Fair refunds for unused or undelivered eSIMs

Quick summary

Hello Greece SIM sells digital eSIM products that are delivered electronically. Refund eligibility depends on whether the eSIM has been delivered, installed, activated, connected to a network, topped up, or used.

If something goes wrong before the eSIM works, contact us. We will review the order and may replace the eSIM, retry delivery, help troubleshoot, or refund the order when replacement is not possible.

When a refund may be available

• The eSIM has not been delivered, installed, activated, connected to a network, or used.
• We cannot deliver a working eSIM for your paid order and cannot provide a suitable replacement.
• A duplicate purchase was made by mistake and the duplicate eSIM has not been delivered, installed, activated, or used.
• A payment succeeded but provisioning failed and support cannot complete delivery within a reasonable time.

When a refund is usually not available

• The eSIM has been installed, activated, connected to a network, topped up, or used for mobile data.
• The device is locked, not eSIM-capable, unsupported, or incompatible and compatibility was not checked before purchase.
• The issue is caused by device settings, disabled roaming/data settings, deleted eSIM profiles, unsupported travel destinations, or local network conditions outside our control.
• A plan was purchased for the wrong destination, date, device, or account after the eSIM was delivered.

Digital delivery and withdrawal

eSIMs are digital products delivered before or during travel. Once digital delivery, provisioning, installation, activation, connection, or data use has started, cancellation and refund rights may be limited under applicable consumer law.

Nothing in this policy limits mandatory rights you may have under applicable law. If local law gives you stronger rights, those rights still apply.

How to request a refund

• Email support@hellogreecesim.com from the same email used at checkout.
• Include your order number, device model, destination, travel date, and a short description of the issue.
• For activation or connection problems, include screenshots of your eSIM settings, mobile data settings, APN settings if relevant, and any error messages.
• Do not delete the eSIM from your device unless support asks you to; deletion can make troubleshooting and replacement harder.

Review process

We review refund requests using payment status, delivery logs, provider status, eSIM status, usage and activation information where available, dashboard events, and support history.

Approved refunds are returned to the original payment method. Bank, card, wallet, and payment provider processing times can vary and are outside our control.

Disputes and chargebacks

If you do not recognize a charge or believe a payment was made in error, contact billing@hellogreecesim.com before opening a card dispute so we can investigate quickly.

Chargebacks and disputes are reviewed with order, payment, delivery, activation, usage, and support history. Fraudulent, abusive, or repeated dispute activity may lead to account restrictions.

Support before refund

Many eSIM issues are caused by installation sequence, device settings, roaming settings, APN settings, or local network selection. Support may ask you to try reasonable troubleshooting steps before a refund decision is made.