Cancellations and refund policy

1. Contact and scope

Email hello@mytripsim.com or open a ticket from your account. Include the order reference, purchase email and a brief explanation. Never send full card numbers, CVC, passwords or the installation QR.

This policy explains incident handling. It does not replace mandatory legal rights. Your outcome does not depend solely on our supplier's wholesale refund policy.

2. Before payment or while pending

You may change or abandon the cart before payment. A payment session does not prove that an order was charged. The site may cancel an abandoned attempt after five minutes of inactivity according to its status.

Contact us about an authorization, duplicate charge or discrepancy between your bank and order before paying again. Pending authorizations may require release by your bank and are not necessarily completed charges.

3. Confirmed payment without delivery

We review payment confirmation, profile issuance and delivery to the supplied email. Where possible, we may complete delivery or correct access after verification. If the contracted service cannot be supplied, the remedy or refund due under the contract and applicable law applies.

There is no universal instant-preparation or delivery guarantee. This does not allow indefinite delay or avoidance of a legally required refund.

4. Technical problems and conformity

Contact us promptly about installation or connectivity problems in a covered destination. Provide your exact device model and variant, country, timing and error message. Hide credentials and financial information in screenshots.

We may review configuration, compatibility, coverage, status and usage and request reasonable checks. Do not delete the profile during review unless instructed: some installations cannot be repeated.

The appropriate solution may involve support, correction, replacement, price reduction or refund. Reasonable cooperation does not remove legal deadlines or rights.

5. Purchase errors, cancelled trips or incompatible devices

Tell us whether the eSIM has been installed or used. Change-of-mind, cancelled-trip and purchase-error requests are reviewed individually, considering installation, activation, usage and product conditions. We do not offer a general commercial return period or automatic approval of these requests.

Incompatibility caused by incorrect product information is not automatically treated as the customer's mistake. Installation or use does not by itself exclude a non-conformity claim.

6. Withdrawal and consumer rights

Some jurisdictions provide a withdrawal period for distance purchases, with specific rules and exceptions. If applicable, send an unambiguous withdrawal statement to hello@mytripsim.com identifying the order. You need not give a reason where the law does not require one.

Issuing a QR, accepting general terms or installing a profile is not described here as an automatic waiver. Early service performance and its effects must be disclosed and requested under the requirements applicable to the contract and law.

7. Processing a refund

We review the request and explain the decision and reason. When a refund is due, we communicate the amount and method and respect applicable legal deadlines and payment conditions. The time for it to appear in your account can depend on the bank or payment method; we do not promise an unverified fixed banking period.

Legally due refunds are not replaced by store credit without the required basis or agreement. Undisclosed or unlawful deductions are not imposed. Contacting support does not waive applicable bank-dispute rights or deadlines.

An approved refund uses the affected units’ originally charged amount and currency, without reconverting at the website’s current exchange quote. Currency conversion between your bank and account or issuer fees may be treated separately outside MyTripSim.

8. Optional request format

• Subject: order review or withdrawal, as appropriate.
• Order reference and purchase email.
• Plan concerned and purchase date.
• Request: support, cancellation, charge review, withdrawal or another remedy.
• Problem description and installation or usage status when relevant.

Provide only necessary information. This optional format does not restrict other valid ways to exercise a legal right.