eSIMBLACK - Refund Policy

eSIMBLACK Refund Policy

Last updated: May 15, 2026

1. General Refund Principle

eSIMBLACK provides digital eSIM products that are delivered electronically. Because eSIM products may be delivered, installed, activated, or consumed shortly after purchase, refunds are reviewed on a case-by-case basis and are subject to the conditions described in this Refund Policy.

A refund request does not guarantee approval. eSIMBLACK may need to verify the order status, eSIM delivery status, activation status, usage status, device compatibility, supplier response, and troubleshooting history before approving or rejecting a refund request.

2. Direct Purchases Only

This Refund Policy applies only to eSIM products and services purchased directly from eSIMBLACK through the eSIMBLACK website, mobile application, account platform, or official payment channels.

If you purchased an eSIMBLACK-related product through a third-party marketplace, reseller, travel platform, app store, external partner, or another company, you must contact that third party directly for refund support, unless eSIMBLACK expressly confirms otherwise.

3. Eligible Refund Situations

A refund may be considered in the following situations:

• Non-delivery: the purchased eSIM or top-up was not delivered after successful payment and eSIMBLACK cannot complete delivery within a reasonable period.
• Verified technical issue: the eSIM cannot be installed, activated, or used due to a confirmed technical issue related to the eSIM product, supplier, or delivery system.
• Incorrect product delivery: the user received a different eSIM product from the one purchased.
• Duplicate purchase: the user was charged more than once for the same product or transaction.
• Service unavailable: the purchased eSIM service cannot reasonably be provided in the stated destination due to a confirmed service or supplier issue.
• Legal requirement: a refund is required under applicable consumer protection law.

4. Non-Refundable Situations

Refunds may be refused in the following situations:

• The eSIM has already been installed, activated, used, partially used, fully used, or expired.
• The issue is caused by an incompatible device, locked device, unsupported operating system, incorrect device settings, or user configuration error.
• The user purchased the wrong destination, wrong plan, wrong validity period, wrong data amount, or wrong product.
• The user changed travel plans, no longer needs the eSIM, or purchased another eSIM from another provider.
• The user deleted the eSIM profile after installation without first contacting support.
• The user failed to follow installation, activation, or troubleshooting instructions provided by eSIMBLACK.
• The service issue is caused by poor signal in a specific location, network congestion, local carrier limitations, roaming restrictions, or environmental conditions outside eSIMBLACK’s control.
• The user did not contact eSIMBLACK support within a reasonable period after discovering the issue.
• The order was made through a third party and is subject to that third party’s refund rules.
• The request appears fraudulent, abusive, duplicated, false, or inconsistent with the account or service records.

5. Wrong eSIM or Change of Plans

If you purchased the wrong eSIM or your travel plans changed, you may contact eSIMBLACK support to request review. eSIMBLACK may, at its discretion, offer a refund, replacement, credit, or alternative solution if the eSIM has not been installed, activated, used, expired, or otherwise consumed.

If the eSIM has already been used, fully consumed, or expired, it will generally not be eligible for refund.

6. Non-Delivery of eSIM or Top-Up

If your eSIM or top-up is not delivered after successful payment, please check your email inbox, spam folder, eSIMBLACK account, order page, and payment confirmation before contacting support.

If delivery cannot be completed due to an eSIMBLACK or supplier issue, eSIMBLACK may issue a refund, credit, replacement eSIM, or other appropriate remedy.

7. Troubleshooting Requirement

Before a refund is approved for a technical issue, eSIMBLACK may require reasonable troubleshooting steps. These may include checking device compatibility, confirming that the device is unlocked, verifying installation settings, restarting the device, selecting a supported network manually, enabling data roaming, updating the operating system, or providing screenshots.

Failure to cooperate with reasonable troubleshooting may result in the refund request being rejected.

8. How to Request a Refund

To request a refund, please contact eSIMBLACK support at: esimblack@itglobalwebs.com.

Include the following information in your request:

• Full name used for the order.
• Email address used for the purchase.
• Order number or transaction ID.
• Destination and eSIM plan purchased.
• ICCID, if available.
• Device model and operating system version.
• Clear description of the issue.
• Screenshots or screen recordings showing the issue, where possible.
• Any troubleshooting steps already completed.

9. Refund Review Process

eSIMBLACK will review refund requests within a reasonable period. The review may include checking internal records, payment information, eSIM delivery status, activation logs, usage status, supplier confirmation, device compatibility, and support history.

eSIMBLACK may approve the refund, reject the request, request additional information, offer a replacement eSIM, provide account credit, or propose another reasonable solution depending on the case.

10. Refund Method

Approved refunds may be issued to the original payment method, as eSIMBLACK account credit, or through another appropriate refund method depending on the payment provider, country, currency, supplier rules, and operational limitations.

Bank processing times, card issuer delays, currency conversion differences, payment provider fees, and third-party charges are outside eSIMBLACK’s control.

11. Partial Refunds and Credits

Where an eSIM has been partially used, partially delivered, or partially affected by a technical issue, eSIMBLACK may offer a partial refund, replacement, discount, or account credit instead of a full refund.

Any partial refund or credit will be assessed based on the plan type, usage status, remaining data, remaining validity, supplier rules, and applicable law.

12. Fraud, Abuse, and Chargebacks

eSIMBLACK may reject refund requests connected to suspected fraud, abuse, misuse, false claims, repeated refund patterns, unauthorized transactions, or violation of eSIMBLACK Terms of Service.

If you believe a transaction was unauthorized, please contact eSIMBLACK support immediately. Filing a payment dispute or chargeback without contacting support may delay resolution and may result in account restrictions while the transaction is investigated.

13. App Store, Payment Provider, or Third-Party Purchases

If the purchase was completed through an app store, payment platform, reseller, marketplace, or third-party partner, refund handling may be subject to that third party’s rules. eSIMBLACK may provide supporting information where possible, but may not be able to issue a direct refund for transactions controlled by another party.

14. Changes to This Refund Policy

eSIMBLACK may update this Refund Policy from time to time. The updated version will be posted with a new “Last updated” date. Continued use of eSIMBLACK services after changes become effective means the user acknowledges the updated Refund Policy.

15. Contact

For refund questions, order issues, eSIM delivery issues, or technical support, contact: esimblack@itglobalwebs.com.

For legal, privacy, data protection, or account deletion matters, contact: privacy@itglobalwebs.com.

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