Refund review

Refund Policy

Refund eligibility depends on the status of your eSIM, data plan, device, and support review. This page explains what may be refundable and what is usually not refundable.

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Non-activated eSIMsA refund may be reviewed if the eSIM has not been installed, or if it was installed but the data plan has not been activated or used.

30-day request periodUnless required by law or shown differently at checkout, refund requests should be submitted within 30 days of purchase.

Activated plansActivated, used, consumed, or expired plans are not guaranteed to be refundable because network resources may already be assigned.

Device responsibilityRefunds may be refused if the device is not eSIM-compatible, is carrier-locked, or cannot use the purchased eSIM.

Replacement optionsWhere appropriate, ACE Mobile may offer a replacement eSIM, different plan, store credit, or technical support instead of a refund.

When a refund may be reviewed

You may request a refund if the eSIM has not been installed, or if the eSIM has been installed but the data plan has not been activated or used, and the request is submitted within the eligible refund period.

Activated or used eSIMs

Once an eSIM or data plan has been activated or used, refunds are not guaranteed. ACE Mobile may consider a full or partial refund if the issue was caused by ACE Mobile or our supplier, you contacted us promptly, you cooperated with troubleshooting, and the data plan remains unused or minimally used.

Refund request period

Unless a different period is required by law or shown at checkout, refund requests must be submitted within 30 days of purchase. For activated plans, contact support as soon as the issue occurs.

No-refund situations

Refunds may be refused if the device is not eSIM-compatible, carrier-locked, the wrong plan was purchased, the eSIM was installed or activated too early, the eSIM was deleted, instructions were not followed, data was used, the plan expired, local coverage limitations apply, or there is evidence of abuse, fraud, repeated refund requests, or Terms of Service violation.

Partial refunds and replacements

Where partial usage has occurred, any refund may be limited to the unused portion of the plan, if technically and commercially feasible. ACE Mobile may offer a replacement eSIM, different plan, store credit, or technical support instead of a refund.

What to include in your request

To request a refund, email [email protected] and include your order number, the email used at checkout, the plan purchased, device model, screenshots of the issue, and troubleshooting steps attempted.

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