Refund Policy

Last updated: June 2026

Flash Global SIM ("we," "us," "our") sells eSIM products supplied by our telecom operator partners. Because eSIM profiles are digital products that can be copied, shared, or redistributed once delivered, our refund policy is necessarily stricter than a typical physical or consumable e-commerce product. By purchasing from us, you ("Buyer") acknowledge and agree to the terms below, in addition to any policies set by our telecom operator partners.

1. General Rule

Once an order is placed and the eSIM (QR code or activation details) has been issued to the Buyer, the purchase is final and non-refundable, except where the eSIM suffers a genuine technical fault as described in Section 2 below.

This applies regardless of whether the eSIM has been installed, activated, partially used, or left completely unused. We are unable to verify after delivery whether an eSIM profile has been copied, transferred, or distributed to another device, which is why we cannot offer discretionary refunds for unused or partially used products outside of a confirmed technical fault.

2. Refunds for Genuine Technical Faults

Buyer may be eligible for a partial refund if the eSIM fails to function as intended, or stops functioning properly during its validity period, due to a genuine product malfunction, network issue, or other technical fault attributable to us or our telecom operator partner — provided all of the following conditions are met:

1. Report within 48 hours. Buyer must contact us to report the technical fault within 48 hours of the issue first occurring. Reports made after this window will not be eligible for a refund.
2. Before expiry. The refund request must be made before the eSIM's expiry date. No refund request will be entertained on or after the expiry date, regardless of when the fault occurred or was reported.
3. Cooperate with troubleshooting. Buyer must cooperate fully with the troubleshooting steps provided by our support agent. If Buyer is uncooperative, unresponsive, or does not complete the requested steps, a refund may be declined.
4. Unresolved within 24 hours. If we are unable to resolve the issue within 24 hours from the time Buyer first initiates contact, Buyer becomes eligible for a partial refund as described below.

How the Partial Refund Is Calculated

Where a refund is approved under this section, the refund will be prorated based on the unused portion of data and/or validity days remaining at the time the fault occurred, as reasonably determined by us using account/usage records. For example, if 70% of the data allowance or validity period remained unused at the time of the fault, the refund will reflect approximately that proportion of the purchase price.

We will always attempt to troubleshoot and resolve the issue first. A refund is only considered once troubleshooting has been completed and the fault confirmed as unresolved within the timeframes above.

3. Refund Ineligibility

Regardless of usage status, the following are not eligible for any refund:

• Change of mind. If Buyer no longer wants or needs the eSIM purchased, no refund will be given.
• Incorrect purchase. It is Buyer's responsibility to confirm the eSIM is supported in the intended country or region before purchase. Supported countries/regions are stated in the product listing.
• Unsupported or locked device. It is Buyer's responsibility to confirm their device supports eSIM technology and is not carrier-locked.
• Incorrect setup. It is Buyer's responsibility to follow the setup instructions provided. Once an eSIM is installed and activated, it is considered used, and no refund will be given — even if data remains unused — unless a technical fault is confirmed under Section 2.
• Failure to notify within the required window. If Buyer does not report a fault within 48 hours, or reports it on or after the eSIM's expiry date, we are unable to investigate or grant a refund.
• Damage caused by Buyer. This includes, without limitation, deleting the eSIM profile, manually removing or resetting the profile, or otherwise invalidating the product before usage is complete.
• Fraud or violation of terms. We reserve the right to refuse any refund where there is evidence of fraud, abuse, resale, or violation of our Terms and Conditions.

4. How to Request a Refund

1. Contact our support team at [insert support email/channel] within 48 hours of the fault occurring, and before the eSIM's expiry date.
2. Provide your order number, device model, and a description of the issue.
3. Cooperate with the troubleshooting steps provided by our agent.
4. If the issue remains unresolved after 24 hours from your initial contact, our team will assess your eligibility for a prorated partial refund under Section 2.

5. Refund Method

Approved refunds will be issued to the original payment method used at checkout. Processing times may vary depending on your card issuer or payment provider.

6. Case-by-Case Review

Any circumstance not explicitly addressed in this policy will be reviewed by our team on a case-by-case basis. Submitting a request does not guarantee a refund will be granted.

7. Operator Partner Policies

In addition to this policy, Flash Global SIM is also bound by the terms and policies set by the telecom operator partners whose products we sell. Where there is a conflict, the stricter of the two policies will apply.

By completing a purchase, Buyer confirms they have read, understood, and agreed to this Refund Policy.