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)
ONE card balance: the most recent top-up, to the extent it is unused (an administrative fee applies — see Section 2)

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 ONE card balance (including PAYG data or data package purchases)
Data packages already purchased and used

An eSIM that has already been installed is not eligible for self-service refund via My Plans, but may still be refunded on a case-by-case basis by contacting support.

None of the above affects statutory consumer rights that cannot be excluded under the law that applies to you.

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

co:sim ONE card

Card never installed: Full refund within 30 days of purchase. Your initial top-up is returned, any promotional credit is voided, and the card is cancelled.
Once the card is installed, balance top-ups are refundable on these terms:
- 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 data services or balance-funded purchases: Non-refundable

The ONE card is not on sale yet. These terms take effect at launch, and the terms of service published at launch govern.

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:

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

Please note: Self-service refunds are limited to 2 in any rolling 30-day period. 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:

Contact us via email (support@cosim.io) or Live Chat
Provide your order number or account email
Explain the reason for your refund request
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
Apple Pay / Google Pay: 5-10 business days
Alipay / WeChat Pay: 3-7 business days
Crypto / stablecoin: returned on-chain to the wallet that paid, usually within 1 business day

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 the most recent ONE card top-up (minus the amount already used and the administrative fee)
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 the original payment method used at checkout
Crypto and stablecoin payments are returned on-chain to the wallet the payment came from
If original method unavailable, we'll contact you for alternatives
ONE card holders can opt to receive the refund as account balance instead

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:

Email: support@cosim.io
Live Chat: 24/7 Support

For more questions, see our FAQ page.

10. eSIM Pre-Installation Validity (Expiration Policy)

Every Data-Only eSIM plan includes a pre-installation validity window — the period from purchase during which you must install (scan) the eSIM QR code. Once the validity window expires without installation, the eSIM profile is cancelled and cannot be reinstated.

How It Works

The pre-installation validity period is displayed on the plan page and during checkout (e.g., "Install within 90 days of purchase").
The deadline is also shown in your confirmation email and in the My Plans dashboard once the window is 7 days or fewer from expiring.
An eSIM that has not been installed before the deadline is automatically cancelled — it cannot be reactivated, transferred, or replaced.

Relationship to the Refund Window

The pre-installation validity period is separate from the 30-day refund window described in Section 1:

You may request a self-service refund for an uninstalled eSIM at any time within 30 days of purchase, provided the pre-installation deadline has not yet passed.
An eSIM that has been cancelled (pre-installation deadline passed, not installed) is not eligible for a refund, because the service has already been provisioned and the eSIM profile was allocated exclusively to your account.
If the pre-installation deadline is shorter than 30 days for your plan, the shorter deadline governs both installation eligibility and refund eligibility for cancelled, uninstalled eSIMs.

Recommended Actions

Install your eSIM before your trip departs to ensure it is ready when you land.
Monitor the install deadline in My Plans — a yellow warning badge appears when 7 or fewer days remain; a red badge appears if the deadline has passed without installation.
If you no longer need the eSIM and the refund window (30 days from purchase) is still open, request a refund via My Plans → Request Refund before the pre-installation deadline expires.