Last updated: 27.03.2026
1. General Information
This Refund Policy applies to all purchases made through esimvibe.io and is operated by:
GeneralAtomicos OÜRegistration number: 16861460Harju maakond, Lääne-Harju vald, Paldiski linn, Kivi tn 1-2, 76805, EstoniaEmail: [email protected]
Our services involve the delivery of digital products (eSIM profiles and data plan activations). Due to the nature of digital goods, and in accordance with Article 16(m) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply once an eSIM profile has been delivered and the customer has expressly consented to immediate delivery at the time of purchase.
This policy sets out the specific circumstances in which refunds may be granted, and the procedure for requesting them.
2. Device Compatibility
Customers are responsible for verifying that their device is eSIM-compatible and carrier-unlocked before completing a purchase. Guidance on compatible devices is available on our website.
Refunds will not be provided where an eSIM profile cannot be installed or activated due to device incompatibility, a locked device, or an outdated operating system, as these are factors within the customer's control.
3. EU Right of Withdrawal
Under the EU Consumer Rights Directive, consumers ordinarily have the right to withdraw from a digital content purchase within 14 days without giving a reason.
By completing a purchase on esimvibe.io, you expressly request that we begin delivery of your eSIM profile immediately, and you acknowledge that your right of withdrawal is lost once the eSIM profile has been delivered to your account or email address.
If you have purchased a plan but the eSIM profile has not yet been delivered to you, you may cancel your order within 14 days and receive a full refund by contacting us at [email protected] before delivery takes place.
4. Eligibility for Refunds
A refund may be granted in the following circumstances:
The eSIM profile was not delivered due to a technical fault on our side, and the issue cannot be resolved within a reasonable time
The eSIM profile was delivered but cannot be activated, and our support team has confirmed the fault lies with our system or network partner
A duplicate charge occurred due to a payment processing error
The plan purchased is materially different from what was described on the product page
For unactivated plans, refund requests must be submitted within 30 days of purchase.
For confirmed technical failures occurring after activation, requests must be submitted within 48 hours of the issue, accompanied by supporting evidence (screenshots, error messages, or support logs). The original 1-hour window has been extended to 48 hours to give customers reasonable time to document and report issues.
In all cases, customers must first cooperate with our support team to attempt resolution before a refund is considered. We reserve the right to offer a replacement plan or credit in lieu of a monetary refund where this is a reasonable remedy.
5. Non-Refundable Cases
Refunds will not be issued in the following circumstances:
Device incompatibility or a locked/restricted device
Incorrect installation or user error during eSIM setup
Partial usage of a purchased data plan
Plans that have expired or where remaining data was unused at expiry
Failure to activate a plan within the stated activation window
Issues caused by the third-party carrier network (e.g. coverage gaps, speed limitations)
Promotional, discounted, or gifted plans, unless a technical fault is confirmed
6. Refund Procedure
To request a refund, please contact our support team at [email protected] with the following information:
Your full name and registered email address
Your order reference number
A description of the issue
Supporting evidence where applicable (screenshots, error messages)
We will acknowledge your request within 2 business days and aim to reach a resolution within 7 business days. Where additional investigation is required, we will keep you informed of progress.
Approved refunds will be returned to the original payment method. Processing times may vary depending on your bank or payment provider, but typically take 5–10 business days to appear.
7. Contact Us
For any questions regarding this Refund Policy, please contact us:
GeneralAtomicos OÜ Email: [email protected] Harju maakond, Lääne-Harju vald, Paldiski linn, Kivi tn 1-2, 76805, Estonia