Refund Policy | Viasimo

1. Important Notice Regarding Digital Content

Viasimo acts as an intermediary that connects independent Vendors with Users. Unless Viasimo is explicitly identified as the Seller for a specific product, Digital Content made available on the Platform is offered by independent Vendors, and the contract of sale is concluded directly between the User and the respective Vendor.

Due to the nature of Digital Content, such as eSIM data profiles and other digital products, purchases are generally non-refundable once the Digital Content has been delivered, revealed, accessed or activated.

In accordance with applicable consumer protection laws relating to digitally supplied content, the right of withdrawal may be lost once performance of the contract has begun and access to the Digital Content has been granted, provided that the User has consented to immediate delivery where applicable.

2. Eligibility for Refunds

Once an eSIM has been installed on a device, Viasimo does not offer change-of-mind refunds or cancellations. Every eSIM is Digital Content delivered electronically, in full, within seconds of purchase, and cannot be resold once issued.

Before installation, we will consider a refund as a goodwill measure. See Uninstalled eSIMs below.

This does not affect your statutory rights. Where an eSIM is faulty, never delivered, or materially different from its description, you are entitled to a remedy under applicable consumer protection law, and Viasimo will provide one. Those cases are set out below.

Viasimo acts primarily as an intermediary connecting Users with independent Vendors. Unless Viasimo is explicitly identified as the Seller, refund decisions may depend on the Vendor’s obligations and applicable law.

Uninstalled eSIMs

If you have not yet installed your eSIM on a device, you may request a refund from your Viasimo account, on the order in question. This is offered voluntarily and is not a statutory right: by requesting immediate delivery at checkout you acknowledged that your right of withdrawal ends once the eSIM is delivered to you.

How it works:

You submit the request from your account. Submitting a request does not cancel the order by itself.
We check whether the eSIM is still uninstalled. If it has been installed or used, the request will normally be declined.
Where a refund is approved, we return the amount you paid less the payment processing fee charged by our payment provider when you bought. That fee is not returned to us when we refund you, so it cannot be passed back. The exact amount is shown to you when the refund is made.
We email you once your request has been reviewed.

When refunds or replacements may be considered

Refunds or replacements may be reviewed in limited circumstances, including:

Invalid or Defective Digital Content
Where a digital code, activation credential, or eSIM profile is proven to be invalid, previously used, or technically defective at the time of delivery.
Product Not as Described
Where the Digital Content materially differs from the product description provided on the Platform.
Non-Delivery
Where the Digital Content was not delivered due to a confirmed technical or system error.
Legal Requirements
Where a refund or remedy is required under applicable consumer protection laws.

When refunds are not available

Refunds are not granted in situations such as:

Accidental purchases where the eSIM has already been installed;
Incompatibility caused by incorrect region selection, device type, account configuration, or platform restrictions, unless the description was misleading;
Change of mind after the eSIM has been installed or activated;
Limitations or performance issues caused by third-party services or network providers beyond the control of Viasimo

All refund requests are reviewed on a case-by-case basis and may require verification before a decision is made.

3. Limitation of Liability

To the maximum extent permitted by applicable law, Viasimo is not liable for any indirect, incidental, or consequential damages arising from the sale of Digital Content by Vendors. Our liability is limited to the amount paid for the specific transaction, unless otherwise required by mandatory law.

4. Governing Law

This Return Policy and any disputes related to it are governed by applicable law.