Refunds, without the fine print.

1. Who we are and what this policy covers

This Refund Policy is published by ESIM FREE, a limited liability company organised under the laws of the State of the USA (“Esim Free”, “we”, “us”, “our”), and it forms part of the agreement between you and us whenever you purchase a plan at esimfree.io. We sell data-only unlimited-5G eSIM plans for use in the United Arab Emirates, provisioned over the E& and du networks. Everything we sell is a digital supply: there is no physical SIM card, no parcel, and no shop counter. Your purchase is delivered electronically as a personal eSIM installation QR code linked to your order, and the instant that QR code is issued is the delivery event on which this entire policy turns, because the underlying carrier profile is consumed from our inventory the moment it is generated and cannot be put back on the shelf.

Our current prices are 440 AED for the 1-month plan, 2,040 AED for the 6-month plan, and 2,880 AED for the 12-month plan. All prices are shown and charged in UAE dirhams (AED). Every card payment is processed securely by Stripe; we never see or store your full card number, and any refund we approve is returned through Stripe to the card you originally paid with. No VAT is added at checkout, on the basis that the seller is a United States supplier making a digital supply. If a price, fee, or tax treatment ever changes, the change applies only to purchases made after it is published here and never retroactively to a term you have already paid for.

2. Digital delivery: why the QR moment matters

Because an eSIM profile is single-use material issued by the carrier for one device, an issued QR code cannot be returned, restocked, or resold the way a physical good can. Once your code exists, we have irreversibly incurred the wholesale cost of your profile whether or not you ever scan it, activate it, travel to the UAE, or use a single megabyte. That commercial reality is why this policy draws a bright line at issuance: before your QR code is issued, your money has not yet been converted into carrier inventory and a refund is straightforward; after issuance, the sale is in substance final, subject only to the narrow windows described below. Payment alone does not complete delivery, issuance does, so an order that is paid but never fulfilled sits on our side of the line, not yours.

It follows that compatibility is your responsibility before you pay. eSIM installation requires an eSIM-capable, carrier-unlocked device, and you should verify compatibility on our coverage and compatibility pages before checkout. A device that turns out to be locked, incompatible, already at its eSIM limit, or replaced after purchase does not reopen a refund window that has closed at issuance, which is why we urge every customer to check first and to contact us at support@esimfree.io before paying if there is any doubt. Where we have genuinely failed to deliver, your payment succeeded but no QR code was ever issued, section 5 applies instead, and you are fully protected.

3. Monthly plan (440 AED): refundable only before QR issuance

The 1-month plan costs 440 AED and is refundable in full only if the eSIM QR code has not yet been issued for the order or renewal in question. If you contact us at support@esimfree.io before issuance, for example, you paid twice by accident, entered the wrong email address, or changed your mind within minutes of checkout, we will cancel the pending fulfilment and refund the full 440 AED to your original payment method via Stripe. Include your order reference in your message so we can locate the payment immediately; we acknowledge every request within 24 hours.

Once the QR code for a monthly period has been issued, that period is non-refundable, whether or not you install the profile, activate service, use any data, or remain in the UAE for the month. This applies equally to first purchases and to monthly renewals: each issued month is a consumed digital good. Cancelling a monthly subscription stops future renewals (see section 8) but never refunds the month already issued, and partial use, a week of travel instead of a month, a lost or replaced handset, or a switch to another provider, does not create a pro-rata entitlement on the monthly plan.

4. Six-month (2,040 AED) and twelve-month (2,880 AED) plans: pro-rata refunds at our discretion

The 6-month plan (2,040 AED) and the 12-month plan (2,880 AED) are single upfront payments for a discounted long term, not instalment contracts, and they cannot be terminated early as of right. If your QR code was never issued, you are entitled to a full refund of the amount paid on request, exactly as with the monthly plan. If the QR code has been issued and you ask to end a long term early, you may request a pro-rata refund, and we will consider it in our sole discretion, this is a goodwill concession, not an automatic entitlement, and each request is assessed on its facts, including how much of the term has elapsed, whether the line shows genuine use, and the reason given.

