Política de reembolso

At ValaeSIM we want you to be fully satisfied with your purchase. This Refund Policy explains the conditions under which we issue refunds, and how to request one.

Because eSIM plans are delivered digitally, our refund eligibility is determined by whether the eSIM QR code has been scanned or activated on a device.

You are eligible for a full refund if all of the following conditions are met:

• Your eSIM QR code has not been scanned on any device.
• Your eSIM has not been activated or installed.
• Your refund request is submitted within 14 days of the purchase date.

Once we confirm that the QR code has not been activated in our system, the full purchase amount will be refunded to your original payment method within 5–10 business days.

Refunds are not available in the following circumstances:

• The eSIM QR code has been scanned or installed on a device — at that point the service is considered delivered and consumed.
• The eSIM has been activated and data has been used, even partially.
• More than 14 days have passed since the purchase date.
• The request is made because the device is not eSIM-compatible — please verify your device supports eSIM before purchasing. A list of compatible devices is available on our website.
• Issues arise due to carrier or network restrictions in the destination country that are outside our control.

To request a refund, please contact our support team:

• Email: support@valaesim.com
• Subject line:“Refund Request — Order #[your order number]”
• Include: your order number, the email address used at checkout, and a brief reason for the refund request.

We aim to respond to all refund requests within 2 business days. You can also use our contact form to get in touch.

Approved refunds are processed to the original payment method (credit/debit card or other payment instrument used at checkout). Processing times depend on your bank or payment provider:

• Credit / debit cards: 5–10 business days
• Other payment methods: up to 10 business days

ValaeSIM does not charge any fee for processing refunds.

We strongly encourage you to contact us before initiating a chargeback with your bank. We resolve eligible disputes quickly and directly. Unjustified chargebacks may result in the suspension of your account.

We may update this Refund Policy from time to time. The “Last updated” date at the top of this page reflects the most recent revision. Continued use of our services after a change constitutes acceptance of the updated policy.

For refund requests or questions about this policy:

• Email: support@valaesim.com
• Website: Contact form
• Address: ValaeSIM Ltd., Tirana, Albania