When a refund may be available

Refund eligibility depends on the eSIM’s installation, activation and usage status, the reason for the request, and whether our support team has had a reasonable opportunity to investigate and resolve the issue.

Device incompatibility

The eSIM cannot be used because the device is not eSIM-compatible or is carrier-locked.

Trip cancellation

Your travel plans changed and the eSIM has not been activated or used.

Unresolved connection issue

The service did not work as intended and the issue could not be resolved after troubleshooting.

Refunds for an incompatible or locked device

Before purchasing, customers should confirm that their device supports eSIM and is not restricted by a carrier lock. An unused eSIM may still qualify for a refund when the following conditions are met:

• The request is submitted within 180 days of purchase.
• The eSIM has not been successfully installed, activated or redeemed.
• No mobile data, calls, texts or other plan benefits have been used.
• You provide the device model and any screenshots or information reasonably required to verify the issue.

Refunds after a trip cancellation

If your trip is cancelled or you no longer need the eSIM, a full refund may be available when all of the following conditions are met:

• The eSIM was purchased directly from ByteSIM.
• The refund request is submitted within 180 days of purchase.
• The eSIM has not been activated, redeemed or used.

If the eSIM has already been activated or partially used, we will review the remaining validity, usage and circumstances of the request. A partial refund or another reasonable solution may be offered where appropriate.

Refunds for unresolved connection issues

If an eSIM does not work because of a ByteSIM or underlying network-provider issue, please contact us as soon as possible while the plan is still valid. Our support team will first try to restore the connection.

Before a refund can be reviewed

• Contact ByteSIM support and provide your order number.
• Share the device model, location, screenshots and any requested network settings.
• Follow reasonable troubleshooting instructions, such as checking roaming, APN settings or network selection.

How the refund amount is determined

• If the eSIM never connected and the issue cannot be resolved, a full refund may be issued.
• If the eSIM worked for part of the service period or some benefits were used, a partial refund may be based on the unused portion.
• If an alternative eSIM, network resource or replacement resolves the issue, no additional refund may be necessary.

Situations that are normally not refundable

• Expired plans or unused data: Remaining data or benefits are not refundable after the plan’s validity period ends.
• No opportunity to troubleshoot: A request may be declined if a service issue is reported only after the plan expires or if support was not given a reasonable opportunity to investigate.
• Change of mind after use: An activated or used eSIM is not normally eligible for a full cancellation refund unless a verified service problem remains unresolved.
• Third-party verification: ByteSIM does not guarantee app registration, OTP delivery or account verification for services such as WhatsApp, TikTok, Uber, banking platforms or other third-party applications when mobile data itself works normally.
• Indirect or external costs: We do not reimburse backup SIM cards, roaming charges, hotel phones, replacement devices, lost business, travel expenses or other costs outside the amount paid to ByteSIM.
• Fraud, abuse or policy violations: Refunds may be denied where there is evidence of fraudulent payment, misuse, refund abuse, chargeback abuse or a material breach of our terms.
• Store credit: ByteSIM account credit or promotional credit is not redeemable for cash unless required by applicable law.

Requests that do not fit the categories above may still be reviewed on a case-by-case basis. Any approved refund will not exceed the amount actually paid for the affected ByteSIM product.

How to request a refund

1. Contact us at service@bytesim.com or through 24/7 WhatsApp support.
2. Provide the order number and the email address used for the purchase.
3. Describe the reason for the request and include relevant screenshots, device details and travel dates.
4. For connection problems, work with our team to complete reasonable troubleshooting before the refund decision.

Refund method and processing time

1. Request receivedWe review the order, usage and supporting information.

2. TroubleshootingTechnical issues are checked before a final decision is made.

3. Refund approvedThe refund is submitted to the original payment method.

4. Funds receivedYour bank may take 1–15 business days to post the funds.

• ByteSIM does not charge a cancellation or refund processing fee for an approved refund.
• Refunds are normally returned to the original payment method.
• Store credit may be offered as an alternative only with the customer’s agreement.
• Bank processing times may vary because of weekends, public holidays, payment networks and local banking procedures.