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This Refund Policy explains when you're entitled to a refund or replacement eSIM from Maxesimo Ltd, and how to request one. It forms part of our Terms of Service.

1. When you're entitled to a refund or replacement

You may request a refund or a replacement eSIM if your eSIM fails to install or function correctly due to a technical issue that is attributable to Maxesimo or our network partners. In most cases, we will first offer you a replacement eSIM to resolve the issue before processing a refund.

2. Time limit for refund requests

Refund requests must be submitted within 30 days of your purchase date, and only where activation has proven impossible after reasonable troubleshooting. We ask that you work with our support team during this process, as your cooperation helps us identify and resolve the issue as quickly as possible.

3. What isn't covered

We're unable to offer refunds in the following situations:

  • Unused data remaining after your plan's validity period has expired
  • Failed activation caused by a device that is not eSIM-compatible or is carrier-locked
  • An eSIM that has been deleted from your device after activation
  • Poor network performance caused by factors outside our control, such as local infrastructure or government restrictions
  • External costs you may incur as a result of a connectivity issue, such as alternative SIM cards, phones, or third-party providers
  • Purchases found to be fraudulent, abusive, or in breach of our Terms of Service

4. Digital content and cancellation rights

As our eSIM plans are digital content delivered immediately upon purchase, standard cancellation or "cooling-off" periods that apply to physical goods in some countries do not apply once your eSIM has been installed or activated. This reflects the digital content exceptions found in consumer protection laws in the UK, the EU, and many other jurisdictions worldwide. By completing your purchase, you acknowledge that you consent to immediate delivery of your eSIM and accept that this may affect any right to cancel that would otherwise apply in your country.

5. How to request a refund

To request a refund or replacement, please get in touch through our Contact page, or email us at support@maxesimo.com, with your order number and a description of the issue you experienced. We may ask for additional information, such as screenshots or details of the troubleshooting steps you've already tried, to help us resolve your request as quickly as possible.

6. How refunds are processed

Approved refunds are returned to your original payment method. Processing times may vary depending on your card provider or bank, and can take several business days to appear on your statement after we've confirmed the refund.

7. Changes to this policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with a revised "Last updated" date.

8. Contact us

If you have any questions about this Refund Policy, please reach out through our Contact page or email us at support@maxesimo.com.