Refund Policy
Covered domains: this document applies to all Esimtruck websites operated by AXERON S.R.L.: esimtruck.com, esimtruck.ro, esimtruck.eu, esimtruck.uk, esimtruck.de, esimtruck.pl, esimtruck.fr and esimtruck.biz.
1. Nature of the Products — Digital Goods
Esimtruck sells exclusively digital products — eSIM data plans delivered electronically (LPA code + QR code) to the Customer’s email address immediately after payment confirmation.
No right of withdrawal: under Government Emergency Ordinance 34/2014 (Directive 2011/83/EU, Art. 16(m)), the 14-day right of withdrawal does NOT apply to digital content supplied on a non-tangible medium when performance has begun with the consumer’s prior express consent and the consumer has acknowledged that they understand the loss of the right of withdrawal. This consent is provided by selecting the dedicated checkbox at checkout.
2. Refund Situations
| Situation | Refund | Conditions |
|---|---|---|
| The eSIM was NOT delivered by email due to a technical platform error | YES | Report submitted within 48 hours of the order |
| The eSIM was delivered, but the code is invalid due to a platform error | YES | Report submitted within 24 hours of delivery, with evidence (screenshots) |
| The eSIM was successfully activated, but the Customer no longer needs it | NO | Digital product consumed — non-refundable |
| The internet connection works, but the speed is below expectations | NO | Network quality depends on the local operator in each country |
| The Customer’s device is not compatible with eSIM | NO | Checking compatibility is the Customer’s responsibility, according to the compatibility page |
3. Request Procedure
- Send an email to suport@esimtruck.com with the subject: Refund request — Order #[number].
- Include the order number, the email address used for the order, the reason for the request and any relevant screenshots.
- We will respond within a maximum of 2 business days.
- If the request is approved, the amount will be returned to the original payment method within 5–7 business days (bank card via Stripe).
4. Contact
Email: suport@esimtruck.com · Support available 24/7 in Romanian.