Last Updated: 29 April 2026
At HeyGlobel, we aim to provide reliable, fast, and convenient eSIM services for travelers worldwide. This Refund Policy explains when refunds may be available, when an eSIM purchase becomes non-refundable, how refund requests are reviewed, and how approved refunds are processed.
By purchasing an eSIM, top-up, data plan, or related digital service from HeyGlobel, you agree to this Refund Policy.
1. Digital Product Nature of eSIM Services
HeyGlobel provides digital eSIM products that are delivered electronically. Once an eSIM is issued, delivered, installed, activated, or begins connecting to a supported network, it may no longer be possible for HeyGlobel or the network provider to cancel, recover, or resell that eSIM profile.
For this reason, refund eligibility depends on the status of the eSIM, the reason for the refund request, and whether the service has already been used or activated.
2. General Refund Rule
In general, an eSIM cannot be refunded once it has been installed, activated, or its status becomes “In Use.”
This includes, but is not limited to:
eSIMs that have been installed on a device.
eSIMs that have connected to a mobile network.
eSIMs showing status such as In Use, Active, Activated, or similar.
eSIMs where data usage has started.
eSIMs where the validity period has started.
eSIMs that have been partially or fully consumed.
Once an eSIM has reached any of the above stages, the purchase is normally considered final and non-refundable.
3. Special Case Refunds
HeyGlobel understands that exceptional situations may occur. In special cases, HeyGlobel may review a refund request even if the eSIM has already been delivered or installed.
Special case refunds are not guaranteed and are always subject to HeyGlobel’s review and approval.
Examples of special cases may include:
A confirmed technical issue caused by HeyGlobel or the eSIM provider.
The eSIM cannot be activated due to a system or provider error.
The purchased plan was not delivered successfully.
The eSIM was issued incorrectly due to a verified system error.
A duplicate purchase was made by mistake and the duplicate eSIM has not been used.
The service was unavailable in the advertised destination due to a confirmed coverage or provider issue.
HeyGlobel reserves the right to approve, partially approve, or reject any refund request based on the details of the case.
4. Non-Refundable Situations
Refunds will generally not be provided in the following cases:
4.1 eSIM Already Installed or In Use
If the eSIM has been installed, activated, connected to a network, or marked as In Use, it is normally non-refundable.
4.2 Device Not Compatible
Refunds may not be granted if the customer’s device does not support eSIM technology.
Customers are responsible for confirming that their device is:
eSIM-compatible.
Carrier-unlocked.
Able to install and use eSIM profiles.
Compatible with the destination country’s supported networks.
4.3 Locked Device
If the eSIM cannot be used because the customer’s phone is carrier-locked, network-locked, region-locked, or restricted by the device manufacturer or operator, the purchase will not normally be refundable.
4.4 Wrong Country or Wrong Plan Purchased
Customers are responsible for selecting the correct destination, country, region, data package, and validity period before completing payment.
Refunds may not be provided for:
Buying the wrong country plan.
Buying the wrong regional plan.
Buying more data than needed.
Buying a plan with the wrong validity period.
Travel cancellation after the eSIM has already been issued or installed.
4.5 Failure to Follow Setup Instructions
Refunds may not be issued if the service does not work because the customer did not correctly follow the installation, activation, APN, roaming, or device setup instructions provided by HeyGlobel.
4.6 Poor Signal Due to Location or Network Conditions
Mobile network quality can vary depending on location, building structure, coverage area, local operator performance, device model, weather, congestion, or other conditions outside HeyGlobel’s direct control.
Refunds are not normally provided for temporary weak signal, slow speed, or limited coverage if the eSIM is otherwise working and coverage is available in the destination.
4.7 Data Fully or Partially Used
If the customer has used any portion of the data plan, the plan is generally non-refundable.
4.8 Expired Plans
Refunds are not normally available after the eSIM plan validity period has expired.
4.9 Deleted eSIM
If the customer deletes the eSIM from their device after installation, HeyGlobel may not be able to restore, reissue, or refund the eSIM. Customers should not delete their eSIM unless instructed by HeyGlobel support.
4.10 Change of Mind
Refunds are not normally available for change of mind after the eSIM has been issued, delivered, installed, or activated.
5. Refunds Before eSIM Installation
A refund may be considered if:
The eSIM has not been installed.
The eSIM has not been activated.
The eSIM has not connected to any network.
No data has been used.
The refund request is made within a reasonable time after purchase.
HeyGlobel is able to verify that the eSIM is unused.
Approval is still subject to HeyGlobel’s internal review and provider confirmation.
6. Top-Up Refund Policy
Top-ups are treated as digital eSIM services. Once a top-up is successfully applied to an eSIM, activated, used, or added to the customer’s plan balance, it is generally non-refundable.
Refunds for top-ups may only be considered if:
The top-up payment was successful but the top-up was not delivered.
A duplicate top-up was purchased by mistake and the duplicate top-up was not used.
A confirmed provider or system error prevented the top-up from being applied.
If the top-up has already been used, partially used, or added successfully to the eSIM, it will normally not be refunded.
7. Duplicate Payments or Duplicate Orders
If a customer accidentally makes a duplicate payment or duplicate order, HeyGlobel may refund the duplicate order if:
The duplicate eSIM or top-up has not been installed, activated, or used.
The duplicate purchase can be verified in HeyGlobel’s system.
