PrimeSIM Refund & Cancellation Policy

At PrimeSIM, customer satisfaction and reliable mobile connectivity are our top priorities. We stand behind our service with a transparent 100% Money-Back Guarantee to ensure you are fully protected against technical activation failures.

Quick Policy Summary

  • 100% Full Refund: If your eSIM fails to install, activate, or connect to the network due to technical issues, and zero (0) data has been used.
  • Non-Refundable: Once the eSIM is successfully activated, connected to the network, and mobile data usage has started.

1. 100% Money-Back Guarantee (Refund Eligible)

You are entitled to a 100% Full Refund under the following conditions:

  1. Network or Activation Failure: Your eSIM cannot be installed or connected to supported network operators (Jazz, Zong, Telenor) due to a technical error, AND 0 MB of data has been consumed.
  2. Order Cancellation Before Scan: You request a cancellation within 14 days of purchase BEFORE scanning or activating the QR code on any device.
  3. Unresolved Support Issue: You contacted PrimeSIM support within 24 hours of connection failure, completed basic troubleshooting steps, and our technical team could not resolve the connection.

2. Non-Refundable Scenarios

Refunds WILL NOT be issued under the following circumstances:

  1. Data Usage Started: Once the eSIM is activated, successfully connects to the network, and mobile data transfer (> 0 MB) has taken place on your device.
  2. Incompatible or Locked Device (After Scan): If you purchase an eSIM for a device that does not support eSIM or is locked to a specific carrier, and the QR code has already been scanned.
  3. Expired Validity Period: If your data plan has naturally expired past its validity period (e.g., 30 days or 90 days after activation).
  4. Local Coverage & Congestion: Temporary signal slowdowns due to physical obstructions or temporary local carrier network congestion where general service is working.

3. Refund Conditions Matrix

Condition 1: eSIM fails to connect & 0 MB used

  • Status: 100% Full Refund
  • Details: Verified by support team after troubleshooting log check.

Condition 2: eSIM activated & data consumed (> 0 MB)

  • Status: Non-Refundable
  • Details: Service delivered and data package consumed on device.

Condition 3: Incompatible device (Un-scanned QR code)

  • Status: 100% Full Refund
  • Details: Requested within 14 days of purchase before scanning.

Condition 4: Incompatible device (Scanned QR code)

  • Status: Non-Refundable
  • Details: Customer responsibility to check compatibility prior to scanning.

Condition 5: Trip cancelled before scanning QR code

  • Status: 100% Full Refund
  • Details: Full refund processed to original payment method.

4. Technical Support & Verification

Before issuing a refund for a non-working eSIM, our technical team must verify the connection issue:

  1. Contact Us Promptly: Message our WhatsApp Helpdesk or email  while in the coverage area.
  2. Provide Screenshots: Share screenshots of your phone settings showing:
    • eSIM line turned ON
    • Data Roaming toggled ON
    • Access Point Name (APN) settings
    • Error message displayed (if any)

If our network team confirms that the eSIM cannot connect due to a system issue, your 100% refund will be processed immediately.

5. How to Request a Refund

Step 1: Submit Request

Send your Order Number and a brief explanation of the issue to  or WhatsApp support.

Step 2: Verification

Our team verifies carrier logs to confirm activation status and zero data usage.

Step 3: Refund Processed

Upon approval, your refund will be returned to your original payment method within 1 to 5 business days.

6. Support Contact Information

If you need any assistance with your eSIM installation or refund request:

  • WhatsApp Support: Available 24/7 for instant troubleshooting
  • Email Support: