Refund Policy

Effective Date: April 2026

Important: Due to the digital nature of eSIM products, all sales are generally final once the eSIM has been delivered to your account. Please read this policy carefully before purchasing.

1. When Refunds Are Eligible

We may grant a refund only under the following conditions:

  • The eSIM was not delivered to your account or email after a successful payment
  • The eSIM is defective and cannot be activated despite troubleshooting
  • A verified technical issue on our side prevents any usage

2. Non-Refundable Situations

We do not offer refunds in the following situations:

  • The eSIM has already been installed or used
  • Your device is not compatible with eSIM technology
  • You purchased the wrong plan
  • You experience poor coverage due to local network conditions
  • You change your mind after purchase
  • You fail to install the eSIM before the pre-installation validity expires

3. Troubleshooting Requirement

Before a refund is considered, you must:

  • Contact our support team and describe the issue in detail
  • Allow us a reasonable opportunity to investigate and attempt to resolve the issue
  • Follow any troubleshooting steps we provide

Refund requests that skip this step will not be processed.

4. Refund Process

  • Approved refunds are processed to the original payment method
  • Processing time: 5–10 business days depending on your bank or payment provider
  • You will receive a confirmation email once the refund is approved

5. Chargebacks

Initiating a chargeback or payment dispute without contacting us first may result in your account being suspended and future purchases being blocked. We encourage you to reach out to us directly — we are committed to resolving issues fairly.

6. Consumer Protection

This policy is designed in compliance with applicable laws, including South Africa's Consumer Protection Act. We recognise the digital goods exception while still committing to fair treatment of all customers.

7. Contact Us

To request a refund or report a delivery issue:

Email: support@esimspaza.com

Business: eSIM Spaza

Please include your order number and a description of the issue in your email.