Fair, transparent, and clearly defined. This policy explains exactly when a refund applies, how to request one, and how long it takes — with a guarantee behind failed activations.
Introduction
This Refund Policy governs refund eligibility, procedures, and limitations for purchases made through the MOBINIL eSIM Services, operated by MOBINIL LLC, a Delaware limited liability company located at 254 Chapman Rd, Ste 208 #17858, Newark, DE 19702, USA.
This Policy applies to all purchases made through the MOBINIL eSIM website, our mobile applications (upon launch), and any authorized direct sales channel. It is incorporated by reference into our Terms of Service and should be read together with our Privacy Policy.
The nature of eSIM products
eSIM Data Plans are digital telecommunications products. Upon activation, unique cryptographic credentials are generated and network resources are reserved on your behalf. Accordingly, before purchasing, we strongly recommend that you:
- Verify that your Device supports eSIM and is carrier-unlocked.
- Confirm that your destination is covered by your selected plan.
- Review the Data Plan's validity period and data allowance.
Right of withdrawal (14-day cooling-off)
Your right
In accordance with applicable consumer-protection law, you may withdraw from your purchase within fourteen (14) calendar days of the date of purchase, without providing a reason.
Limitation — activation ends the right
Your right of withdrawal expires at the earlier of: (a) fourteen (14) calendar days after the date of purchase, or (b) the moment your eSIM is activated on a Device.
To exercise it, contact support@mobinil-esim.com with your order number, date of purchase, and confirmation that the eSIM has not been activated.
Refund-eligible scenarios
Non-refundable scenarios
The following do not qualify for a refund:
- Activated eSIMs (beyond the Section 4 exceptions) — including changed travel plans, underuse of data, or loss of device.
- Used or partially consumed Data Plans where data has been consumed.
- Device-related issues after activation unrelated to the eSIM.
- Use outside the covered geographic area.
- Accounts suspended for violating our Acceptable Use Policy.
- Promotional plans, subject to restrictions disclosed at the time of purchase.
- Purchases from third-party resellers — please contact the original seller.
Failed-activation guarantee
If your eSIM fails to activate due to a verifiable issue attributable to MOBINIL, and we are unable to resolve it within twenty-four (24) hours of your support request, you are guaranteed, at your election:
- a full refund to your original payment method, or
- a replacement eSIM at no additional cost.
To qualify: submit a support request within seven (7) days of your activation attempt, provide diagnostic information, and cooperate with troubleshooting.
How to request a refund
- Prepare your order number, purchase email, date, reason, and any supporting documentation.
- Submit your request by email to support@mobinil-esim.com (subject: "Refund Request — Order #___"), or in-app (upon launch) via Profile → Support → Request Refund.
- Acknowledgment within 48 hours (excluding weekends and U.S. federal holidays).
- Review — typically 5–10 business days.
- Written decision — approval or denial, with amount, timeline, or alternative remedy.
Refund method & timeline
Method
Approved refunds are issued to the original payment method (credit/debit card, Apple Pay, Google Pay, etc.).
Timeline
Partial refunds & currency
Partial refunds are calculated pro-rata based on unused data allocation or remaining validity. A 5% administrative fee may apply where the matter involves extensive support time or third-party transaction costs. Refunds are issued in the original purchase currency; MOBINIL is not responsible for exchange-rate fluctuations.
Chargeback policy
We strongly encourage you to contact us before initiating a chargeback. If a chargeback is initiated:
- your Account will be suspended pending investigation, and active Data Plans may be revoked;
- we reserve the right to contest unwarranted chargebacks and to report fraudulent chargebacks to law enforcement.
Reinstatement requires withdrawal of the chargeback and payment of outstanding amounts plus a $25 USD reinstatement fee.
Disputes & escalation
- First level — reply to your refund-decision email requesting a review.
- Second level — resolution@mobinil-esim.com
- Third level — legal@mobinil-esim.com
We commit to written responses to escalated complaints within ten (10) business days. Unresolved disputes are governed by Section 17 of our Terms of Service (AAA arbitration in Delaware; small-claims option preserved).
Special circumstances
- Force majeure — natural disasters, government restrictions, pandemics, or other events beyond our control — evaluated case by case.
- Service discontinuation — unactivated, pre-purchased plans receive full refunds, with 30 days' advance notice where possible.
- Death or incapacity — authorized representatives may request refunds for unused, unactivated plans with appropriate documentation.
Changes to this policy
We reserve the right to modify this Policy, providing at least thirty (30) days' advance notice of material changes via email or in-application notification. Existing purchases are governed by the Policy in effect at the time of purchase.
Contact information
Acknowledgment
By purchasing any Service from MOBINIL LLC, you acknowledge that you have read this Refund Policy, understand that eSIM activation generally ends your refund right, and agree to the procedures described herein.
Still have a question?
Our team is online 24/7 to help with anything not covered here.