Refund Policy

1. Scope

This Refund Policy applies to all eSIM Products purchased through the esimystic Service (the "Service") operated by YTI Digital OÜ ("Company", "we", "us"). This Policy forms an integral part of our Terms of Service. For quick answers to common questions, please also visit our Help Center & FAQ.

2. Nature of Digital Content

eSIM Products are digital content within the meaning of Directive 2011/83/EU (Consumer Rights Directive). They are generated and delivered electronically immediately upon successful payment.

2.1 Loss of Right of Withdrawal

In accordance with Article 16(m) of Directive 2011/83/EU, by completing your purchase you:

• Expressly request immediate delivery of the digital content;
• Acknowledge that delivery begins before the expiry of the fourteen (14) day withdrawal period;
• Acknowledge that you lose your right of withdrawal once delivery is complete.

3. When Refunds Are Available

Despite the loss of withdrawal rights, we provide refunds in the following circumstances:

3.1 Full Refund

3.2 Partial Refund or Credit (At Our Discretion)

In certain circumstances, we may offer a partial refund or store credit as a goodwill gesture, such as when:

• A significant portion of data remains unused due to circumstances beyond your control;
• The eSIM Product did not perform as reasonably expected despite being technically functional.

Partial refunds are evaluated on a case-by-case basis and are not guaranteed.

4. When Refunds Are NOT Available

The following situations are not eligible for refund:

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact us within fourteen (14) days of your purchase date;
2. Email our support team at [email protected] or use our Contact Page;
3. Include your Order ID and the email address used for purchase;
4. Describe the issue in detail;
5. Attach relevant evidence (screenshots, error messages, device information).

6. Evidence Requirements

To help us process your request efficiently, please provide:

• Order confirmation email or Order ID;
• Screenshots of any error messages during installation or activation;
• Device model and operating system version (for technical issues);
• Any other relevant documentation.

6.1 Supervised Test Installation (Optional)

For complex technical issues, our support team may offer a supervised test installationsession. During this process, we guide you through the eSIM installation step-by-step (via screen sharing or detailed instructions) to verify whether the issue is technical or device-related.

This is entirely optional and intended to help resolve issues quickly. Participation in a supervised test does not affect your refund eligibility for genuinely defective products.

7. Processing and Timeframes

Refunds are issued to the original payment method in the same currency as your Order (EUR or USD). We cannot process refunds to a different payment method.

8. Chargebacks

We encourage you to contact our support team before initiating a chargeback with your bank or card issuer. We are committed to resolving issues fairly and promptly.

If you believe you have grounds for a refund, please contact us first. Chargebacks initiated for situations where the product was delivered as described may be contested and could result in additional fees for you from your financial institution.

Fraudulent chargebacks may result in account suspension and reporting to fraud prevention services.

9. Wholesale Partner Refunds

If you are a Wholesale Partner purchasing eSIMs through our Partner Program, different terms apply. Wholesale purchases are non-refundable once the eSIM profiles have been allocated to your inventory, regardless of activation status.

For complete terms regarding wholesale purchases, please refer to Section 12 of our Partner Program Agreement (Sections 12.4 on no-returns and 24.2 on balance refund upon termination).

10. Statutory Rights

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. If you are a consumer in the European Union, you benefit from mandatory provisions of the law of your country of residence that cannot be waived by contract.

11. Contact

For refund requests or questions about this policy, we're here to help: