Our refund policy is designed to ensure customer rights and maintain service quality. Please read the following terms carefully:

1. Refund Conditions

Customers can request a refund in the following cases:

1. Technical Error from the eSIM System:

   • Unable to activate eSIM due to a provider error.
   • The eSIM cannot be activated or used after being checked by Support Center.

2. Service Not Activated:

   • Customers who have not activated and have not used the product within 8 days of purchase.

3. Package Confusion:

   • Customers who have purchased the wrong plan and have not activated it can request a cancellation and purchase a different plan.
   • e3Roaming sent the wrong plan that the customer purchased.

2. Cases Not Eligible for Refund

1. eSIM Successfully Activated:

   • If the eSIM has been activated and used (even partially in terms of data or time).

2. Error Due to Incompatible Device:

   • The customer is using a device that does not support eSIM or a network-locked phone.

3. Exceeds the deadline for refund request.:

   • More than 30 days have passed since the purchase date.

4. Providing incorrect information:

   • The purchase information provided is not accurate.

3. Refund Process

1. Contact Customer Support:
   Submit a refund request through the contact form on mypage.

   • Please provide the following information:
     • Order ID.
     • Reason for refund request.
     • Relevant evidence (e.g., screenshots of errors, device incompatibility, etc.).

2. Request Processing Time:

   • The request will be processed within 5–10 business days.
   • After the request is approved, the refund will be processed through the original payment method.

4. Refund Methods

1. Refund via Stripe:

   • The refund will be credited directly to the payment method used by the customer at the time of purchase (e.g., credit card or debit card).
   • Stripe will automatically process the refund transfer to the customer's account.

2. Refund Timeframe:

   • Once the refund request is approved, the money will be refunded via Stripe.
   • Refund FeeThe time to receive the refund will depend on the customer's bank, typically within 5–10 business days.

3. Refund Fee:

   • We do not charge any additional fees for refunds.
   • However, in some cases, Stripe may not refund the transaction processing fee (Stripe currently does not refund the initial processing fee).

4. Service Plan Change (if applicable):

   • If customers wish to switch to another eSIM plan of equal or higher value, we will adjust it directly in the system. 
   • Any price difference (if applicable) must be paid by the customer before activating the new plan.