Refund Policy

Travel eSIM Refund Policy

100% Money Back Guarantee

We take our customers seriously. If you experience an issue with your Travel eSIM, please contact our support team and we will work to resolve it quickly.

Depending on the situation, we may provide a full or partial refund.

You may be eligible for a full refund in situations such as:

• Your travel plans change and you no longer need the eSIM
• Your device is not eSIM compatible or is network locked
• The eSIM cannot be installed or used due to technical issues

A partial refund may be offered in other situations, such as connection issues where some data has already been used.

Further details about each situation are explained below.

Refund for Change of Travel Plans

If your travel plans change and you no longer need your Travel eSIM, we can provide a full refund provided that:

• The eSIM has not been used
• No data has been consumed
• The purchase was made within the last 6 months

Even if the eSIM has already been installed on your device, we can usually provide a refund as long as no data usage has occurred.

Refund for Device Incompatibility or Locked Device

If you purchase a Travel eSIM and later discover your device is not eSIM compatible or is network locked, you may be eligible for a full refund if:

• The eSIM has not been used
• No data has been consumed
• The purchase was made within the last 6 months

In most cases we can still provide a refund even if the eSIM has already been installed, provided that no data has been used.

In some situations we may ask for a screenshot or device information to confirm the incompatibility.

Refund for Connection Issues

If you experience connection issues while travelling, please contact our support team during your trip so we can troubleshoot the issue.

Depending on the situation we may offer:

• A replacement eSIM
• A partial refund
• A full refund

Refund eligibility may depend on:

• When the issue was reported
• Whether troubleshooting steps were completed
• How much data has already been used

Please note we cannot guarantee a refund if the issue is reported after the trip has ended if data has been used.

Refund Process

To request a refund, please contact our support team and provide the relevant details of your order.

Once approved:

• Refunds are issued to the original payment method
• Once a refund is issued, the processing time is typically one to three days but can take up to ten business days depending on your bank or payment provider

Monthly Mobile Plan Refund Policy

ZenSim monthly plans are ongoing mobile services and are handled differently from Travel eSIMs.

Device Compatibility

Before purchasing a monthly plan, we strongly recommend confirming your device supports eSIM using our eSIM Compatibility Checker.

If you purchase a monthly plan and later discover your phone is not compatible, the following applies:

If you purchased a new phone number

• If the eSIM has not yet been installed or activated we can often provide a refund
• If the eSIM has been installed or activated we are unable to provide a refund as we are charged by our network provider for this service

If you ported your existing number to ZenSim

• If the eSIM has not yet been installed, we may be able to cancel the port and provide a refund, this will be decided on a case-by-case basis.
• If the eSIM has already been installed or activated, refunds generally cannot be provided as the service has already been provisioned.

Port reversals can require coordination with your previous provider and may take some time to complete, for this reason we strongly recommend checking our eSIM Compatibility Checker before porting your number to us as.

Change of Mind

If you purchase a monthly plan and change your mind:

• If the eSIM has already been installed or activated, refunds cannot be issued
• If the service has not yet been activated, refunds may be considered on a case-by-case basis

Used Services

Once a monthly service has been activated or used, the plan is considered active and refunds generally cannot be issued.

Contacting Support

If you believe you may be eligible for a refund, please contact our support team with the details of your order and the issue you experienced.

Our team will review your request and work to provide the best possible solution.

Additional Refund Conditions

Duplicate Purchases

If you accidentally purchase the same Travel eSIM more than once, please contact our support team as soon as possible.

We can usually issue a refund for duplicate purchases, provided that:

• The duplicate eSIM has not been used
• No data has been consumed
• The request is made within a reasonable time after purchase

Fraud and Abuse Prevention

ZenSim reserves the right to decline refund requests if we detect behaviour that suggests misuse of our services or refund policy.

This may include situations such as:

• Repeated refund requests across multiple purchases
• Attempts to obtain refunds after significant data usage
• Suspicious or fraudulent activity associated with an account or payment method

Our goal is to ensure the refund policy is applied fairly for all customers.

Chargebacks

If a chargeback or payment dispute is opened with your bank or payment provider, ZenSim reserves the right to:

• Suspend or terminate associated services
• Deny future refund requests

We strongly recommend contacting our support team first so we can resolve the issue quickly.

Most issues can be resolved much faster through our support team than through a bank dispute process.

Consumer Rights

Nothing in this policy limits or replaces your rights under applicable consumer protection laws, including the Australian Consumer Law.

If you are entitled to a remedy under these laws, ZenSim will honour those obligations.