Refund Policy

1. Eligible for a full refund

You may request a full refund within 30 days of purchase if all of the following are true:

• The eSIM QR code has not been scanned or installed on any device.
• The plan has not been activated on a network.
• You contact us at support@ellosim.com with your order number.

2. Not eligible for a refund

Once you have installed the eSIM on your device or it has connected to a network, the plan has been irreversibly assigned to your line by the upstream operator and is no longer refundable. This includes situations where:

• You purchased the wrong country or duration but already installed it.
• Your device turned out to be locked or non-eSIM-compatible after install.
• You used some of the data and want a partial refund.
• You did not use the plan but the validity period has expired.

For this reason, please double-check the country, plan and your device compatibility on Compatible devices before installing.

3. Faulty plans

If a plan does not work despite a compatible, unlocked device, correct installation and being in the destination country, contact us within 7 days of arrival. We will run diagnostics with the upstream operator and, if the issue is confirmed on our side, issue a full refund or a replacement plan — your choice.

4. How to request a refund

Email support@ellosim.com from the address used at checkout, with your order number and the reason. Refunds are returned to the original payment method, typically within 5–10 business days after approval.

5. Chargebacks

Please contact us before filing a chargeback. Most issues are resolved quickly by email and a chargeback delays the resolution for everyone.

6. Business identity

ElloSim is the trading name of EMAM MEDIA LTD, a company registered in England and Wales (company number 11855473), registered office 20-22 Wenlock Road, London, England, N1 7GU. Refunds are issued by EMAM MEDIA LTD to the original payment method.