Refund Policy

Overview

Eximgroup, trading as whitecatesim.com, sells digital eSIM data plans. Because delivery is electronic and provisioning may begin immediately after payment, refunds are limited as described below.

Full vs partial refunds

A full refund is only available when you could not use the eSIM because of a verified technical fault on our side or our provisioning partner’s side (for example, we failed to deliver activation details, or the profile could not be provisioned due to a provider fault).

If the eSIM could not be used because of smartphone incompatibility, a locked or misconfigured device, or because you changed your mind after purchase, only a partial refund applies — the payment-processing fee described below is withheld.

We may also approve a refund if you were charged in error or duplicated for the same order, or if mandatory consumer law in your country gives you a right to a refund in your circumstances.

When refunds are usually not available

We generally cannot refund:

• Plans that have already been installed, activated, or used
• Unused data remaining after partial use of a plan
• Poor coverage, speed, or quality in a specific location when the service is otherwise working as described
• Plans purchased for the wrong country, duration, or data size if the correct plan information was shown at checkout

How to request a refund

After you purchase esim, you may Sign in (see the button in right top corner) to your cabinet, where you can find all your esim orders. Expand your order, and in the bottom you can find the Refund Order button If the button is disabled - it means you cannot refund your order. Contact us within 14 days of purchase at [email protected] with your order email, order details (copy the details from payment_succeeded page), and a description of the issue. We may ask for screenshots or device information to troubleshoot before approving a refund.

Processing refunds

Approved refunds are returned to the original payment method. Processing times depend on your bank or card issuer and may take 5–10 business days after approval.

Where a partial refund applies, a payment-processing fee of 5% + €0.50 is withheld. The customer receives: amount − (amount × 5% + €0.50).

Example: if an eSIM costs $5.30, the fee is $0.76 (5% + €0.50), so you would receive $4.54 back.

If your order contains several esims, when refunding, only unused (i.e. not even installed) can be refunded using the above rule.

Chargebacks

Please contact us before opening a payment dispute so we can help. If a chargeback is filed, we may suspend related accounts while the case is reviewed.

Related policies

This policy should be read together with our Terms and Conditions.