Where we grant a pro-rata refund, the amount is the price you actually paid minus the value of the consumed portion of the term and minus non-recoverable Stripe processing costs, so by way of illustration only, a 12-month plan at 2,880 AED ended after roughly two consumed months would refund significantly less than ten-twelfths of the price, because the consumed months are valued at the undiscounted monthly equivalent and the card fees on the original charge cannot be recovered from Stripe. Any approved amount is returned to the original card via Stripe within the timelines in section 7, and unused full months are never convertible to cash except through this discretionary process.

5. Failed delivery: you paid but no QR code arrived

Payment and fulfilment are separate steps, and on rare occasions they can come apart, typically because of a card authorization quirk, a mistyped email address, or a Stripe webhook delay. If no QR code reaches your inbox and your dashboard within 30 minutes of a successful payment, first check your spam folder and confirm the email address on the order, then write to support@esimfree.io with your order reference, the email address used at checkout, and the approximate time of payment. We acknowledge every such message within 24 hours and treat missing-QR reports as priority.

Where our records confirm that payment succeeded but no QR code was ever issued, you choose the remedy: we will either generate and deliver your QR code immediately or refund the full amount paid to the original card via Stripe. Claims under this section should be raised within 7 days of payment so that Stripe and carrier logs are still readily reconcilable; later claims are still investigated but may take longer. A duplicate charge for the same order, two Stripe authorizations but one QR code, is always refunded in full once verified, regardless of any other window in this policy.

6. How to request a refund

Every refund request starts with an email to support@esimfree.io from the address used at checkout. To avoid back-and-forth, include your order or subscription reference, the plan and amount paid, the last four digits of the card if shown on your receipt, and a short explanation of what happened and what you are asking for. Requests sent through any other channel, including the on-site chat widget, social media, or a message to your bank, are not refund requests until confirmed by email, because email gives both sides a timestamped record that Stripe will accept as evidence if a dispute later arises.

We acknowledge every refund email within 24 hours and give you a substantive decision as promptly as our investigation allows, and in any event within 5 business days of receiving everything we need from you. If your request is approved, the section 7 timelines run from the date of approval. If it is declined, we will explain which section of this policy applies and what evidence we relied on, and a declined refund request never affects your right to cancel future renewals under section 8.

7. How approved refunds are paid and how long they take

This part is shaped directly by how Stripe works, so there is no flexibility in it: every approved refund is issued to the original payment method only, the same card you paid with, via a Stripe refund against the original charge, and it reaches you as a card credit, never as cash, bank transfer, store credit, or crypto. We cannot redirect a refund to a different card or person even if the original card has since been replaced; in that case the issuing bank routes the credit to the replacement account automatically. Once we issue the refund in Stripe, the money leaves our account immediately, but your bank needs 5 to 10 business days to post it to your statement, so a refund approved on a Monday may quite normally appear the following week.

Partial and pro-rata refunds appear as partial credits against the original charge, and your Stripe receipt remains the proof of both the charge and the refund. Because all charges are in AED, customers paying with non-AED cards may notice small differences from exchange-rate movement between the charge and refund dates; that difference is applied by your card issuer, not by us, and sits outside the scope of this policy. If a posted refund has not appeared after 10 business days, reply to your approval email and we will supply the Stripe refund identifier (and, on request, evidence of issuance) so your bank can trace it.

8. Renewals, cancellation, and why cancelling is not a refund

All Esim Free plans are subscriptions that renew automatically through Stripe on each anniversary of your start date minus 2 days, so, for example, a monthly plan started on 10 March renews on 8 April, and a 12-month plan started on 10 March renews on 8 March the following year, unless you cancel first. You may cancel at any time, with no fee and no notice period: cancelling stops all future renewals, and the service you have already paid for stays fully active until the end of the current paid period. Your next renewal date is shown in your dashboard and on your Stripe receipts.

