Refund Policy

Version dated 22 April 2026

This Refund Policy (hereinafter referred to as the "Refund Policy") defines the terms and procedure for refunding amounts paid by Users for services providing access to the ESIMKA service, rendered by Kolofi LLC (Legal Form: Limited Liability Company; Identification Number: 402285424; Registration Number and Date: 26/07/2023; Registering Authority: LEPL National Agency of Public Registry (Georgia); Registered Office Address: Georgia, Tbilisi, Didube district, Archil Kurdiani street, N16, apartment N12; hereinafter referred to as the "Provider").

This Policy is based on the terms of the Public Offer, the rules of applicable payment providers and banks, and any mandatory consumer protection requirements that may apply to the relevant transaction.

1. Service specifics

The Provider's services consist of transferring to the User an electronic activation code for an eSIM profile (QR code). Such service is classified as remote provision of digital content and is deemed rendered at the moment the activation code is sent to the User.

2. Grounds for refund

A refund may be made in the following cases:

2.1. The eSIM profile has not been activated by the User, the QR code/activation code has not been used, and no more than 14 (fourteen) calendar days have passed since the code was delivered;

2.2. The eSIM profile is technically non-operational due to the fault of the Provider or the Partner, and its operation has not been restored within 72 (seventy-two) hours from the User's written request;

2.3. The Service was not provided within the time limits specified in the Public Offer (clause 3.2), for reasons not connected with the User's actions;

2.4. Double charging of funds or another technical error of the payment system;

2.5. Other cases in which a refund is mandatory under applicable law, the relevant payment service rules, or the terms of the Public Offer.

3. Cases where no refund is made

No refund is made in the following cases:

3.1. The eSIM profile has been activated by the User (the QR code/activation code has been used), in which case the service is deemed fully rendered;

3.2. The User was unable to use the eSIM profile for reasons beyond the Provider's control: incompatibility of the User's device with eSIM technology, restriction of eSIM functionality by the device operator or manufacturer, lack of Partner network coverage in the country of stay, or local legal, regulatory, or technical restrictions;

3.3. User errors when scanning the QR code, loss of the activation code, or installation of the eSIM on a device where technical replacement or transfer of the eSIM is impossible;

3.4. The validity period of the tariff plan (data package) has expired;

3.5. The User has violated the Partner's Fair Usage Policy.

4. Procedure for submitting a refund request

4.1. A refund request shall be sent by the User to sup@esimka.io or submitted via the Telegram bot @esimka.

4.2. The request must include:

  • the User's full name;
  • contact phone number and/or email address;
  • order number and payment date;
  • reason for the refund with a description of the circumstances;
  • payment details for the refund, if a refund to another account is permitted or required;
  • in case of technical issues — screenshots and/or a description of the error.

4.3. The Provider may request additional documents and explanations from the User that are necessary to review the request.

5. Refund timeframes

5.1. The review period for a refund request is up to 10 (ten) business days from receipt of the request and all required documents.

5.2. If the refund is approved, the refund is transferred to the User within 10 (ten) business days after the decision is made.

5.3. The refund is made by the same method used for the payment: to a bank card — up to 30 (thirty) calendar days, taking into account the processing time of the issuing bank; through instant bank transfer — within the terms set by the relevant payment provider; through electronic wallets — within the terms set by the relevant service.

5.4. Fees charged by payment systems and banks in connection with a refund are handled according to the tariffs of those organizations and are not compensated by the Provider, unless otherwise required by applicable law.

6. Refusal of refund and appeal

If a refund is refused, the Provider shall send the User a reasoned response stating the grounds for refusal. The User may challenge the Provider's decision by submitting a written complaint under the procedure set out in section 10 of the Public Offer, and, where applicable, by contacting the relevant payment provider, consumer protection authority, court, or other competent authority.

7. Contacts for refund requests

Email: sup@esimka.io

Telegram bot: @esimka

Website: https://esimka.io

Company: Kolofi LLC, Georgia, Tbilisi, Didube district, Archil Kurdiani street, N16, apartment N12

This version is effective from 22 April 2026.