Refund Policy
General Policy Overview
Due to the digital and non-reversible nature of eSIM products, all sales are considered final upon fulfillment. Customers are advised to carefully review product details, device compatibility, coverage, and usage requirements prior to purchase.
Exceptions may only be considered in cases of:
- Proven technical issues attributable to the service provider; or
- Failure of delivery or activation not caused by the customer.
I Eligibility
Refund requests are applicable only under the following conditions:
- Authorized Purchase: The eSIM must have been purchased directly from the HEY SIM official website or through authorized affiliates, agents, and partners.
- Technical Failure: If the eSIM was successfully scanned or installed but 0.0 KB of data was transmitted, a refund may be granted. This is provided that the device used is confirmed to be eSIM-compatible and the failure is on the network side.
- Purchase Timeline: Request must be initiated within 15 days of the original purchase date and must not exceed 2 months from the transaction date in the case of pre-scheduled activations.
Note: All requests are subject to internal investigation and approval by the HEY SIM technical team.
II Non-Eligibility
Refunds will not be issued in the following scenarios:
- Device Incompatibility: It is the sole responsibility of the customer to ensure their device is eSIM-compatible before purchase.
- Carrier-Locked Devices: No refunds will be issued if the device is locked to a specific network provider.
- Incorrect Region/Country: No refunds are applicable if the user attempts to install or use the eSIM in a country not covered by the purchased plan.
- Manual Deletion: No refunds will be granted if the user manually deletes the eSIM profile while data or validity days are still remaining.
- Expired Plans: No refunds or credits will be provided for unused data or services once the plan’s expiration date has passed.
- Change of Mind: Refund requests based solely on a change of mind are not eligible for refund once the eSIM has been successfully issued whether used or unused.
III Refund Process
1. Timeline
To be eligible for consideration, a refund request must be submitted within 15 days of receiving the QR code from HEY SIM or its authorized partners.
2. Contact Information
Email your request to heysim2025@gmail.com with the following information:
- Name of Customer
- Transaction / Order ID
- Date and Time of Purchase
- Availed Plan
- Description of your complaint / request
- Supporting Videos / Photos / Screenshot of any error messages
3. Settlement
Once the investigation is resolved and the refund is approved, the funds will be credited to the original payment method within 5 - 10 business days.
Privacy Policy
Data Protection & Security
1. Information We Collect
We collect personal information necessary to provide our eSIM services, including your name, email address, and order history. We may also collect technical data such as your device's EID or IMEI to verify compatibility and facilitate activation.
2. Use of Data
Your data is used strictly for:
- Processing your transactions and issuing eSIM QR codes.
- Providing technical support and troubleshooting.
- Communicating essential service updates and plan information.
- Verifying device compatibility for successful installation.
3. Data Security
We employ industry-standard encryption and security protocols to protect your information. Payment details are handled by secure, PCI-compliant payment gateways and are never stored directly on our servers.
4. Third-Party Disclosure
We do not sell or rent your personal information. Data may be shared with network service providers only as required to activate your eSIM and ensure service connectivity in your selected region.
By using our services, you agree to the terms outlined above.
Last Updated: May 11, 2026