Refund Policy

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.

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 Refund coins cannot be withdrawn as cash or moved to another account.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.

You get back the amount you paid for that eSIM, in refund coins, with no fee deducted.

Any ZetCoins you spent on the order are returned to your ZetCoins balance as ZetCoins.

Where GST was charged on an order billed in India, the tax is not included in the refund.

Signed in: go to Account → Refunds, choose the order and the eSIM, and confirm. The refund coins normally land in your account straight away. If we need to check the eSIM with the network first, we tell you, and finish the refund as soon as that check is done.

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.

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.