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Last Updated: 13th August 2025
1. Overview
At ICY SIM, we aim to ensure customer satisfaction with every eSIM purchase. This policy outlines the conditions under which refunds or replacements may be requested.
2. Eligibility for Refunds
2.1 General Guidelines
- Activation Failure: Refunds may be requested within 30 days of purchase if the eSIM cannot be activated, and all troubleshooting steps have been followed.
- Support: Our support team will assist you in resolving technical issues before processing a refund.
- Validity: eSIM data packages are subject to expiration; refunds are not available after the validity period.
2.2 Fraudulent or Unauthorized Purchases
- Refunds will not be issued in cases of fraudulent activity, violation of ICY SIM Terms & Conditions, or unauthorized account use.
- Accounts involved in fraud may be suspended and investigated.
2.3 Accidental Purchases
- Once an eSIM is installed, it is considered used. Refunds are not available for accidental purchases.
2.4 Incorrect Charges
- Charge disputes submitted within 12 days of invoicing will be reviewed in good faith.
2.5 Faulty or Undelivered eSIMs
- eSIMs that are defective or not delivered as expected can be replaced or refunded within 30 days of purchase.
3. Refund Process
3.1 Initiation
- To request a refund, contact our support team at support@icysim.com or via the Contact Us page.
3.2 Additional Information
- We may request supporting information such as screenshots of device settings, transaction details, or explanations of the issue.
3.3 Refund Methods
- Original Payment Method: Refunds are returned to the original payment source. Allow up to 30 business days for processing.
- ICY SIM Credits: Refunds can also be issued as ICY SIM Credits, usable for future purchases.
3.4 Reseller Purchases
- Purchases made via resellers must follow the reseller’s refund policy. ICY SIM is not responsible for issuing direct refunds for reseller transactions.
4. Business Users
- Business Users making direct purchases from ICY SIM may receive refunds as ICY SIM Credits or credit notes, usable for future services or products.
5. Modifications
- eSIM data packages are provided as-is. Modifications or customizations after purchase are not permitted.
6. Contact Information
For any refund-related inquiries:
Email: support@icysim.com
Phone: +1 (307) 396-4647
Address: 30 N Gould St Ste R, Sheridan, WY 82801
