Our rule: full refund while the eSIM hasn’t connected
If the eSIM hasn’t connected to any network yet, ask within 30 days of purchase and we refund the full payment. This also applies if you chose the wrong destination or plan, or if your phone turned out to be incompatible: what matters is that the eSIM never connected.
Installing is not the same as activating. Activation is the eSIM’s first connection to a mobile network, not the moment you scan the QR code. Installing the profile at home changes nothing, so you can install the eSIM before you travel and switch the eSIM line on after you leave the UK.
Your legal right to cancel within 14 days
Under the Consumer Contracts Regulations 2013 you can normally cancel an online purchase within 14 days of the day you buy, without giving a reason. Because the eSIM is delivered straight after payment, the order form asks you to tick a box before you pay: “I want my eSIM now and understand that I lose my 14-day right to cancel once the eSIM is delivered”. The box is never ticked for you. If you tick it, you lose the 14-day right to cancel once the eSIM is delivered; we confirm your choice in the e-mail with your eSIM.
Our 30-day rule doesn’t take anything away from your legal rights. If both apply, the one that is better for you applies.
If the eSIM has already connected
After the first connection to a network the plan is in use and can’t be recovered or resold, so our rule no longer gives a refund. There is one exception. If the eSIM doesn't work and it isn't your phone's fault, we refund the payment whether or not it was installed. Write to us with the order number and tell us what the phone showed; a screenshot helps. Your rights under the Consumer Rights Act 2015 if the eSIM is not as described are not affected.
How to cancel or ask for a refund
Use the cancellation form on this site, write to support@esimworld.co.uk or message us on WhatsApp. Any clear statement that you want to cancel is enough. Please include the order number (it’s in the subject line of the e-mail with your eSIM) and the e-mail you used to buy, so we can find your payment. A cancellation, a refund request, a complaint or a privacy request counts as made when it reaches us on WhatsApp, at support@esimworld.co.uk or through the cancellation form on this site. For a complaint or a privacy request, put “Complaint” or “Privacy request” in the e-mail subject or at the start of your WhatsApp message.
You can also send this model wording by e-mail: “To JET SHARING MOBILITY INC., 11562 West Ride Drive, Jacksonville, FL 32223, United States, support@esimworld.co.uk: I hereby give notice that I cancel my contract for the supply of the following eSIM: [order number], ordered on [date], name, e-mail used for the order, date.”
When and how the money comes back
We refund within 14 days of receiving your request, through Stripe, to the same card, in pounds. We refund the amount you actually paid, after any discount coupon. When the money reaches your account depends on your bank. On your card statement the original charge appears as “JET SHARING”.
Refunds aren’t automatic: we check the order and whether the eSIM connected to a network. If you asked and haven’t heard back, write again with the order number.
If we can’t agree
This policy doesn’t limit your rights as a consumer. If support hasn’t solved your problem, send us a complaint with the order number: put “Complaint” in the e-mail subject or at the start of your WhatsApp message. We reply to every complaint by e-mail, with our decision and the reasons for it. Governing law and disputes are in the terms and conditions; more ways to reach us are on Contact.