Refund Policy
Updated on December 9th, 2025
At E-CONNECT FZCO (“the Company”, “we”, “us”, “our”), we strive to deliver high-quality digital telecom services through our platform EvoSIM. This Refund Policy defines the circumstances under which a refund may be issued. It applies to all transactions carried out through our mobile application or website.
Our platform operates as a digital marketplace and technical intermediary. We distribute eSIMs and mobile data plans provided by licensed telecom operators. We do not create or operate mobile networks ourselves; instead, we facilitate access to connectivity services.
Definitions
Company refers to E-CONNECT FZCO, Dubai, United Arab Emirates. Digital Goods refer to eSIMs, mobile data plans, and related digital connectivity products offered within the App. Application means the EvoSIM mobile application or any related web platform. Service refers to the Application, Website, or both. You refers to the individual or entity purchasing or accessing the Service.
1. Eligibility Criteria for Refunds
1.1 Non-Activation of Digital Goods
Users who purchased an eSIM or data plan but have not activated it may request a refund. Once an eSIM or data plan is activated, scanned, installed, or used in any capacity, the purchase becomes strictly non-refundable.
Refund eligibility is determined solely by the Company after verifying activation status via telecom provider systems.
1.2 Technical Issues
A refund may be granted if:
You attempted to activate the eSIM but activation repeatedly failed due to a verified technical issue on the provider’s side, AND
You contacted our support team and allowed troubleshooting steps.
Refunds will not be issued for issues caused by:
Device incompatibility
Incorrect installation by the user
Roaming disabled, locked devices, or carrier restrictions
Attempts to use the eSIM in unsupported regions
It is the user’s responsibility to confirm device compatibility before purchase.
1.3 Time-Based Refund Window
If an eSIM/data plan has not been activated within 14 days from the date of purchase, you may still request a refund. If you activate it after 14 days and then request a refund — the request will be declined.
2. Non-Refundable Transactions
Activated eSIMs or data plans
Partially used plans
Plans purchased for incompatible or locked devices
Cases where connectivity issues are due to local network conditions outside our control
Purchases made through third-party marketplaces that manage refunds independently (e.g., App Store / Google Play)
3. Bundles and Multi-Component Purchases
If a bundle includes multiple items (e.g., eSIM + addon packages), refund eligibility applies to the entire bundle, not individual items.
Activated bundles are fully non-refundable.
4. Purchases Made with Discounts
For discounted purchases (promo codes, special offers, loyalty rewards):
Discount value is non-refundable.
If a refund is approved, it applies only to the paid amount, excluding the discount.
Long-term discounted plans can be refunded pro-rata only if never activated.
5. Refund Request Procedure
To request a refund, email us at support@evosim.com within the allowed timeframe.
Please include:
Full name
Email used for the purchase
Order ID or transaction reference
Screenshot of the purchase (if applicable)
Explanation of the issue
Requests missing required information may be delayed.
6. Refund Method and Processing Time
If your refund is approved:
Refunds will be issued to the original payment method or in-app balance.
Processing time usually takes 1–7 business days, depending on the payment provider.
In rare cases, processing may take up to 14 days due to circumstances beyond our control.
7. Additional Legal Notes
E-CONNECT FZCO is not responsible for delays or failures caused by telecom operators or roaming partners.
By installing or scanning the eSIM, you acknowledge that the service has been delivered and becomes non-refundable.
This policy does not limit any rights that may be applicable under local consumer protection laws.
Contact Us
For any questions regarding this Refund Policy, please contact: đź“© support@evosim.com
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