Refund Policy
Last updated: February 2026
This Refund Policy outlines the conditions under which refunds are issued for eSIM purchases made through ultraTravelSim. Please review this policy carefully as eSIM products have unique characteristics that affect refund eligibility.
Contents
1. Refund Policy Overview
ultraTravelSim is committed to customer satisfaction. However, due to the nature of eSIM products and digital services, our refund policy is structured to balance fair consumer treatment with the operational realities of providing mobile connectivity.
Key Point: eSIM plans cannot be transferred between devices or users. Once activated, refunds are generally not available as the service has been consumed or made available for use.
2. Refundable Purchases
The following purchases may be eligible for refunds:
Condition: Purchase refund requested within 90 days, eSIM not activated or downloaded
Refund Amount: Full refund of purchase price (less any applicable payment processor fees)
Example: You purchase a 10GB eSIM plan but change your mind before activation
Condition: Technical issue preventing eSIM activation or immediate disconnection after activation
Refund Amount: Full refund or replacement eSIM at no cost
Example: eSIM profile fails to download or device disconnects immediately after activation
Condition: Charge resulted from unauthorized account access or fraudulent activity
Refund Amount: Full refund + account security review
Example: Your account was compromised and eSIMs were purchased without authorization
Condition: Same eSIM plan charged multiple times due to system error
Refund Amount: Full refund for duplicate charges
Example: Payment processor processed your order twice on the same day
3. Non-Refundable Purchases
The following purchases are NOT eligible for refunds:
Activated eSIMs
Once an eSIM profile is downloaded and activated on your device, the service is considered consumed and non-refundable, regardless of actual data usage.
Expired eSIMs
Plans that have passed their validity expiration date cannot be refunded. You must request a refund before the validity period expires.
Partially Used Data
Even if you have not consumed your full data allowance, once activation is confirmed, the plan is non-refundable.
Poor Coverage or Signal Issues
Refunds cannot be issued due to weak signal, poor coverage, or incompatible devices. We recommend checking coverage maps and device compatibility before purchase.
Change of Mind (After Activation)
Refunds are not issued simply because you changed your mind about purchasing a plan after it has been activated.
Custom or Promotional Plans
Special promotional offers and custom plans may have different refund terms as specified at purchase.
4. Refunds by Activation Status
Here's a quick reference for refund eligibility based on eSIM status:
| eSIM Status | Refund Eligible? | Timeframe |
|---|---|---|
| Not Downloaded | ✓ Yes | Within 90 days |
| Downloaded (Pending Activation) | ✗ No | Not applicable |
| Activated | ✗ No | Not applicable |
| Expired | ✗ No | Not applicable |
| Failed/Error | ✓ Yes | Within 30 days |
5. How to Request a Refund
Step-by-Step Refund Request Process
Log into Your Account
Sign into your ultraTravelSim account and navigate to "My Orders" section. You have up to 90 days from purchase to request a refund for unused eSIMs.
Select the Order
Find the order containing the eSIM you want to refund and click "Request Refund."
Provide Details
Select the refund reason from the dropdown and provide any additional information or screenshots supporting your request.
Submit Request
Click "Submit Refund Request" and you'll receive a confirmation email with a ticket number.
Await Review
Our support team will review your request and contact you within 5 business days with a decision.
Alternative Support Method
If you cannot submit a refund request through your account, contact our support team directly at support@ultratravelsim.com with your order number and reason for refund.
6. Exceptions & Special Cases
Multi-Pack Purchases
If you purchase multiple eSIMs in one order and only some are activated, you may request refunds only for the unactivated eSIMs within 14 days of purchase.
Device Incompatibility
If you discover your device does not support eSIM after purchase, you may request a refund if the eSIM has not been activated. We recommend checking device compatibility on our website before purchasing.
Coverage Issues Outside 14 Days
If you experience coverage issues after 14 days, contact support immediately. While refunds may not be available, we can investigate the issue and potentially provide a replacement eSIM.
Promotional Plans
Promotional pricing and discounted plans have the same refund eligibility as standard plans. Refunds are issued at the discounted price paid, not the regular price.
8. Billing Disputes
If you believe you were charged incorrectly or encounter a billing error, follow these steps:
Contact us within 60 days of the disputed transaction
Provide your order number and reason for dispute
We will investigate and respond within 30 days
If your dispute is valid, we will issue a refund or credit to your account
For payment processor-related disputes (chargebacks, fraudulent charges), the payment processor's dispute process will be followed per their policies.
9. Contact Us
If you have questions about our refund policy or need assistance with a refund request:
Customer Support
support@ultratravelsim.comRefund Inquiries
refunds@ultratravelsim.comBilling Issues
billing@ultratravelsim.comSupport Hours
Monday - Friday, 9:00 AM - 6:00 PM UTC
Key Takeaways
Refund within 90 days
Unused, unactivated eSIMs can be refunded within 90 days
No refunds after activation
Once activated, eSIMs are non-refundable regardless of usage
Exceptions apply
Technical failures and fraudulent charges are eligible for refunds