Refund Policy

Effective Date: June 2025

At VoyeSim, we strive to deliver a reliable and satisfying connectivity experience. This Refund Policy outlines the conditions under which refunds may be issued for eSIM purchases made through our platform.

1. Refund Eligibility

Refunds may be considered under the following circumstances:

a) Uninstalled and Unactivated eSIMs: If you have purchased an eSIM but have not yet installed or activated it, you may request a full refund within 14 days of the purchase date. Once the eSIM has been installed on a device, the right to a refund under this provision is no longer available.

b) Technical Issues: If you have installed and activated your eSIM but are unable to use it due to a technical error on our part — such as a provisioning failure, activation error, or service issue attributable to VoyeSim or our infrastructure provider — you may request a refund or replacement. Such requests must be submitted within 30 days of the purchase date. VoyeSim reserves up to 10 business days to investigate and attempt to resolve the issue. A refund will be issued only if we are unable to resolve the problem within this period.

c) Partial Usage: If a refund is approved for an eSIM that has been partially used (some data consumed), only the unused portion of the plan will be refunded, calculated on a pro-rata basis.

2. Non-Refundable Situations

Refunds will not be issued in the following cases:

• The eSIM has been fully consumed (all data used or validity expired).
- The customer's device is not eSIM-compatible or is carrier-locked. It is the customer's responsibility to verify device compatibility before purchase.
- The customer purchased an eSIM for the wrong destination (e.g., selected the wrong country). We encourage customers to carefully review plan details before completing checkout.
- Connectivity issues caused by factors outside VoyeSim's control, including but not limited to: local network congestion, geographic coverage gaps in remote areas, device settings or configuration errors, or government-imposed restrictions.
- The customer simply changed their mind or no longer needs the plan after installation.
- Top-up purchases — all top-up transactions are final and non-refundable.

3. How to Request a Refund

To request a refund, please contact our support team through one of the following channels:

• Email: support@voyesim.com
- WhatsApp: Available via the chat button on our website
- Support form: Available in your VoyeSim account under Support

Please include the following information in your request:

• Your order number (e.g., VS-XXXXXXXX)
- The email address associated with your account
- A description of the issue, including any error messages
- Screenshots of your device settings showing the eSIM status (if applicable)

4. Investigation and Cooperation

VoyeSim may request additional information or ask you to perform troubleshooting steps to diagnose the issue. You agree to cooperate with our support team during the investigation. Please do not delete the eSIM from your device during this process, as it may be needed for diagnostics. Failure to cooperate may result in the refund request being denied.

5. Refund Processing

Approved refunds are processed as follows:

• Wallet payments: Refunded to your VoyeSim wallet balance within 1–2 business days.
- Card payments: Refunded to the original payment method within 5–10 business days, depending on your bank or card issuer.
- VoyeSim may, at its discretion, offer account credit instead of a monetary refund for certain situations.

6. Replacements

In cases where a technical issue prevents the use of an eSIM, VoyeSim may offer a replacement eSIM as an alternative to a refund. Replacements are provided at no additional cost and are subject to availability.

7. Partner and Reseller Purchases

If you purchased your eSIM through a VoyeSim partner or reseller, please contact that partner directly for refund requests. VoyeSim is not responsible for the refund policies of third-party resellers. Partners are encouraged to establish their own refund policies in alignment with these terms.

8. Disputes

If you believe a charge is incorrect, you may request a review within 30 days of the transaction by contacting support with details of the discrepancy. VoyeSim will review and respond within 10 business days.

9. Changes to This Policy

VoyeSim reserves the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. The policy in effect at the time of your purchase will apply to that transaction.

10. Contact

For refund inquiries, contact:
VoyeSim — EitmadTech LLC
Email: support@voyesim.com
United States of America