Refund Policy

Eurosim Travel
(updated: 01 December 2025)

This Refund Policy establishes the procedure for reviewing customer requests and the conditions under which compensation may be provided for services purchased through Eurosim Travel. The Policy applies to the purchase of international SIM cards, SIM card top-ups, and other services offered by the company. Eurosim Travel provides SIM top-up services that are technically delivered by mobile network operators. All telecommunications functions and the quality of service are the responsibility of the respective operator.

1. Non-Refundability of Top-Ups
1.1. Funds credited by the customer to top up a SIM card balance are non-refundable once successfully added to the balance.
1.2. The top-up service is considered delivered at the moment the top-up amount is credited to the SIM card balance, regardless of whether the customer was able to use the service afterward.
1.3. Refunds to bank cards, bank accounts, or by any other means are not provided; compensation is possible only in the form of balance adjustment or restoration to the SIM card.

2. Exceptions Where Compensation May Be Provided
2.1. Compensation may be granted only when a service was not delivered, was delivered partially, or was delivered with defects. This applies in situations where the operator has deducted the cost of the service from the customer’s balance but the service was not actually provided; where the service was provided only partially; or where a technical failure or another confirmed issue prevented proper use of the service.

3. Limitations and Conditions of Compensation
3.1. Compensation is provided exclusively in the form of returning funds to the SIM card balance, unless otherwise required by mandatory legal provisions.
3.2. The amount of compensation cannot exceed the actual cost of the service for which the request is submitted.
3.3. Compensation is not provided if the service did not function due to lack of network coverage at the customer’s location; if the service was unavailable as a result of the SIM card being blocked by the operator, including cases of suspected fraudulent activity; if the issue resulted from improper device configuration by the customer; if the SIM card was used in devices prohibited by operators such as SIM boxes, repeaters, or GSM gateways; if the malfunction occurred due to circumstances beyond the control of Eurosim Travel, including technical failures or outages on the operator’s side; or if the SIM card was used in violation of its operational guidelines.
3.4. Eurosim Travel is not responsible for internal technical decisions or operator policies that may affect service quality, billing, network availability, or SIM card functionality.

4. Procedure for Submitting a Compensation Request
4.1. The customer must submit a written request to Eurosim Travel support at support@eurosim.travel.
4.2. The request must include a detailed description of the issue, the exact date and time of its occurrence, the SIM card number (ICCID), the country and location of SIM card usage, and any available supporting materials such as screenshots or connection attempt logs.
4.3. The request must be submitted no later than 14 calendar days from the date the issue occurred. Requests submitted after this period will not be considered.

5. Review of Requests
5.1. Each request is reviewed individually, taking all circumstances into account.
5.2. Eurosim Travel may request additional information from the customer or the operator, including technical reports and confirmation of the incident.
5.3. The review period may take up to 30 calendar days. In some cases, the period may be extended due to the need to obtain information from the operator.
5.4. The decision regarding full, partial, or no compensation is based on operator data, the actual circumstances of the case, and whether the SIM card was used correctly by the customer.

6. Completion of the Process
6.1. If compensation is approved, the funds will be credited to the customer’s SIM card balance.
6.2. Eurosim Travel does not provide compensation in cash, by bank transfer, to a bank card, or by any method other than crediting the SIM card balance.

7. Additional Provisions
7.1. Eurosim Travel reserves the right to decline compensation if the information provided by the customer is false, incomplete, or contradictory; if there is no evidence of a malfunction; if the SIM card was used in violation of operating rules; if the operator does not confirm the issue; or if the request represents an evident abuse of the compensation process.
7.2. Eurosim Travel may update this Refund Policy without prior notice. The current version is always available on the company’s official website.