Return and cancellation policy for digital activation codes of eSIM packages

Revision dated 12.06.2026

This Policy applies to orders of digital activation codes for eSIM packages placed on the esim.bar website by LLC "SISTEMA", TIN: 6677012280, OGRN: 1186658072094.

1. General Provisions

1.1. The Seller sells digital activation codes for eSIM packages. The Seller is not a telecommunications operator and does not provide communication services.

1.2. Refunds depend on the order status, the fact of transferring the digital activation code, the fact of installing/activating the eSIM profile, and the technical possibility of canceling the code with the provider.

2. Cancellation Before Code Transfer

2.1. The Buyer has the right to cancel the order before the digital activation code is transferred.

2.2. In case of cancellation before the transfer of the digital code, the Seller will refund the amount paid using the same method as the payment was made, unless another method is agreed upon by the parties and is not prohibited by the payment system rules.

3. Refund After Transfer but Before Activation

3.1. If the digital activation code has already been transferred to the Buyer but has not been installed, activated, or used, the Buyer may submit a refund request.

3.2. A refund is possible if the following conditions are met:

• no more than 7 (seven) calendar days have passed since the code was transferred;
• the code has not been installed on the device;
• the eSIM profile has not been activated;
• traffic has not been used;
• the validity period of the package has not started;
• the provider confirms that the code has not been used or allows its cancellation.

3.3. If the provider does not confirm the possibility of canceling the code or the code is already considered used according to the provider's rules, a refund may not be possible.

4. Refund After Activation or Start of Use

4.1. After the installation, activation, or start of use of the eSIM package, refunds for goods of proper quality are not made.

4.2. An exception is the confirmed impossibility of using the eSIM package due to a defect in the goods, an error by the Seller, or an error by the provider, provided that the Buyer has followed the instructions and provided data for diagnostics.

4.3. Depending on the results of the diagnostics, the Seller has the right to offer:

• assistance with setup;
• replacement of the eSIM package;
• reissue of parameters, if technically possible;
• partial refund;
• full refund.

5. When Refunds Are Not Made

5.1. Refunds are not made if the problem arose due to reasons beyond the Seller's control, including:

• the device does not support eSIM;
• the device is locked by the operator or has SIM-lock;
• the Buyer selected the wrong country or region;
• the Buyer deleted the eSIM profile after installation;
• the Buyer violated the installation instructions;
• there is no coverage in a specific location, building, transport, or region;
• speed is below the Buyer's expectations, but the package technically works;
• limitations are caused by the rules of a foreign operator, FUP, roaming zone, or local requirements of the country of use.

6. Procedure for Contacting

6.1. For refunds or diagnostics, the Buyer should send a request to the email support@esim.bar.

6.2. The request must include:

• order number;
• email used for the order;
• country/region of the package;
• device model;
• description of the problem;
• screenshots of the error, eSIM settings, and network status;
• date and time of the activation attempt;
• location in the country of use if the problem is related to the network.

6.3. Without providing the necessary data for diagnostics, the Seller has the right to suspend the consideration of the request.

7. Review Period

7.1. Requests are reviewed within 10 calendar days from the moment all necessary data is received.

7.2. The actual time for the funds to be credited depends on the bank, payment system, and payment method.

8. Chargeback

8.1. The Buyer agrees to first contact the Seller's support to resolve the issue.

8.2. In case of an unjustified dispute of the payment, the Seller has the right to provide the payment system with evidence of order fulfillment, including the fact of transferring the digital activation code, correspondence, technical logs, and other supporting materials.

9. Contacts

Support email: support@esim.bar
Website: esim.bar