Revision date: 16.06.2026
This Policy applies to orders placed on the esim.bar website, in the personal account, via API, or other services of LLC "SYSTEM", OGRN 1186658072094, INN 6677012280, KPP 667701001 (hereinafter referred to as the "Executor").
The Policy is part of the public offer of the Executor for the provision of information and technical services for interaction with the platform of a foreign supplier of eSIM packages (hereinafter referred to as the "Offer") and is applied together with the Offer.
1.1. Terms not defined in this Policy are used in the meanings specified in the Offer.
1.2. The Executor provides information and technical services for interaction with the platform of a foreign supplier of eSIM packages (hereinafter referred to as "ITV services"). The Executor does not sell Russian SIM/eSIM, does not provide communication services, does not grant access to communication networks, is not a communication operator, does not allocate subscriber numbers, and does not manage communication networks.
1.3. Refunds depend on the stage of order execution, the fact of the start of ITV services, the fact of submitting the application to the eSIM package supplier's platform, the fact of generating or sending eSIM Parameters to the Customer, the fact of installation/activation/usage of the eSIM package, as well as the presence of actual expenses incurred by the Executor.
1.4. If the Customer is a consumer, they have the right to refuse the service contract at any time, provided they pay the Executor for the actual expenses incurred in connection with the execution of the Order. This Policy does not limit the rights of consumers that cannot be limited by the legislation of the Russian Federation.
1.5. If the Customer is a Commercial customer, refunds are made according to the rules of the Offer, this Policy, special conditions of the personal account, API documentation, invoice, act, separate agreement, or other document agreed upon by the parties.
2.1. The Customer has the right to cancel the Order before the start of ITV services.
2.2. If at the time of cancellation the Executor has not started processing the Order, has not submitted the application to the eSIM package supplier's platform, has not received the eSIM Parameters, and has not incurred expenses before the foreign platform, eSIM package supplier, technical provider, payment provider, or other involved party, the Executor will refund the full amount paid.
2.3. Refunds are made using the method by which the payment was made, unless another method is agreed upon by the parties and is not prohibited by law, payment system rules, or bank regulations.
3.1. If the Customer refuses the contract after the start of ITV services, but before generating the eSIM Parameters, the Executor will refund the amount paid minus the actual expenses incurred, if such expenses have arisen.
3.2. Actual incurred expenses may include fees from payment providers, costs for processing the Order, expenses of technical providers, expenses of the foreign platform, expenses of the eSIM package supplier, and other expenses directly related to the execution of the specific Order.
3.3. If there are no actual expenses or the Executor can cancel the application without expenses, the refund will be made in full.
4.1. If the eSIM Parameters have already been generated, received by the Executor from the platform, displayed in the personal account, sent to the Customer via email, or otherwise made available to the Customer, the refund depends on the possibility of canceling the corresponding eSIM package or canceling the Executor's expenses with the eSIM package supplier or technical platform.
4.2. A refund is possible if the following conditions are simultaneously met:
4.3. If the conditions of clause 4.2 are met, the Executor will refund the funds in full or in part, taking into account the actual incurred expenses.
4.4. If the eSIM package supplier or technical platform does not confirm the possibility of cancellation, considers the eSIM package used, does not refund the Executor the application cost, or charges the Executor non-refundable expenses, the actual expenses of the Executor may amount to the entire Order amount.
5.1. If the eSIM package is installed, activated, used, the validity period has started, or the eSIM package supplier considers it used according to their rules, the refund depends on the reason for the appeal and the results of the diagnosis.
5.2. If the problem arose due to a deficiency in ITV services, an error by the Executor, or another reason related to the Executor, the Executor will consider the Customer's claim and may offer to resend the eSIM Parameters, provide instructions, contact the eSIM package supplier, replace the eSIM package, partial refund, or full refund.
5.3. If the problem arose for reasons unrelated to the Executor, the actual expenses of the Executor may amount to the entire Order amount.
5.4. Reasons unrelated to the Executor include, but are not limited to:
6.1. In case of a problem, the Customer must contact the Executor's support at email support@esim.bar.
6.2. The appeal must include:
6.3. Without the information necessary for diagnosis, the Executor has the right to consider the appeal based on the available data. If the available data is insufficient for verification, the Executor has the right to request additional information.
6.4. The Executor has the right to interact with the eSIM package supplier, foreign platform, technical provider, payment provider, or other involved parties to verify the status of the Order, the status of the eSIM Parameters, the fact of installation, activation, usage, the possibility of cancellation, or refund of expenses.
7.1. Appeals are reviewed within 10 calendar days from the moment of receiving the appeal and the information necessary for verification, unless another mandatory period is provided by the legislation of the Russian Federation.
7.2. If a response from the eSIM package supplier, foreign platform, technical provider, payment provider, or bank is required for verification, the actual decision-making period may depend on the response times of the respective party. This does not limit the mandatory rights of the consumer Customer.
7.3. The actual timeline for the refund depends on the bank, payment system, and payment method.
7.4. Refunds are made in Russian rubles unless another procedure is provided by law, payment system rules, payment terms, or a separate agreement between the parties.
8.1. Replenishment of the balance in the personal account, if such a function is available, is a prepayment for future ITV services and/or other services available in the personal account of the Executor, unless another legal regime is specified in the interface, invoice, act, separate agreement, or special conditions.
8.2. Refunds of unused balances for Commercial customers are made upon request from the Commercial customer, taking into account the actual services rendered, the actual expenses incurred by the Executor, fees from payment providers, requirements of currency, tax, accounting, and other applicable legislation, as well as the conditions of a separate agreement or special conditions, if applicable.
8.3. If the Order was placed via API, the fact of sending the API request, receiving the status, generating the eSIM Parameters, displaying or transmitting the eSIM Parameters is considered technical evidence of the stage of Order execution.
8.4. The Commercial customer is solely responsible for their relationships with clients, employees, representatives, or other third parties in whose interests they place Orders, unless otherwise explicitly agreed with the Executor.
9.1. The Customer has the right to use the methods provided by law and payment system rules to protect their rights. The Executor recommends contacting support for diagnosis and resolution of the issue before disputing the payment.
9.2. In the event of a payment dispute, the Executor has the right to provide the bank, payment system, eSIM package supplier, or other authorized person with evidence of Order execution, including the fact of acceptance of the Offer, the fact of payment, the fact of application submission, the fact of generating or sending eSIM Parameters, technical logs, correspondence, diagnostic data, and other supporting materials.
9.3. If as a result of a chargeback, bank dispute, or technical refund the Customer received a refund for services actually rendered or expenses incurred by the Executor, the Executor has the right to demand payment for the services rendered and reimbursement of the actual expenses incurred within the limits permitted by the legislation of the Russian Federation.
Support email: support@esim.bar
Website: esim.bar