We want every ApexLinx purchase to be a good experience. If something goes wrong, whether your device isn't compatible, you ordered by mistake, or our service couldn't deliver, we aim to make it right. This page explains clearly when refunds apply and how to request one.

1. Our Commitment

eSIM plans are digital products. Once a plan is activated and data is provisioned, we cannot reverse the transaction in the same way a physical product can be returned. We've built our refund policy to be fair: we take on risk for things within our control and ask you to take on risk only for things within yours.

If you're unsure whether your device is compatible before purchasing, ask us first. We're happy to check.

2. When Refunds Are Available

Incompatible device

If your device does not support eSIM and you haven't activated the plan, we'll issue a full refund. To qualify:

• The eSIM QR code must not have been scanned or activated.
• You must contact us within 14 days of purchase.
• We may ask for your device model to confirm the incompatibility.

Note: A carrier-locked phone is not the same as eSIM-incompatible. Carrier lock is a separate issue that prevents international use. Refunds for carrier-locked devices are evaluated case-by-case; see Section 4.

Accidental or duplicate purchase

If you accidentally purchased the same plan twice, or purchased the wrong plan entirely, we'll refund the duplicate or mistaken order, as long as the QR code for that order has not been activated.

• Contact us within 7 days of the accidental purchase.
• Include your order reference(s) so we can identify the duplicate.

Unactivated plan

If you purchased a plan, never activated it, and your travel plans changed, we'll consider a refund if you contact us within 14 days of purchase and the QR code has not been scanned. We may issue a credit or refund at our discretion depending on provider terms for that specific plan.

Service failure: QR code not delivered

If you completed checkout but never received your QR code by email (and it isn't in your spam folder), contact us. If we're unable to deliver your eSIM credentials, you'll receive a full refund.

Technical failure preventing activation

If your compatible, unlocked device genuinely cannot activate the eSIM due to a fault on our end (e.g., an invalid QR code, a provisioning error from our provider), we'll work with our provider to resolve it. If we're unable to, you'll receive a full refund.

3. When Refunds Are Not Available

Activated plans

Once your eSIM QR code has been scanned and the plan is activated, the data has been provisioned by our network provider and the transaction cannot be reversed. Activated plans are non-refundable, even if you used very little data or did not end up travelling.

Change of travel plans

We understand that travel plans change unexpectedly. However, once a plan is activated, or once the refund window (14 days) has passed on an unactivated plan, we're unable to issue refunds for change-of-plans situations.

Tip: Install your eSIM before you leave, but if your trip is uncertain, wait until you're sure before activating.

Partial data use

We do not offer pro-rated refunds for partially used data plans. If you've used any portion of your data allowance, the plan is considered consumed.

User configuration errors

Connectivity issues caused by incorrect phone settings (e.g., Data Roaming disabled, wrong APN, using the home SIM for data instead of the eSIM) are not covered by our refund policy. Our FAQ covers the most common setup mistakes, and our support team can walk you through troubleshooting.

4. Case-by-Case Situations

Some situations don't fit neatly into "eligible" or "not eligible." These include:

• Carrier-locked device: If your device is carrier-locked (not just eSIM-incompatible), we'll work with you on a resolution, but we may not be able to offer a full refund if the QR code was activated. Check your carrier lock status before purchasing.
• Network outages or poor coverage: If a destination's partner network experienced a documented outage during your travel period, contact us. We'll review the situation with our provider and do our best to find a fair outcome.
• Exceptional circumstances: If you believe your situation warrants special consideration, reach out. We're a small team and we'll listen.

5. How to Request a Refund

To start a refund request, contact our support team by email at support@apexlinx.com. Please include:

• The email address used at checkout
• Your order reference number (if available)
• The reason for your refund request
• Your device model (if the issue is compatibility-related)

We aim to respond to all refund requests within 2 business days.

6. Refund Processing

Approved refunds are returned to the original payment method. Processing typically takes 5–10 business days to appear on your statement, depending on your bank or card issuer.

We'll confirm the refund by email once it's been processed on our end.

7. Contact Us

Questions about this policy? Reach out anytime:

ApexLinx, Inc.
Email: support@apexlinx.com
Website: https://apexlinx.com