This policy explains when an eSIM bought on ZetSIM can be refunded, what comes back, how refund coins work, and what happens with airport services.
When you can get a refund
You can ask for a refund on any eSIM that has not been activated on a mobile network. Installing the eSIM on your phone, or scanning its QR code, does not count as activation.
Once an eSIM has been activated — it has connected to a network and its data has started to run — it has been used and can no longer be refunded. This stays true even if the eSIM is later switched off or deleted from the phone.
An eSIM whose plan has expired without ever being used can no longer be refunded.
There are no refunds for data left unused at the end of a plan's validity.
If your eSIM will not connect, contact us before you give up on it. We will help you troubleshoot, and an eSIM that never activated stays refundable while its plan is valid.
Refunds are paid as refund coins
Every eSIM refund is paid as refund coins, credited to your ZetSIM account. There is no bank transfer to wait for.
Same value. One refund coin is worth exactly one unit of the currency you paid in: one rupee on an order paid in Indian rupees, one US dollar on an order in US dollars, one euro in euros, one pound in pounds sterling, and the same for every other currency we sell in. So a refund always comes back as the same number of refund coins as the amount refunded.
Spend them on anything. Use refund coins at checkout on your next ZetSIM order — eSIMs, an airport service added to the order, or a ZetPass — at their full value. They can pay for part of an order or all of it.
Same currency. Refund coins are held in the currency of the order they came from and are spent on orders in that currency. They are never converted between currencies.
They never expire. Refund coins stay in your account until you use them.
Not cash. Refund coins cannot be withdrawn as cash or moved to another account.
Where to find them. Your refund coins and every refund you have asked for are listed under Account → Refunds.
How much comes back
You get back the amount you paid for that eSIM, in refund coins, with no fee deducted.
Where GST was charged on an order billed in India, the tax is not included in the refund.
When every eSIM on an order has been refunded, any ZetCoins you spent on that order are returned to your ZetCoins balance as ZetCoins, and any ZetCoins the order earned you are taken back. If only some of an order's eSIMs are refunded, your ZetCoins stay as they are.
Airport services
A confirmed airport service booking — lounge access, fast track or meet and greet — cannot be cancelled or refunded.
If we cannot confirm your booking, you are refunded automatically: a card payment goes back to the card you paid with, and any ZetCoins or refund coins you used come back to your account.
How to ask for a refund
Signed in: go to Account → Refunds, choose the order and the eSIM, and confirm. Our team reviews every request; once it is approved, the refund coins land in your account and we let you know.
Checked out as a guest: sign in with the email address you ordered with — we send a one-time code to it — or email support@zetexa.com with your order number.
Fraud and unauthorised purchases
Fraudulent purchases: ZetSIM may refuse a refund in cases of abuse, a breach of the Terms and Conditions, or fraudulent activity.
Unauthorised purchases: cases under investigation need approval before a refund is processed, and ZetSIM may suspend accounts tied to fraud.
Need a hand?
Email support@zetexa.com with your order reference and we will pick it up. Our team answers 24/7 in 11 languages.