Refund Policy

Last updated: 01.10.2026

This Refund Policy explains when and how you can obtain a refund for an eSIM purchased from Flash Sim (ESIM MADALIN LLC). It applies together with our Right of Withdrawal / Return Policy and our Terms & Conditions.

1. Nature of the product

An eSIM is digital content/service delivered electronically (a QR code / activation profile sent to your e-mail and shown on your order page). No physical goods are shipped.

2. When you are entitled to a refund

• eSIM not supplied: if we cannot deliver the eSIM you paid for, we cancel the order and refund the full amount paid.
• Technical fault attributable to us: if the eSIM cannot be installed or activated because of a defect on our side and we are unable to resolve it, you are entitled to a full refund.
• Not yet installed or activated: if you have not installed or activated the eSIM and its performance has not begun, you may withdraw within 14 days and receive a full refund (see the Return Policy).
• Duplicate or erroneous charge: we refund any duplicate or incorrect payment in full.

3. When a refund is not available

• The eSIM has already been installed/activated and the service has begun, where you gave prior express consent to immediate performance and acknowledged losing the right of withdrawal by ticking the corresponding box at checkout (see Return Policy).
• Lack of coverage or slow speed caused by your device, settings, or local network conditions outside our control, where the service itself functions.
• Data already consumed, or data and days not used by the end of the plan's validity.
• Incorrect device (a device that does not support eSIM or is locked to a network), where compatibility information was made available before purchase.
• The free 1-day offer: nothing was paid, so there is nothing to refund.

4. How to request a refund

Open a support request on the Website (no account needed: use the ICCID of your eSIM together with the e-mail address or phone number of your order) or e-mail clienti@flashsim.com with your order number and a description of the issue. Please contact us before installing the eSIM if you believe there is a problem, so we can assist.

5. Processing time and method

Approved refunds are made to the payment method used for the purchase, through our payment processor Stripe, normally within 14 days of us accepting the request. Your bank or card issuer may need a few additional business days to show the amount.

6. Statutory rights

This policy does not affect your mandatory rights as a consumer under EU law, including remedies for non-conforming digital content/services under Directive (EU) 2019/770.