Refund Policy

At Apollo eSIM, we are committed to providing reliable connectivity and a positive customer experience. If you experience an issue with your purchase, we will review your request fairly and determine the appropriate resolution in accordance with this Refund Policy.

1. Refund Eligibility

You may be eligible for a refund if all of the following conditions are met:

• The eSIM was purchased directly through the official Apollo eSIM website or mobile application.
• The refund request is submitted within 30 days of the purchase date.
• The eSIM has not been installed or activated.
• No data or other service included in the plan has been used.
• The purchase can be verified using a valid order confirmation or receipt.

Once an eSIM has been installed or activated, or any data or service has been used, the purchase is generally non-refundable, except as expressly stated in this Refund Policy or where required by applicable law.

Submitting a refund request does not guarantee approval. All refund requests are reviewed individually based on this Refund Policy and the specific circumstances of the request.

2. Technical or Service Issues

If you experience a technical issue that prevents your eSIM from functioning properly, please contact Apollo eSIM Customer Support as soon as possible. Our support team will investigate the issue and provide a reasonable opportunity to troubleshoot and resolve it before determining whether a refund is appropriate.

If Apollo eSIM determines that the issue was caused by Apollo eSIM or one of its network partners and cannot be resolved within a reasonable timeframe, you may be eligible for a partial or full refund, depending on the nature of the issue, the amount of service used, and the unused portion of the plan.

To assist with our investigation, you may be asked to provide:

• Your order number.
• Your device model and operating system version.
• Screenshots of your device settings or any error messages.
• A description of the issue.
• Details of any troubleshooting already performed.
• Any other information reasonably required to investigate the issue.

Failure to provide the requested information or cooperate with reasonable troubleshooting may affect your eligibility for a refund.

3. Incompatible or Carrier-Locked Devices

Customers are responsible for confirming before purchase that their device supports eSIM technology and is unlocked for use with other mobile networks.

A refund request relating to an incompatible or carrier-locked device may be considered only if:

• The eSIM has not been installed or activated.
• No data or service has been used.
• The request is submitted within 30 days of the purchase date.
• Sufficient evidence is provided demonstrating that the device is not eSIM-compatible or is carrier-locked.

Apollo eSIM is not responsible for incorrect compatibility information provided by a device manufacturer, mobile carrier, retailer, or other third party.

4. Non-Refundable Circumstances

Unless otherwise required by applicable law or expressly stated in this Refund Policy, refunds will not be provided in the following circumstances:

• The purchase relates to an unlimited plan.
• The eSIM has been installed or activated, or any data or service has been used.
• The customer purchased the wrong destination, region, plan, validity period, or data allowance.
• The customer changed or cancelled their travel plans.
• The customer's device does not support eSIM technology.
• The customer's device is carrier-locked or network-locked.
• The customer is outside the plan's supported coverage area.
• The issue results from incorrect device settings, failure to follow activation or installation instructions, software modifications, device restrictions, or misuse.
• The customer did not contact Apollo eSIM Customer Support or did not allow a reasonable opportunity to troubleshoot the issue.
• The customer violated Apollo eSIM's Terms of Service.
• The refund request is submitted more than 30 days after the purchase date.
• The customer deletes or removes the eSIM from their device before Apollo eSIM has completed troubleshooting or the refund review process, preventing verification of the reported issue or restoration of the eSIM where applicable.

5. Purchases Made with a Discount or Promotional Code

Purchases made using a valid discount or promotional code remain eligible for review under this Refund Policy.

If an eligible purchase is approved for a refund, the refund amount will not exceed the amount actually paid after the discount or promotional code was applied. The value of any discount, promotion, coupon, or promotional code is not refundable and cannot be exchanged for cash or credit.

Apollo eSIM reserves the right not to reissue or restore promotional codes after a refund has been processed.

6. Duplicate or Accidental Purchases

If you accidentally purchase the same eSIM or plan more than once, please contact Apollo eSIM Customer Support as soon as possible.

A duplicate or accidental purchase may be eligible for a refund after verification, provided that the additional eSIM or plan:

• Has not been installed, activated, or used; and
• Is reported within 30 days of the purchase date.

7. How to Request a Refund

To request a refund, please contact Apollo eSIM Customer Support at support@apolloesim.com and include:

• Your order number.
• The email address used for the purchase.
• A clear description of the issue or reason for your request.
• Any relevant screenshots, error messages, or supporting documentation.

Providing complete and accurate information will help us review your request more efficiently.

8. Refund Method and Processing Time

If your refund request is approved, the refund will be issued to the original payment method used for the purchase and in the same currency as the original transaction. Refunds cannot be issued to a different payment method or account.

Please allow up to 10 business days for the refunded amount to appear in your account. Processing times may vary depending on your bank, card issuer, payment provider, or financial institution.

Apollo eSIM is not responsible for delays caused by financial institutions or payment providers, or for differences resulting from exchange rates, bank charges, or third-party fees.

9. Payment Disputes and Chargebacks

Before initiating a chargeback or payment dispute with your bank or payment provider, we encourage you to contact Apollo eSIM Customer Support so we can investigate and attempt to resolve the issue.

If a chargeback or payment dispute has already been initiated, Apollo eSIM may be unable to process a separate refund while the dispute remains under review by the payment provider.

When responding to a payment dispute, Apollo eSIM may provide relevant order, activation, usage, troubleshooting, and customer support records to the payment provider, card network, or issuing bank as evidence supporting the transaction.

Nothing in this Refund Policy limits any rights you may have under applicable law or under the rules of your card issuer or payment provider.

10. Fraud Prevention

Apollo eSIM reserves the right to refuse any refund request that is fraudulent, abusive, misleading, submitted in bad faith, or intended to circumvent this Refund Policy or Apollo eSIM's Terms of Service.

Apollo eSIM may request additional information to verify a customer's identity, purchase, device, activation status, usage history, or the legitimacy of a refund request before making a final decision.

11. Changes to This Refund Policy

Apollo eSIM may update this Refund Policy from time to time. Any revisions will be published on the official Apollo eSIM website together with the updated Effective Date.

Unless otherwise required by applicable law, the version of this Refund Policy in effect at the time of purchase will apply to that purchase.