Refund Policy

1. Our promise

If your eSIM genuinely will not connect at a covered destination and our support team cannot fix it, you get your money back. Fair is fair. Everything below is just the detail around that promise.

2. When a refund is granted

• The eSIM could not be installed or activated on a compatible, unlocked device, and support could not resolve it.
• The eSIM had no service at a destination the plan explicitly covers, verified with our support team while you were there.
• You were charged but no eSIM was delivered to your account (for example a payment/provisioning failure). These cases are refunded in full, no questions.
• Duplicate charges for the same order.

3. What is not refundable

• Plans that have been activated and used, in full or in part, that worked as described. Data is consumed on delivery, like fuel in a tank.
• Plans that expired unused: validity windows are stated before purchase (180 days to install, then the plan duration once connected).
• Incompatible or carrier-locked devices. Please check compatibility before buying; it takes ten seconds.
• Slow speeds caused by local network conditions, congestion, or fair-use management by the local carrier.
• Top-ups applied to an eSIM, once the top-up has been consumed in part or in full.

Where consumer law in your country grants additional non-waivable rights, those rights prevail.

4. How to request a refund

• Contact support first: info@strongesim.com, ideally while still traveling, with your order number and a short description (screenshots help).
• Our team will run through connection fixes with you; most “no signal” cases are solved in minutes (APN settings, data roaming toggle, network reselection).
• If we cannot get you online, we approve the refund. Requests should be made within 30 days of purchase.

5. How refunds are paid

Approved refunds go back to your original payment method through PayPal, in the currency you paid. Processing typically takes 3 to 10 business days depending on your bank. We never refund to a different card or account than the one that paid.

6. Chargebacks

Please talk to us before opening a card dispute; we resolve genuine problems faster than the chargeback process does. Accounts that abuse chargebacks on delivered, working services may be suspended.