Refund policy

At ChapaTuESIM, we work with digital products (eSIM profiles), so our refund policy differs from that of physical products.

Refund Request Period

You have 30 days from the purchase date to request a refund, provided that the following conditions are met:

  • The eSIM has not been activated.
  • The QR code or installation link has not been scanned or used.
  • No data usage has occurred on the plan.
  • The order can be verified with your proof of purchase (confirmation email, order number, etc.).

Once the eSIM has been activated, installed, or used (even partially), no refund can be issued, as the digital service is considered consumed.

To request a refund, contact us at:
contacto@chapatuesim.com

Please include in your message:

  • Order number
  • Email used for the purchase
  • Country or region of the purchased plan
  • Reason for the request

Cases Where a Refund or Solution May Be Offered

We may offer a full or partial refund, or replace your eSIM with an equivalent one, in the following cases:

  • Technical issues attributable to us (e.g., activation or configuration errors) that cannot be resolved after technical verification.
  • Incorrect product (wrong country, duration, or features).
  • Inability to use due to incorrect information provided by us (device compatibility or coverage errors).

In all cases, we will need to:

  • Verify that the eSIM has not been successfully used (no or minimal data usage depending on the case).
  • Confirm that the installation instructions and troubleshooting steps provided by our support team were followed correctly.

Cases Where Refunds Are Not Accepted

Due to the digital nature of eSIMs, refunds cannot be accepted in the following cases:

  • The eSIM has already been installed, activated, or used, even partially.
  • The device is not eSIM-compatible or is carrier-locked.
  • Coverage or network quality issues caused by local mobile operators.
  • Incorrect configurations or changes made by the user.
  • Purchase made by mistake after the QR code has been delivered and used.
  • Gift cards or discount coupons (non-refundable).

If you have questions before purchasing, we recommend contacting us at contacto@chapatuesim.com before completing your payment.

Refund Fees and Charges

If a refund is approved, a deduction of up to 5% of the order value or USD 5 (whichever is lower) may apply to cover payment processing and administrative costs.

No deductions will be applied if the issue is attributable to ChapaTuESIM, in cases of duplicate charges, fraudulent transactions, or when required by law.

Plan Changes or Date Adjustments

As long as your eSIM has not been activated or used, we may evaluate:

  • Changing your plan to another of equal or higher value (paying the difference if applicable).
  • Rescheduling usage for another date, subject to provider conditions.

These requests are evaluated case by case and depend on our providers' policies.

Right of Withdrawal (European Union)

For purchases made within the European Union, a 14-day withdrawal period applies.

For digital services such as eSIMs:

  • By receiving the QR code or activation details, you agree that the service begins immediately.
  • Once the eSIM is activated or installed, you lose your right of withdrawal.

If you have not activated the eSIM and wish to exercise this right, contact us at contacto@chapatuesim.com.

Refund Processing

We will notify you by email when:

  1. Your request has been reviewed.
  2. You are informed whether the refund is approved or rejected.

If the refund is approved:

  • It will be processed to the original payment method.
  • The estimated timeframe is 10 to 15 business days, depending on your bank or card issuer.

If more than 15 business days have passed and you have not received your refund, contact us at:
contacto@chapatuesim.com