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LegalRefund Policy

Refund Policy

When you can get your money back, and how to ask.

Last updated: June 7, 2026 | Version 1.1

In short

  • Not activated yet? It is fully refundable, as long as the plan has not expired.
  • eSIM faulty and we cannot get you online? You get 100% back.
  • Data you have already used is not refundable.
  • Just message support on WhatsApp or email. Refunds go to your original payment method, usually within 5 to 10 business days.

This is a plain-language summary for convenience. The full policy below is what applies.

This Purchasing Policy explains how purchases, cancellations, and refunds work at RedSim eSIM, operated by Forceplay OÜ (an Estonian company registered in the European Union). It applies to every plan you buy through our mobile app or website (redsim.app) and should be read together with our Terms of Service.

Your eSIM is delivered right after purchase, but it is not activated automatically, you choose when to install and activate it, any time before the plan expires. Refunds are handled by our support team, there is no self-service “cancel” or “refund” button in the app or on the website. To request anything below, simply contact us (see Section 6).

1. Unused eSIMs are fully refundable

If you have not yet installed or activated the eSIM on your device, you can request a full refund, just contact us. “Unused” means the eSIM profile has not been installed on your device and no data has been used.

Changed your trip, changed your phone, or simply changed your mind before installing? Contact us and we will refund you to your original payment method via our payment processor, Stripe.

2. After you install or activate

Because an eSIM is digital content that is provisioned with a local network the moment you install it, a plan that has been installed or activated is generally non-refundable. When you choose to install or activate the eSIM, you ask us to begin supplying the digital content, performance begins at your request, which is when the statutory right of withdrawal stops applying to that plan.

This does not apply where the eSIM is faulty (see Section 3) or where mandatory consumer law gives you a stronger right (see Section 8).

3. If your eSIM is faulty or doesn't work

If you install the eSIM and it never connects to any network in your destination, despite a compatible, unlocked device and the correct settings, you are entitled to a remedy under your statutory consumer rights. Depending on the case this may be a fix, a replacement, or a refund, even after installation.

Most connectivity problems are quick to solve (data roaming switched off, the wrong line selected for data, or an APN cached from another carrier). Please contact support first, we usually resolve this in a couple of messages. If we cannot get you online, the plan is on us.

4. What is not refundable

  • Plans that have been installed, activated, or used and worked as described.
  • Unused data on a plan that worked, if you bought 10 GB and used 1 GB, that is still your 10 GB plan.
  • Plans whose validity period has expired.
  • Gift-card balances that have already been redeemed, and promotional or bonus wallet credit.
  • Problems caused by a device that is not eSIM-compatible or is carrier-locked. You are responsible for checking device compatibility before you buy, but if you have not installed the eSIM, it still counts as unused and is refundable under Section 1.

5. Discounts, credits and currency

  • Refunds are for the amount you actually paid, after any discount, voucher, bonus, or wallet credit that was applied to the order.
  • Refunds are issued in the original payment currency, to the original payment method.
  • Any difference caused by exchange-rate movements or your bank is outside our control.

6. How to request a refund

There is no cancel button in the app, just reach our support team:

  • Email: support@redsim.app from your registered email address, with your order number and a short reason.
  • WhatsApp: message us on WhatsApp, available in the app.

We aim to review every refund request within 1–2 business days.

7. Processing time

Once approved, refunds are returned via Stripe to your original payment method within 5–10 business days. Your bank or card issuer may need additional time to display the credit.

8. Your statutory rights and dispute resolution

Nothing in this policy limits your mandatory rights as a consumer under EU and Estonian law, including your rights regarding faulty or non-conforming digital content and services (EU Directive 2019/770).

If you are not happy with how we handled your request:

  • Contact us first at support@redsim.app, we try to resolve every complaint within 30 days.
  • EU consumers may use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
  • You may also contact the Estonian Consumer Disputes Committee (Tarbijavaidluste komisjon) via the Consumer Protection and Technical Regulatory Authority, ttja.ee.

9. Company and contact

  • Company: Forceplay OÜ
  • Service brand: RedSim eSIM
  • Registration country: Estonia (EU)
  • Support: support@redsim.app  |  WhatsApp available in the app

© 2026 Forceplay OÜ. All rights reserved. This policy is governed by the laws of Estonia and the European Union.

Questions about this policy?

Contact supportsupport@redsim.app