At AdventureSIMs, we want you to purchase with confidence. If you experience any issues with your eSIM, our Australian-based support team is here to help.
This Refund Policy outlines when refunds may be available and the conditions that apply.
1. Unused eSIMs
We offer refunds for unused eSIMs within 90 days of purchase.
An eSIM is considered unused if:
- It has not activated on a mobile network.
- No data usage has occurred.
- The eSIM has not expired.
If your eSIM meets these conditions, you may request a full refund within 90 days of purchase.
2. Activated or Used eSIMs
Once an eSIM has activated on a mobile network or recorded any data usage, it is considered used and is generally not eligible for a refund.
However, if you experience a technical issue that prevents the eSIM from functioning correctly, our support team will investigate and assist you.
3. Technical Issues and Troubleshooting
If your eSIM is not working as expected, please contact our support team before requesting a refund.
Our team may:
- Verify the activation and usage status of the eSIM.
- Check network availability and coverage.
- Assist with device settings and configuration.
- Work with our network partners to investigate any service issues.
If a genuine, major technical fault is identified that prevents the service from functioning and cannot be resolved, you are entitled to a refund or alternative remedy under the Australian Consumer Law. For minor or unverified technical discrepancies, remedies or partial refunds may be offered at AdventureSIMs’ discretion.
4. Data Top-Ups
Except where required under the Australian Consumer Law (such as a major technical fault or failure to supply), all data top-ups are non-refundable once provisioned.
Top-ups are provisioned instantly upon purchase and cannot be cancelled, reversed, or returned once processed.
Please ensure you select the correct top-up before completing your purchase.
5. Changes to Travel Plans
We understand that travel plans can change.
If your eSIM remains unused and meets the eligibility requirements outlined in Section 1, you may request a refund within 90 days of purchase.
Refunds are generally not available for:
- Changes of mind after 90 days from purchase.
- Travel cancellations occurring more than 90 days after purchase.
- Activated or used eSIMs.
- Expired eSIMs.
6. Expired eSIMs
Refunds are not available for eSIMs that have reached their expiry date or validity period.
We recommend activating and using your eSIM before its expiry date.
7. Non-Refundable Situations
Subject to your statutory rights under the Australian Consumer Law, refunds will generally not be provided where:
- The eSIM has activated on a mobile network.
- Any data usage has occurred.
- The eSIM has expired.
- A data top-up has been purchased.
- The issue is unrelated to the eSIM service itself.
- The purchase was fraudulent, disputed, or unauthorised.
Nothing in this policy limits your rights under Australian Consumer Law.
8. Refund Processing
If a refund is approved:
- Refunds will be issued to the original payment method used for the purchase.
- Processing times may vary depending on your payment provider.
- Refunds typically appear within 3–5 business days after approval.
9. Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law.
You may be entitled to a refund, replacement, or other remedy where required by law, including where a product has a major fault or cannot be supplied as described.
10. Contact Us
If you need assistance, we’re here to help.
Email: [email protected]
AdventureSIMs App: Open the Support section within the AdventureSIMs app to chat directly with our team.
To help us resolve your enquiry as quickly as possible, please include your order number and a description of the issue.
Our goal is to make staying connected while travelling as simple and stress-free as possible.