MoodSIM

Refund Policy

Last updated: December 2025

Important Notice
Due to the digital nature of eSIM products, refunds are only available in cases of verified technical issues that prevent connectivity. Please read this policy carefully before making a purchase.

Overview

eSIMs are digital products that cannot be returned once delivered. We strongly recommend verifying your device compatibility and coverage in your destination country before purchasing. Refunds are only considered in specific technical circumstances outlined below.

Refund Eligibility

Refunds may only be considered in the following cases:

  • Technical activation failure - The eSIM cannot be activated due to a verified technical issue on our end (not device incompatibility or carrier lock)
  • Duplicate charge - You were accidentally charged twice for the same order due to a payment processing error
  • No coverage - Our network partner confirms zero coverage in your destination (rare, as coverage is verified before sale)

Non-Refundable Cases

Refunds will NOT be provided in the following situations:

  • eSIM has been installed or activated on any device
  • Any data has been consumed from the plan
  • QR code has been scanned or activation attempted
  • Change of travel plans or cancellation of trip
  • Device is not eSIM-compatible (check before purchase)
  • Device is carrier-locked
  • User error during installation
  • Slow speeds due to Fair Usage Policy (as stated in plan details)
  • Network congestion or temporary coverage issues
  • Failure to enable Data Roaming or configure APN
  • Purchase of wrong plan (country, data amount, validity)

Before Requesting a Refund

Most issues can be resolved without a refund. Please try:

  1. Check our troubleshooting guide
  2. Ensure Data Roaming is enabled on your device
  3. Verify the eSIM line is activated in your device settings
  4. Restart your device
  5. Check APN settings if required for your destination

How to Request a Refund

If you believe you qualify for a refund based on the eligibility criteria above, contact our support team at support@moodsim.com with:

  • Your order ID or email address
  • Device model and iOS/Android version
  • Screenshots showing the technical issue
  • Description of troubleshooting steps already attempted

We review all requests within 24-48 hours. Approved refunds are processed within 5-10 business days to the original payment method.