSIMs are not refundable.
- For a service fault: help first, then replacement or refund when appropriate.
- An eSIM we cannot issue is refunded unless you accept a replacement.
- Mandatory consumer rights are preserved.
Unused and working eSIMs
An unused eSIM is not refundable simply because plans changed. An installed or activated eSIM that works as described is also not refundable. Exceptions apply for defects, failure to deliver and mandatory rights under applicable law.
Technical problems or no delivery
Send your order number, phone model and a brief description. We first help with settings; if a fault on our side cannot be resolved, we offer an appropriate replacement or refund.
If payment was captured and we cannot issue the eSIM, we refund it unless you agree to a suitable replacement.
Other cases
Expired packages, unused remaining data, incompatible or carrier-locked phones and substantiated misuse normally do not qualify. This does not override your rights if the service was misdescribed or faulty.
Payment channel and timing
The same eligibility rules apply to website and Telegram purchases, including any accepted crypto payment. Approved refunds return to the original payment method where possible; posting time depends on the provider or bank. Crypto-specific fees and exchange treatment, where relevant, must be agreed for that payment.
A purchased package is not changed into another package. Buy a new plan or additional data where that offer supports it.
Request help
Email hesim@hesim.app with your order number, purchase date and problem. Include settings screenshots if helpful, hiding QR and activation codes. Seller: HESIM L.L.C. · 30 N Gould St, Ste N, Sheridan, WY 82801, USA.
Contact support →