Last updated: 22 May 2026
This Refund Policy explains when refunds may be available for purchases made on https://jetesim.app and via the JetESIM mobile application (collectively, the “Service”).
By purchasing an eSIM or any digital plan through JetESIM, you agree to this Refund Policy.
eSIM / Plan: A digital connectivity product delivered electronically (activation code, QR code, or in‑app installation).
Activated / Installed: The eSIM has been installed on a device, added to the device eSIM list, provisioned/downloaded, scanned via QR code, or otherwise used in a way that makes it ready for service.
Data Used: Any consumption of mobile data under the plan (including background usage).
JetESIM sells digital services and digital goods. Because an eSIM is delivered electronically and can be installed/activated immediately, refunds are limited and depend on whether the eSIM has been activated/installed and/or used.
Once an eSIM has been installed and/or activated on any device, the order becomes non‑refundable.
This includes (without limitation) cases where:
the QR/activation code has been scanned or used,
the eSIM has been added to your phone,
the eSIM has been provisioned/downloaded,
the plan is active on the device (even if you did not travel yet),
any amount of data has been used (including background data).
Because the service is considered delivered and cannot be “returned,” JetESIM cannot offer a refund after activation.
A refund may be considered only if all of the following are true:
The eSIM has not been installed/activated on any device; and
No data has been used; and
The request is submitted within a reasonable time after purchase; and
The order passes our verification and fraud‑prevention checks.
If approved, refunds are issued to the original payment method. Processing time depends on your payment provider/bank.
Refunds will generally not be granted in the following situations:
The eSIM was activated/installed (see Section 3).
Incorrect device compatibility (device is not eSIM‑capable, carrier restrictions, locked device).
Incorrect purchase for the wrong destination/plan size/validity after delivery (please contact support before activation; changes may be possible case‑by‑case).
Poor coverage, speed, or service quality due to factors outside our control (network congestion, local operator limitations, building shielding, device settings).
Failure to follow installation/activation instructions or failure to configure device settings (APN, data roaming, line selection), after the eSIM is activated.
If you believe you were charged incorrectly (duplicate payment, wrong amount), contact us immediately. If verified, we will correct the issue, which may include a refund.
Before initiating a chargeback with your bank, please contact JetESIM support so we can try to resolve the issue quickly. Unresolved chargebacks may result in account limitations and fraud investigation.
Where applicable under EU/EEA/UK consumer laws, by purchasing an eSIM you request immediate performance of the digital service (delivery/provisioning of the eSIM). You acknowledge that once the eSIM is delivered/installed/activated, you may lose any applicable right of withdrawal/cancellation to the extent permitted by law.
To request a refund (only if eligible under this policy), email:
Please include:
Order number / transaction reference
Purchase email
Destination/plan purchased
Screenshot proof that the eSIM has not been installed/activated (if requested)
A brief explanation of the issue
JetESIM Support: support@jetesim.app
Website: https://jetesim.app
Operator: SMARTGIS LIMITED, Unit B, 11/F, Yam Tze Commercial Building, 23 Thomson Road, Wan Chai, Hong Kong