Refund Policy

Last updated: January 1, 2026

1. Refund Eligibility

We want you to be satisfied with co:sim services. If you need a refund, please note the following conditions:

✓ Eligible for Refund

  • Request within 7 days of purchase
  • eSIM not yet activated (not connected to destination network)
  • QR code not scanned or installed
  • Global Prepaid balance top-up (unused balance)

✗ Not Eligible for Refund

  • eSIM already activated (connected to network and used data)
  • More than 7 days since purchase
  • Device incompatibility (please check device compatibility before purchase)
  • User error (e.g., accidentally deleting eSIM)
  • Used Global Prepaid balance (including calls, SMS, data)
  • Data packages already purchased and used

2. Product-Specific Refund Terms

Data Only Plans

  • Uninstalled or installed but not activated eSIM: Full refund within 7 days
  • Activated eSIM: No refund available
  • Additional data for reloadable eSIMs: Non-refundable once added

Global Prepaid

  • Unactivated new card: Full refund within 7 days
  • Balance top-up refund:
    • Only the most recent top-up is eligible for refund
    • A 5% administrative fee will be charged
    • Refund will be returned to the original payment method
  • Data packages: Effective immediately upon purchase, non-refundable
  • Used services (calls, SMS, data): Non-refundable

3. How to Request a Refund

If you're eligible for a refund, follow these steps:

  1. Contact our support via email (support@cosim.io) or WhatsApp
  2. Provide your order number or account email
  3. Explain the reason for refund
  4. Wait for our support team to review (usually within 1-3 business days)

We'll process your request promptly and notify you of the result via email.

4. Refund Processing Time

Once approved, we'll process your refund immediately. Depending on your payment method, the refund may take:

  • Credit/Debit Cards: 5-10 business days
  • PayPal: 3-5 business days
  • Apple Pay / Google Pay: 5-10 business days
  • Alipay / WeChat Pay: 3-7 business days

Note that actual processing time depends on your bank or payment provider.

5. Partial Refunds

We generally don't offer partial refunds. However, we may consider partial refunds in these cases:

  • Unused portion of Global Prepaid balance (minus used amount and fees)
  • Service issues caused by our technical problems

6. Special Circumstances

We may consider refunds or compensation in these special circumstances:

  • Duplicate charges due to our system error
  • eSIM installation or usage issues caused by our technical problems
  • Major events in destination country (war, natural disaster) preventing travel
  • Other situations deemed reasonable by our support team

Note that special circumstances require supporting documentation.

7. Refund Method

Refunds will be processed as follows:

  • Returned to original payment method (credit card, PayPal, etc.)
  • If original method unavailable, we'll contact you for alternatives
  • Global Prepaid users can opt to receive refund as account balance

8. Dispute Resolution

If you disagree with our refund decision, please contact our support team to appeal. We'll carefully consider each appeal and respond within 5 business days.

If you're still unsatisfied, you may file a complaint with your payment provider or consumer protection agency.

9. Contact Us

If you have any refund questions, contact us:

  • Email: support@cosim.io
  • WhatsApp: 24/7 Support

For more questions, see our FAQ page.