Purchase & Refund Policy
An eSIM is a digital product, so the rule turns on one thing: whether you have activated it. Unactivated, you can get your money back. Activated, you cannot — because at that point it has been used.
The short version
Never activated, within 30 days of purchase: full refund, no questions.
Activated: no refund, because the plan has started running and the data allowance is live.
Your device turned out not to support eSIM, and you have not activated: full refund.
Poor coverage or speed once you are here: we look at it case by case.
When you get a full refund
You have not installed or activated the eSIM, and it is within 30 days of purchase. Plans change and trips get cancelled — an unused profile costs you nothing.
Your device cannot take an eSIM, or is carrier-locked, and you have not activated the profile. Tell us before you install it.
We failed to deliver. If the QR code never arrived and we cannot get one to you, you get your money back.
The eSIM would not install at all despite following the instructions and working with us on it. This is rare, but it is on us when it happens.
You were charged twice for the same order. We refund the duplicate immediately.
When you do not get a refund
The eSIM has been activated. Activation starts your validity period and puts a live plan on your device — the same as opening a sealed product. This is the main rule, and we apply it consistently.
You used some of the data and then changed your mind, or you did not use as much as you expected. Unused data is not refundable and does not carry over.
The validity period ran out. Validity starts at activation, so a plan you activated on arrival and forgot about has still been running.
You bought the wrong validity — a 3-day when you wanted 30 — and activated it anyway. Message us before you install and we will sort it out; after activation we cannot.
You wanted voice calls or a Vietnamese phone number. Our plans are data only, stated on every plan card and in the terms.
The eSIM was suspended for reselling, bulk commercial traffic, or unlawful use.
Coverage and speed complaints
These we handle case by case, and we do handle them.
Message us on Telegram while you are still in Vietnam, with your order reference, where you are, and what you are seeing — no service, service but no data, or data that is unusably slow. Most of these turn out to be a settings problem we can fix in a few minutes.
If it is genuinely a network fault on our side and we cannot fix it, we will refund you in part or in full depending on how much of your validity was lost. If it is patchy coverage in a remote area, that is the network's real footprint and not something a refund fixes — we will tell you so honestly rather than string you along.
Waiting until you are home to report a coverage problem makes it much harder to verify, and much harder for us to help.
How to request a refund
Email support@esimintrip.com or message https://t.me/mrtuanngo1604 with your order reference and the email address you bought with.
Tell us whether you have installed the eSIM. This is the fact everything depends on, and we can see it from our side, so please be straight with us.
We aim to answer within 24 hours.
How the money comes back
Approved refunds go back through Airwallex to the original card or wallet. We cannot send it anywhere else.
Once we approve it, expect 5 to 10 business days for your bank to post it. That part is out of our hands.
We refund in US dollars, the currency you were charged in. If your bank's exchange rate moved between purchase and refund, the amount in your local currency may differ slightly — that difference is your bank's, not ours.
Chargebacks
If something is wrong, talk to us first. A chargeback takes weeks, freezes the order while it runs, and we can almost always resolve the problem faster than your bank can.
Language
This document is written in English. If we ever publish a translation, it is offered for convenience only — the English version governs if the two disagree.