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Refund Policy

Last updated: January 1, 2026

1. Refund Eligibility

We want you to be satisfied with co:sim services. If you need a refund, please note the following conditions:

Eligible for Refund

  • Request within 30 days of purchase
  • eSIM not yet installed on your device (QR code not scanned)
  • Global Prepaid balance top-up (unused balance)

Not Eligible for Refund

  • eSIM already installed on your device (even if not yet activated)
  • More than 30 days since purchase
  • Device incompatibility (please check device compatibility before purchase)
  • User error (e.g., accidentally deleting eSIM)
  • Used Global Prepaid balance (including calls, SMS, data)
  • Data packages already purchased and used

Non-Refundable Plans

Some plans are non-refundable by nature. These exceptions are clearly marked on the checkout page:

  • "Billing Starts at Purchase" plans: Plans where the validity period begins immediately upon purchase are non-refundable, as the service is already active the moment payment is completed.
  • Top-up data packages: Additional data purchased for an existing eSIM takes effect immediately and cannot be refunded.
  • Promotional or free plans: Plans obtained through promotions, giveaways, or at zero cost are not eligible for monetary refund.

Exception: Technical Issues

If your eSIM has been installed but is not working due to technical issues on our side (e.g., unable to connect to network, QR code error), please contact our support team. We will investigate and provide a refund or replacement. This applies to all plans, including non-refundable ones.

2. Product-Specific Refund Terms

Data Only Plans

  • eSIM not yet installed: Full refund within 30 days of purchase
  • eSIM already installed: No refund (unless due to technical issues on our side)
  • Additional data for reloadable eSIMs: Non-refundable once added

Global Prepaid

  • Unactivated new card: Full refund within 30 days
  • Balance top-up refund:
    • Only the most recent top-up is eligible for refund
    • A 5% administrative fee will be charged
    • Refund will be returned to the original payment method
  • Data packages: Effective immediately upon purchase, non-refundable
  • Used services (calls, SMS, data): Non-refundable

3. How to Request a Refund

If you're eligible for a refund, you can use our instant self-service option or contact our support team.

Self-Service Refund

You can request a refund instantly from your account without contacting support:

  1. Go to My Plans in your account dashboard
  2. Find the order you want to refund
  3. Click Request Refund
  4. Select the eSIM(s) you wish to refund
  5. Complete the brief feedback survey
  6. Your refund is processed immediately

Please note: Self-service refunds are limited to 2 per calendar month. Discount coupons used on the original order will not be reinstated. Top-up data packages are refunded together with their parent eSIM and cannot be refunded separately.

Contact Support

For all other refund requests, or if you have reached your self-service refund limit, please contact our support team:

  1. Contact us via email ([email protected]) or Live Chat
  2. Provide your order number or account email
  3. Explain the reason for your refund request
  4. Wait for our support team to review (usually within 1-3 business days)

4. Refund Processing Time

Once approved, we'll process your refund immediately. Depending on your payment method, the refund may take:

  • Credit/Debit Cards: 5-10 business days
  • PayPal: 3-5 business days
  • Apple Pay / Google Pay: 5-10 business days
  • Alipay / WeChat Pay: 3-7 business days

Note that actual processing time depends on your bank or payment provider.

5. Partial Refunds

Partial refunds are available in the following cases:

  • Multi-eSIM orders: You can refund individual uninstalled eSIMs from an order containing multiple eSIMs. The refund amount is calculated proportionally based on each eSIM's share of the order total.
  • Coupon orders: If a discount coupon was applied to the original order, the refund is based on the actual amount paid (not the pre-discount price). Coupons used on refunded orders are not reinstated.
  • Unused portion of Global Prepaid balance (minus used amount and fees)
  • Service issues caused by our technical problems

6. Special Circumstances

We may consider refunds or compensation in these special circumstances:

  • Duplicate charges due to our system error
  • eSIM installation or usage issues caused by our technical problems
  • Major events in destination country (war, natural disaster) preventing travel
  • Other situations deemed reasonable by our support team

Note that special circumstances require supporting documentation.

7. Refund Method

Refunds will be processed as follows:

  • Returned to original payment method (credit card, PayPal, etc.)
  • If original method unavailable, we'll contact you for alternatives
  • Global Prepaid users can opt to receive refund as account balance

8. Dispute Resolution

If you disagree with our refund decision, please contact our support team to appeal. We'll carefully consider each appeal and respond within 5 business days.

If you're still unsatisfied, you may file a complaint with your payment provider or consumer protection agency.

9. Contact Us

If you have any refund questions, contact us:

For more questions, see our FAQ page.