Refund Policy

At BuddySIM we want to offer you an uncomplicated and safe shopping experience. However, it may happen that you cannot or do not want to use an eSIM. We are also aware that connection problems, although rare, may occasionally occur. Therefore, we have a flexible refund policy.

This Refund Policy explains the conditions under which refunds are possible and the process for requesting a refund.
‍
‍1. General requirements
Refund requests can be made if:
- you are a consumer within the meaning of §13 BGB,
- the eSIM has not been activated and no data connection has been established,
- the refund within 14 calendar days requested in writing from the date of purchase.
‍
Please send your reasoned request to refund@buddysim.com. Refunds are usually made using the same payment method within 5-10 working days of approval, but no later than within 30 calendar days.

‍2. Full refund (cancellation)
A full refund is possible if: the eSIM has not been activated or used (no connection to the foreign network), the application within 14 days is submitted, and there is no misuse (e.g. multiple activations).
‍
Examples:
- Double order
- Cancellation of trip before eSIM activation
- technical incompatibility without prior use

‍3. Incompatible or blocked devices
If your device is not compatible with eSIMs or has been blocked by a network provider and you have not checked this in advance, we will examine your refund request if: no activation or data usage has taken place, and you submit a screenshot or compatibility log that proves the block or incompatibility.
‍
Note: In such cases one can processing fee of EUR 5 deducted as we incur non-refundable costs for each transaction. Please always check in advance www.buddysim.com/checkwhether your device is eSIM compatible. Refund requests that do not fall under the above regulations will be examined on a case-by-case basis. Approval is granted solely on a goodwill basis.

‍4. Refund in case of connection problems
If the eSIM has been activated but due to technical problems with BuddySIM or our network partners is not working properly, you can request a partial or full refund.

Requirement:
Contact us immediately if the problem occurs support@buddysim.com or via WhatsApp. Submit suitable evidence (Screenshots, network errors, device information, etc.).
Important: Refunds are excluded if the error is first reported after the eSIM validity expires, the eSIM was not installed according to the instructions, the problem is due to user error or device incompatibility.

‍5. Partial refund after usage
BuddySIM can as a gesture of goodwill offer a partial refund if: the data package is activated, but over 99% unused has remained, the service has demonstrably not been provided as agreed, there is no reason for exclusion (e.g. misuse, disclosure).
‍
The decision is made at BuddySIM's reasonable discretion and is not enforceable.

‍6. Exclusion of refunds
A refund is excluded if: the eSIM is activated and clearly used (consumption of data volume), the eSIM was deleted from the device on your own initiative after activation, the order is canceled outside the 14-day period, the device was not eSIM compatible and this was apparent before purchase, additional costs incurred by third parties (e.g. roaming fees, hotel phone calls), the refund request is unfounded or abusive.

‍7. Refund amount
Only the amount actually paid will be refunded. If you used a discount code, the refund will be based on the discounted price - not the list price.

‍8. Refund Process
Submit your application to refund@buddysim.com. Add screenshots or evidence (e.g. device data, proof of errors). Our support will review your case within 5 working days. The refund will be made within 30 calendar days after approval.

‍9. Repayment methods
The refund will be made using the same payment method that you used when ordering. If this is no longer available, we will Contact you to arrange an alternative repayment.