Cancellation and refund are different acts with different effects, and confusing them is the single most common source of disputes. Cancelling prevents the next charge; it does not refund the current or any past period, and a renewal that has already billed, with its fresh entitlement issued and the new period started, is not refundable simply because you meant to cancel earlier. If a renewal bills after you attempted to cancel, write to us at once under section 6 and we will check the timestamps; but a cancellation made after the anniversary-minus-2-days billing date takes effect from the following cycle, not retroactively.

9. Failed renewal payments, 48-hour retries, and late fees

If a renewal charge fails, most often because a card has expired, been replaced, or hit its limit, Stripe automatically retries the same payment method for 48 hours before giving up, and your service continues during the retry window wherever technically possible. A 50 AED late fee applies immediately when the renewal charge fails; the 48 hours are the retry window before service pauses. If all retries fail, the subscription lapses into suspension and service pauses until you update your payment method and the charge succeeds; any gap in service caused by an unsuccessful payment method is not compensable as a refund.

Any late fees, reinstatement charges, or interest that may apply to long-overdue subscription balances are disclosed in our Terms, and this Refund Policy should be read together with those Terms rather than as a standalone statement of fees. For the avoidance of doubt, a failed payment never creates a credit or refund in your favour, only an actually settled charge can later be refunded, and updating your card mid-cycle does not restart or extend the current paid period.

10. Orders placed with a referral discount

Our referral programme gives both the referrer and the referred friend 5% off, matched to the duration of the plan purchased, with no cap on the number of referrals. Where a refund is approved on a referral-discounted order, the refund is calculated on the discounted amount you actually paid, the 5% you never paid cannot be refunded to you, and any referrer-side benefit attached to the refunded purchase is withdrawn or reversed, so that a refunded sale never earns referral value for either side. The same principle applies in reverse: referral credit cannot be converted to cash, and it cannot be applied to increase a refund beyond the net amount charged to your card.

11. Chargebacks and payment disputes: please talk to us first

If something has gone wrong, emailing support@esimfree.io first will get your money back faster than filing a chargeback in almost every case: an approved Stripe refund credits you within the 5-to-10-business-day window in section 7, while a bank dispute typically freezes the amount for weeks or months and costs both sides dispute fees neither of us recovers. A chargeback is not a quicker refund button, and it does not pause this policy, it moves the decision from us to your bank under the card network’s rules, where outcomes turn on documentary evidence. For every order we retain, and will submit where needed, the complete evidence pack Stripe expects: the order record, the Stripe payment record, the QR issuance log proving delivery, and service-usage records showing whether the profile was installed and used.

Filing a dispute while a refund request for the same charge is still open may delay your refund, because Stripe forbids double recovery and we cannot refund a charge that is simultaneously under bank review; in that situation the bank’s decision controls. Accounts with an open dispute may have new purchases restricted until the dispute is resolved, and orders involving fraud, payment abuse, resale of QR codes in breach of our Terms, or deliberate evasion of the issuance line forfeit any refund eligibility. None of this affects verified non-delivery under section 5, which we refund without argument.

12. Governing law, changes to this policy, and how to reach us

This Refund Policy, and any dispute arising out of or connected with it or with your purchase, is governed by the laws of the USA, without regard to conflict-of-law principles. We may update this policy from time to time to reflect new plans, new fees, or new legal requirements; each version carries its publication date at the top of this page, and the version in force at the moment you paid for the term in question is the version that governs that term, changes never apply retroactively to already-paid periods.

For anything in this policy, a refund request, a cancellation problem, a duplicate charge, or simply a question before you buy, write to support@esimfree.io, including your order reference where you have one. We acknowledge every message within 24 hours. The seller for all purposes under this policy is ESIM FREE, whose full registered details will appear on your Stripe receipt and in our Terms.