Digital Product Policy

HesaTravel eSIMs are digital products delivered electronically. Because an eSIM may become usable once delivered, refund eligibility depends on its delivery, installation, activation, and usage status.

Eligible Refund Situations

A refund may be considered where the purchased eSIM cannot reasonably be provided or used due to an issue attributable to the service, subject to verification.

• Payment was completed but the eSIM was not successfully delivered.
• The eSIM is confirmed to be technically unusable despite meeting the stated requirements.
• A duplicate order was accidentally processed and has not been used.
• Another verified service issue prevents reasonable use of the purchased plan.

Non-Refundable Situations

A refund may not be available when an issue results from circumstances outside the service itself.

• Device does not support eSIM technology.
• Device is carrier-locked or restricted by its regional configuration.
• The wrong destination or plan was purchased.
• The eSIM has already been successfully activated or substantially used.
• Incorrect device or installation settings are responsible for the issue.
• The customer changes travel plans after successful delivery or activation.

Technical Issues

If your eSIM does not work as expected, please contact support before requesting a refund so the issue can be reviewed.

• Confirm that the device supports eSIM.
• Check that the device is unlocked where required.
• Verify that the selected destination is supported.
• Follow the supplied installation and activation instructions.
• Check mobile data and network settings where applicable.

How to Request a Refund

Refund requests should include enough information for the order and service issue to be identified and reviewed.

Refund Review

Each request is reviewed based on the order status, eSIM delivery status, activation or usage status, technical information, and applicable consumer protection requirements.

Additional information may be requested when necessary to verify the issue and determine the appropriate resolution.

Approved Refunds

When a refund is approved, the refund is normally processed through the original payment method where supported by the applicable payment provider.

The time required for the refunded amount to appear may vary depending on the payment provider, financial institution, and transaction processing conditions.

Consumer Rights

This policy does not limit any mandatory rights or remedies that may apply to consumers under applicable laws and regulations.

Where local consumer protection law provides additional rights, those rights remain applicable to the extent required by law.