Global Roaming SIM - Rückerstattungsrichtlinie

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In short: Contact us promptly if an eSIM cannot be delivered, installed or activated. Refunds are assessed against the plan state, usage, supplier findings, the cause of the issue and your mandatory consumer rights. Cancelling an eSIM in your account does not by itself create a cash refund.

1. Overview

This Refund Policy applies to eSIM plans purchased directly from Global Roaming SIM. It explains when a refund may be available, when it is not normally available, and what we need to investigate a request.

An eSIM is a digital product that can be issued immediately and may become usable, consumed or non-recoverable after delivery, installation or activation. For that reason, eligibility depends on the facts of the order rather than a universal no-questions-asked return period. Nothing in this policy restricts a refund, replacement or other remedy required by applicable law.

2. Before you purchase

Please check the following before paying:

the destination or region included in the plan;
the data allowance, validity period and event that starts validity;
whether the plan is data-only and whether hotspot, 5G or a phone number is included;
that your exact device variant supports eSIM and required network bands;
that the device is carrier-unlocked and can install another eSIM; and
any fair-use, speed, activation, refund or local-network condition shown for the plan.

If you are unsure, contact us before purchase. A model name alone may not confirm compatibility because device features can vary by country and original carrier.

3. When a refund may be available

After review, we may provide a full or partial refund, replacement or account credit where appropriate, including when:

you were charged more than once for the same intended order and did not receive distinct usable products;
we cannot deliver the purchased eSIM after payment, and the failure is attributable to us or our fulfilment supplier;
we supplied a materially different or unavailable plan because of our error;
a verified technical or supplier failure prevents installation, activation or use in the covered destination, despite reasonable troubleshooting, and the eSIM has not otherwise been successfully used; or
applicable law requires a refund or other remedy.

Where a quick replacement or technical correction can provide the purchased service, we may offer that remedy first unless the law entitles you to choose a refund.

4. When a refund is not normally available

Unless applicable law requires otherwise, a refund is not normally available where:

you changed your mind after the eSIM or activation details were delivered, installed, activated or used;
the device is locked, incompatible, lacks eSIM support or has reached its eSIM limit;
you selected the wrong destination, region, allowance, validity or device;
the eSIM was deleted, transferred unsuccessfully, shared, compromised or installed contrary to instructions;
the plan has expired, its data is fully or partly used, or the validity period started under the disclosed activation rule;
coverage or speed varies while the plan can access a supported network, including variation caused by location, buildings, congestion, device, network management or fair-use terms;
an app, VPN, website or internet-calling service is blocked or unavailable independently of the data connection;
you did not seek support or provide reasonable diagnostic information before deleting the eSIM or buying a replacement;
the request concerns calls, texts, data or roaming charges imposed by your primary carrier or another provider; or
there is evidence of misuse, resale, fraud, a false claim or breach of the plan or service terms.

5. Plan cancellation in your account

Some active plans may display a cancellation option when the supplier marks them as cancellable. Eligibility is plan-specific and can disappear after activation, use, expiry or a supplier status change. A cancellation charge may be shown before confirmation and may be deducted according to the account flow.

Cancellation is not the same as a monetary refund. A successful technical cancellation stops or changes the eSIM status with the supplier. It does not, by itself, promise that the purchase price will be returned to your payment method or account balance. Any monetary remedy is assessed under this policy and applicable law.

6. How to request a refund

Use our Contact Us page or an existing support ticket as soon as you discover the issue. A prompt report gives us and the supplier the best opportunity to inspect and correct the service.

Include:

your order number and the email address used for the order;
the affected destination and eSIM plan;
your exact device model and, if relevant, operating-system version;
when and where you installed, activated and attempted to use the eSIM;
a clear description of the problem and troubleshooting already attempted; and
non-sensitive screenshots of relevant settings or error messages if requested.

Never send your password, full payment-card details or a reusable eSIM QR code in a normal support message.

7. How we assess requests

We may check order and payment records, delivery status, eSIM lifecycle and usage information, supplier or network logs, device compatibility, support history and the plan terms shown at purchase. We may ask you to perform reasonable troubleshooting or provide further information.

We assess each affected item separately and will explain the outcome. If information needed to verify the issue is not provided, or the supplier data shows successful installation, activation or use, that may limit the remedy available.

8. Refund amount and method

A refund will not exceed the amount actually paid to Global Roaming SIM for the affected item. A promotional or discounted purchase is assessed using the discounted amount paid. Where part of the service was successfully delivered or used, a partial remedy may be appropriate if permitted by law.

Approved refunds are normally returned to the original payment method where technically possible. If that method cannot accept a refund, we may agree another lawful method or account credit with you. Taxes, processor charges and other components are handled according to applicable law and the payment method’s rules.

9. Processing time

We aim to review a complete request without undue delay. Complex technical cases may require evidence from the eSIM supplier or network before a decision can be made.

Once we initiate an approved refund, the payment processor, card network or bank controls when it appears in your account. That additional processing time varies by method and country and is outside our direct control.

10. Your mandatory consumer rights

This policy does not exclude or reduce any non-waivable consumer right or statutory remedy. Rules for digital content and immediate performance differ by country and may depend on what you agreed to at checkout and whether delivery, installation, activation or use had begun.

If local law gives you a stronger right than this policy, that law prevails. We may request information reasonably needed to establish the purchase, jurisdiction and remedy.

11. Chargebacks and payment disputes

Please contact us before opening a chargeback so we can investigate the order and, where appropriate, correct or refund it. A chargeback does not create an additional right to keep a refunded or successfully delivered service.

We may provide the payment processor with relevant order, delivery, usage and support records to respond to a dispute. Fraudulent or abusive disputes may lead to account restriction and recovery action where lawful.

12. Contact us

Submit a refund or technical-service request through our Contact Us page. Use the email address attached to the order and include the order number so we can locate it efficiently.