Last updated: 20 May 2026
Effective date: 2026-05-20 Operator: Slash Solutions, Kosovo Contact: support@eseemo.com
We want you to travel connected and worry-free. If something goes wrong, here's exactly what to expect.
Automatic refunds
The following situations qualify for a full refund without any manual review:
- Not installed within 30 days — if your eSIM has not been scanned and installed within 30 days of purchase, you receive a full refund automatically.
- Technical failure — if a documented error on our side or our network partner's side prevents your plan from activating, you are fully refunded regardless of install status.
- Wrong product delivered — if the plan you received materially differs from what you ordered (wrong country, wrong data amount), you are fully refunded regardless of install status.
To request a refund, contact us at support@eseemo.com with your order number.
Manual review
These situations are reviewed individually and decided within 3 business days:
- Statutory rights — EU residents retain statutory withdrawal rights after installation in some circumstances.
- Change of plans — travel cancellations or changes of itinerary are considered on a goodwill basis.
What cannot be refunded
- eSIM plans that have been installed and used
- Promotional credits, loyalty earn-back, or Roam Roulette prizes — these have no cash value and cannot be returned as money
Timing
Once a refund is approved, funds are returned to your original payment method within 5–10 business days depending on your bank.
Refunds, credits, and rewards
Because Eseemo offers credits, loyalty rewards, and a referral program, refunds can affect your reward balances. This section explains how.
Credits used to pay for a refunded order
If you paid for an order partly or fully with credits and that order is refunded, the credits you used are returned to your account. Returned credits keep their original expiry date — a refund does not extend how long credits last.
The cash portion of the order is refunded to your original payment method as described above.
Credits earned from a refunded order
If you earned credits from an order — for example, loyalty credits based on the purchase — and that order is later refunded, those earned credits may be revoked. If the earned credits are still unspent, they are removed. If they have already been spent, we generally do not pursue recovery.
Chargebacks
A chargeback is when a payment is reversed through your bank or card issuer rather than through us. If you have a concern about an order, please contact us first at support@eseemo.com — most issues are resolved faster directly, and a chargeback can delay resolution.
If a payment is reversed by chargeback:
- Credits and rewards associated with that order are reversed.
- If the order qualified a referral, the related referral reward is also reversed — both the reward granted to the referrer and the discount granted to the referee.
- If the credits being reversed have already been spent, the affected credit balance may become negative. A negative credit balance does not prevent you from making new purchases with a payment card; it means future earned credits are applied to the balance before becoming spendable.
Refunds and referrals
If an order that qualified a referral is refunded, the referral may be voided and the associated referral reward and referee discount reversed, on the same basis as described for chargebacks above.
Reward programs are discretionary
Credits, loyalty rewards, and referral rewards are a promotional benefit, not a cash entitlement. Full terms are in our Credits, Loyalty & Referrals Terms. We may withhold, reduce, or reverse rewards in cases of refund, chargeback, fraud, or abuse.
Questions? Reach us at support@eseemo.com — we reply within 1 business day.