Refund Policy

ICY SIM sells digital eSIM data plans that are provisioned instantly upon purchase. Due to the digital and irreversible nature of eSIM activation, our refund policy follows industry-standard practices for digital goods.

We are committed to delivering a reliable service and will work with you to resolve genuine issues fairly and promptly.

Refunds are not issued in the following situations:

• eSIM already installed or scanned — Once the QR code has been scanned and the eSIM profile installed on your device, the plan is considered used and is non-refundable
• Data partially or fully consumed — Plans where any data has been used are non-refundable
• Change of mind — Refunds are not provided for purchases you no longer want once the eSIM has been provisioned
• Incompatible device (knowable before purchase) — If your device's incompatibility was publicly documented and you did not check before purchasing
• Network coverage dissatisfaction — We cannot refund for coverage quality, as network availability depends on local operators beyond our control
• Plans expired unused — Plans that have expired without any data being used are generally not refundable unless due to a provisioning error on our part

We will issue a full refund in the following circumstances:

• Provisioning failure — Your eSIM was not successfully provisioned and you never received a working QR code or activation code
• Technical defect — The eSIM profile was provisioned but is technically defective and cannot be activated despite following correct installation steps on a compatible device
• Duplicate charge — You were charged twice for the same order due to a payment processing error
• Uninstalled eSIM within 24 hours — If you have not yet scanned the QR code and contact us within 24 hours of your purchase requesting a refund, we will consider your request at our discretion

In eligible cases, we may also offer a replacement eSIM of equivalent value as an alternative to a monetary refund.

To request a refund, please contact us at support@icysim.com with the following information:

• Your account email address
• Your order number (found in your confirmation email or in the ICY SIM app under "Orders")
• A description of the issue you experienced
• Screenshots or evidence of the problem (if applicable)

Our support team will review your request and respond within 1–2 business days.

Approved refunds are processed as follows:

• ICY SIM processing — We initiate the refund within 1–3 business days of approval
• Bank processing — Refunds typically appear on your statement within 5–10 business days, depending on your card issuer
• Refunds are returned to the original payment method used at checkout

If you used Apple Pay or Google Pay, the refund will be returned to the card linked to your digital wallet.

Partial refunds may be issued at our discretion in cases where:

• A multi-plan order was partially fulfilled (e.g., one of multiple eSIMs failed to provision)
• A coupon or discount was applied and the refund amount is adjusted accordingly

We do not offer pro-rated refunds for partially used data plans.

We strongly encourage you to contact us directly before initiating a chargeback with your bank or card issuer. We resolve most issues faster and more efficiently through direct communication.

Fraudulent chargebacks — where an eSIM was successfully delivered and used — may result in account suspension and be reported to payment networks. If you believe a charge is incorrect, please email support@icysim.com and we will investigate promptly.