退款政策

## 退款政策 / Return & Refund Policy

WalkEsim sells digital eSIM products delivered by email. Once an eSIM QR code or activation information has been issued, the product cannot be physically returned, retrieved, or blocked from potential use in the same way as a physical item. For this reason, refunds are available only under specific conditions.

If you experience any issue with your eSIM, please contact us as soon as possible at support@walkesim.com. Our support team may ask you to provide your order number, device model, screenshots of your device settings, error messages, location, and any other information needed to diagnose the issue.

### Refunds may be considered in the following situations

1. The eSIM cannot connect due to a confirmed issue caused by WalkEsim, the eSIM provider, or the local network partner, and our support team is unable to resolve the issue.

2. The eSIM does not connect to the internet at all after correct installation, correct device settings, and reasonable troubleshooting steps have been completed.

3. The eSIM works only intermittently or stops working during the plan period due to a confirmed technical issue. In this case, a partial refund may be calculated based on the unused or affected portion of the plan.

4. You purchased the wrong plan or no longer need the eSIM, and the eSIM has not been installed, activated, or used. A processing fee may be deducted depending on the order status and costs already incurred.

5. Your device does not support eSIM or is carrier-locked. Customers are responsible for checking device compatibility before purchase. If a refund is approved for this reason, WalkEsim may deduct a processing fee of USD $2 or 10% of the order value, whichever is greater.

### Refunds may not be available in the following situations

1. The eSIM has already been installed, activated, or used.

2. The plan has expired, or the activation period has passed.

3. The eSIM was installed on the wrong device. One eSIM can usually be installed on only one device and cannot be transferred after installation.

4. The device is not eSIM-compatible or is locked by a carrier.

5. The email address entered during checkout is incorrect. We may try to resend the eSIM to the correct email address, but a refund may not be available if the eSIM has already been delivered to the original email address.

6. The customer purchased the wrong destination, wrong data package, or wrong validity period and installed or used the eSIM.

7. The customer did not follow the installation or activation instructions.

8. The customer travels outside the coverage area of the purchased plan.

9. The refund request is made after the trip has ended and we were not contacted during the issue period, making troubleshooting impossible.

10. Network speed or signal quality does not meet personal expectations due to local coverage, terrain, buildings, weather, network congestion, device model, or other factors outside WalkEsim's control.

### Refund method and timing

Approved refunds will normally be issued to the original payment method. Depending on your bank, card issuer, payment provider, and country or region, it may take up to 30 business days for the refund to appear on your statement.

### Returns

Because WalkEsim eSIM products are digital goods delivered by email, physical returns are not applicable. If you experience any issue, please contact us for support and possible refund review.

For refund assistance, contact:

```text
support@walkesim.com