Refund Policy

Last updated: September 6, 2026

Load My SIM provides prepaid international eSIM data services. We want customers to understand how refunds are handled before purchasing an eSIM, adding credit, or enabling Auto-Reload.

1. General Refund Policy

All purchases are subject to this Refund Policy. Because eSIMs are digital products and prepaid data services may be provisioned or funded immediately after payment, refunds are not automatically guaranteed. Refund requests are reviewed individually by Load My SIM. We may approve, partially approve, or decline a request based on the circumstances, including whether the eSIM has been provisioned, whether data has been consumed, the amount of unused credit remaining, and whether associated service funds or costs can be recovered from our network provider. Nothing in this policy limits any refund, cancellation, or other rights that cannot lawfully be excluded under applicable consumer protection laws.

2. eSIM Activation Fee

A one-time $5 eSIM activation fee applies to the initial purchase of a new Load My SIM eSIM. This fee is separate from prepaid data credit. Once an eSIM has been successfully provisioned and its installation credentials have been delivered, the activation fee is generally non-refundable. A customer’s decision not to install the eSIM, change of travel plans, or discovery of a lower price elsewhere does not automatically entitle them to a refund of the activation fee. We may make exceptions at our discretion, including where provisioning or delivery fails due to an error attributable to Load My SIM or our service provider.

3. Unused Prepaid Credit

Customers may request a refund of unused prepaid credit by contacting Load My SIM support. Unused credit is not automatically refundable, and submitting a request does not guarantee approval. We will review the customer’s account, payment history, remaining retail credit, data usage, and any associated funds allocated to the eSIM. Refund approval may depend on whether the relevant service funds are recoverable from our network provider and whether the account can be accurately reconciled. Where appropriate, Load My SIM may approve a full or partial refund of eligible unused credit. We reserve the right to decline discretionary refund requests where funds have already been consumed, cannot be recovered, or where a refund would otherwise be inconsistent with the terms of the service, subject to applicable law.

4. Consumed Data

Data that has been consumed and correctly charged at the applicable published rate is generally non-refundable. Customers are responsible for reviewing destination rates before purchasing and for monitoring their data usage. Data consumption may include background activity, application updates, streaming, and other mobile data activity performed by the device. If a customer believes their usage or charges are incorrect, Load My SIM will review available account records, network-provider usage information, and other relevant evidence. Verified billing errors or service failures will be addressed as appropriate.

5. Auto-Reload Purchases

Auto-Reload is an optional feature that automatically purchases additional prepaid credit when the customer’s balance falls below the selected threshold. Customers are responsible for managing their Auto-Reload settings and disabling the feature when they no longer wish to receive automatic reloads. An Auto-Reload purchase is not automatically refundable because a customer forgot to disable the feature, changed travel plans, or no longer needs the service. However, customers may request a review of a recent Auto-Reload purchase. If the newly purchased credit remains unused, Load My SIM may consider a full or partial refund based on the account’s usage, remaining balance, recoverability of associated service funds, and the circumstances of the request. Disabling Auto-Reload prevents future automatic purchases but does not automatically reverse a payment that has already been completed.

6. Uninstalled or Unactivated eSIMs

Customers who have purchased an eSIM but have not installed or activated it may contact support to request a refund review. An uninstalled or unactivated eSIM does not automatically qualify for a full refund. Load My SIM will consider whether the eSIM has already been provisioned, whether installation credentials have been delivered, whether any data has been consumed, and whether the associated provisioning costs and prepaid funds are recoverable. At our discretion, we may approve a refund of unused prepaid credit, a partial refund, or an exception to the activation-fee policy. We do not guarantee that all provisioning fees or other provider costs can be recovered.

7. Technical Issues and Service Failures

If an eSIM cannot be installed, activated, or used as advertised due to a verified issue attributable to Load My SIM or our network provider, please contact support so we can investigate and attempt to resolve the issue. Depending on the circumstances, we may provide troubleshooting assistance, restore service, correct an account balance, issue replacement credentials where available, or approve a full or partial refund. Refunds are not automatically guaranteed for issues caused by an incompatible or carrier-locked device, incorrect device settings, unsupported destinations, local coverage limitations, or other circumstances outside our control. These situations will be reviewed individually, subject to applicable law.

8. Billing Errors and Duplicate Charges

If Load My SIM charges an incorrect amount, processes an unauthorized duplicate charge, or fails to provide purchased credit due to a verified system error, we will investigate and correct the issue. Where a refund is appropriate, we will refund the erroneous charge or affected amount. We may also correct verified errors proactively before a customer submits a request. This section is separate from discretionary change-of-mind refunds and does not limit any rights available under applicable law.

9. How to Request a Refund

To request a refund, contact Load My SIM using the support contact information provided on our website or in your order email. Please include your purchase email address, order number if available, the reason for your request, and any relevant screenshots or error messages. Do not send your full payment card number or other sensitive financial information. We may request additional information to verify account ownership, investigate usage, or determine whether funds are recoverable. Refund requests are reviewed individually, and additional time may be required where network-provider reconciliation or technical investigation is necessary.

10. Approved Refunds

If a refund is approved, Load My SIM will communicate the approved amount and the applicable processing method. Refunds will generally be issued to the original payment method where available. The amount refunded may be less than the original purchase amount if an activation fee, consumed data, or other non-refundable service costs apply. We will not refund more than the amount paid for the affected purchase. Processing times may vary depending on the payment provider, financial institution, and any required service-provider reconciliation.

11. Cancellation and Account Closure

Customers may disable Auto-Reload through My eSIM to prevent future automatic purchases. Requests to close an account or discontinue service do not automatically entitle the customer to a refund of prior purchases or remaining credit. Any request to refund unused credit or terminate an eSIM will be reviewed under this policy. Termination of an eSIM may be permanent and may prevent future use of that eSIM profile.

12. Policy Updates

Load My SIM may update this Refund Policy as our services, payment processes, or network-provider arrangements change. The version applicable to a purchase will be considered when reviewing a refund request, subject to applicable law.

For questions or refund requests, please contact Load My SIM support.