Refund Policy
We want your eSIM to work. This policy explains how refunds work for a digital product, including our promise that if your eSIM cannot connect and we cannot fix it, you get your money back.
A digital product
A yesiim eSIM is a digital product delivered instantly by email as a QR code. Because it is delivered and can be activated right away, a plan that has already been activated or used is generally non-refundable. The guarantee below is the important exception.
Connect-or-refund guarantee
If your eSIM fails to connect and our support team cannot resolve the problem, we refund your order in full. This is the core of our promise: you should not pay for connectivity you were never able to use. To make this work, please contact support before or as soon as you reach your destination, so we can try to fix it while you are there.
How to request a refund
Contact our support team by WhatsApp or email and tell us your order details and what is happening with the connection. We will troubleshoot with you first, and if we cannot get the eSIM working, we will process your refund.
Timeframe
Once a refund is approved, we process it to your original card through Stripe. The time it takes to appear on your statement depends on your bank or card issuer.
What is not refundable
We generally cannot refund a plan that has already been activated or used and worked as described, an order where the issue is a device that is not eSIM-compatible or not unlocked, or a change of mind about a destination or travel plan. If you are unsure whether your device is compatible, contact us before you buy.
Contact
Any refund question or a connection problem at your destination: reach our support team by WhatsApp or email. Contacting us early gives us the best chance to solve it or refund you.