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Refund & Exchange Policy

At abesteSIM, we are committed to providing a reliable and transparent service. Please review the following policy carefully before requesting a refund.

1. Eligible for Refund (Full or Partial) or Replacement

1.1 Service Error Attributable to abesteSIM or Its Providers

If the eSIM cannot be installed, activated, or used due to a technical issue caused by abesteSIM or the associated carrier, you may be eligible for a refund or replacement.

  • Please reach out to our support team for assistance.
  • We will do our best to help resolve the issue promptly.
  • If the issue cannot be resolved,  a full refund, partial refund, or replacement may be offered depending on the situation.

1.2 Intermittent or Disrupted Service

If the eSIM stops working or works inconsistently due to technical issues, we may offer a partial or full refund, or a replacement, at our discretion.

2. Refunds Subject to Processing Fees

2.1 Incompatible Devices or Carrier-Locked Phones

If the eSIM cannot be used due to device incompatibility or a carrier lock, a processing fee of 2.5 SGD or 10% of the order amount (whichever is higher) will be deducted from the refund.

3. Non-Refundable Situations

3.1 Incorrect Purchase or Change of Plans

  • Refunds are not available for incorrect purchases or if the eSIM is no longer needed due to a change in travel plans.
  • Each eSIM can only be installed on a single device and cannot be transferred once activated.
  • No refunds will be issued for installation on an incorrect or unintended device.

3.2 Incorrect Contact Information

eSIM details are sent to the email provided at checkout.
abesteSIM is not responsible for errors in contact details. If the eSIM is delivered and used as a result of incorrect information, we cannot offer a refund.

3.3 Third-Party Charges

abesteSIM is not responsible for any fees or issues related to third-party SIM cards, mobile plans, or services outside of our platform. These will not be refunded.

3.4 Fraudulent or Abusive Activity

We reserve the right to decline any refund request that involves misuse, fraud, or violation of our Terms of Service.

3.5 Unauthorized or Accidental Purchases

If you suspect unauthorized use of your account, please notify us as soon as possible.
Once the eSIM has been installed, it is considered used, and a refund will not be issued unless explicitly stated otherwise.

3.6 Expired Activation Period

Each eSIM comes with an activation window. If not installed or activated within the validity period, it is non-refundable.

3.7 Expired Data Plan

All data plans have a set usage period. Any unused data after the expiration date is non-refundable.

4. How to Request a Refund

To request a refund:

  • Contact our customer support team via live chat or email.
  • Share a clear explanation of your issue, along with any relevant screenshots or documentation.
  • Additional information may be required depending on the situation.

Each refund request will be evaluated on a case-by-case basis. If approved, the refund will be issued to the original payment method. The total refund will not exceed the original payment amount, and any applicable fees will be deducted.