The customer contacts HeyGlobel support as soon as possible.
If both orders have been used or activated, a refund may not be available.
8. Technical Issue Refunds
If you experience a technical issue, you must contact HeyGlobel support before requesting a refund. Our support team may ask you to perform troubleshooting steps, such as:
Checking whether your device supports eSIM.
Confirming your device is unlocked.
Turning data roaming on.
Selecting the correct mobile network manually.
Restarting your device.
Checking APN settings.
Confirming the eSIM is installed correctly.
Providing screenshots of the issue.
Sharing your order number, ICCID, or eSIM details.
A refund may be considered if HeyGlobel confirms that the issue is due to a fault with the eSIM service and the issue cannot be resolved.
If the customer does not cooperate with troubleshooting or does not provide the required information, HeyGlobel may be unable to approve the refund.
9. Required Information for Refund Requests
To request a refund, customers must contact HeyGlobel support and provide:
Full name used for the order.
Email address used for the purchase.
Order number or transaction ID.
eSIM ICCID, if available.
Destination country or plan purchased.
Reason for the refund request.
Screenshots or proof of the issue, if applicable.
Device model and operating system version, if the issue is technical.
HeyGlobel may request additional information to verify the claim.
10. Refund Review Process
After receiving a refund request, HeyGlobel will review:
Order status.
eSIM installation status.
Activation status.
Data usage.
Provider records.
Customer-provided evidence.
Troubleshooting history.
Payment status.
Any duplicate or suspicious activity.
HeyGlobel may need to contact the eSIM provider or payment processor before making a final decision.
Refund approval is not automatic. Each request is reviewed individually.
11. Refund Method
If a refund is approved, the refund will be processed using the same payment method used for the original purchase.
For example, if the customer paid by card, the refund will normally be returned to the same card. If the payment was made through another supported payment method, the refund will be returned through that same method where possible.
HeyGlobel is not responsible for delays caused by banks, card networks, payment gateways, or third-party payment providers.
12. Refund Processing Time
Once approved, refunds are usually processed within a reasonable business period. However, the time it takes for the refunded amount to appear in the customer’s account depends on the payment provider, bank, card issuer, or financial institution.
In some cases, it may take several business days for the refund to appear.
13. Partial Refunds
In some special cases, HeyGlobel may offer a partial refund instead of a full refund.
Partial refunds may apply where:
Part of the service was delivered.
Some data was used.
A plan was partially active.
The issue affected only part of the service.
Provider charges, gateway fees, or operational costs have already been incurred.
Partial refunds are subject to HeyGlobel’s sole review and approval.
14. Payment Gateway Fees, Bank Charges, and Currency Differences
If a refund is approved, the refunded amount may be affected by:
Payment gateway fees.
Bank charges.
Card issuer fees.
Currency exchange differences.
International transaction charges.
Taxes or government fees, where applicable.
HeyGlobel is not responsible for any exchange rate difference, bank fee, or third-party charge applied by the customer’s bank or payment provider.
15. Chargebacks and Payment Disputes
Customers are encouraged to contact HeyGlobel support before opening a chargeback or payment dispute.
If a customer opens a chargeback without first contacting support, HeyGlobel may suspend the related eSIM service, account, order access, or future purchases while the dispute is being investigated.
Fraudulent chargebacks, false claims, or abuse of the refund process may result in account restrictions or permanent blocking from HeyGlobel services.
16. Abuse of Refund Policy
HeyGlobel reserves the right to refuse refunds, cancel orders, restrict accounts, or block future purchases if we detect abuse, including but not limited to:
Repeated refund requests after usage.
False claims.
Misuse of eSIM services.
Chargeback abuse.
Attempted fraud.
Reselling or sharing eSIM services in violation of our terms.
Using data and then requesting a refund.
17. Customer Responsibility
Before purchasing an eSIM, customers are responsible for checking:
Their device supports eSIM.
Their device is unlocked.
The selected destination is correct.
The selected package meets their travel needs.
The phone supports the required network bands where applicable.
They understand that eSIMs are digital products and may become non-refundable after delivery, installation, activation, or use.
18. Travel Changes and Cancellations
HeyGlobel is not responsible for travel delays, visa issues, flight cancellations, destination changes, or changes in the customer’s travel plan.
If the eSIM has already been issued, installed, activated, or used, refunds may not be available due to travel changes.
19. Service Availability
HeyGlobel works with international eSIM providers and mobile network operators. Service availability may depend on local mobile networks, roaming partners, destination regulations, device compatibility, and other third-party factors.
HeyGlobel does not guarantee uninterrupted service in every location, indoor area, remote area, basement, aircraft, ship, or restricted network zone.
20. How to Request a Refund
To request a refund, please contact HeyGlobel support through our official support channels.
Please include your order details and a clear explanation of the issue so our team can review your request as quickly as possible.
Support Email: support@heyglobel.com - Website: https://heyglobel.com
21. Final Decision
All refund requests are reviewed fairly and individually. However, HeyGlobel reserves the right to make the final decision on refund eligibility based on order status, eSIM usage, provider confirmation, and the terms of this Refund Policy.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
22. Policy Updates
HeyGlobel may update this Refund Policy from time to time. Any changes will be posted on this page with an updated “Last Updated” date.
Continued use of HeyGlobel services after policy updates means you accept the revised Refund Policy.
