Refund policy

A consumer is a natural person who enters into a legal transaction for the purpose of purchasing goods or services for their own private needs.

This cancellation policy also applies to contracts concluded via the “eSIMony” mobile app or Shopify Checkout.

Right of cancellation for goods

This section applies only where goods in the legal sense are delivered in an individual case. For digital travel eSIMs that are not supplied on a physical medium, the additional special information below applies.

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period of 14 days begins on the day on which you or a third party named by you, who is not the carrier, have or has taken possession of the goods, provided that you have ordered one or more goods as part of a single order and these are delivered together.

To exercise your right of cancellation, you must inform us, HD Solutions GmbH, Danckelmannstr. 9, 14059 Berlin, by means of a clear written statement, by post, by email to hello@esimony.com, via our contact form, via the native withdrawal function in the app using the button “Withdraw from contract” or, where available, via the support function in the app, of your decision to cancel the contract. You may use the attached model cancellation form for this purpose.

The cancellation period is met if you send your written statement before the cancellation period expires.

Consequences of cancellation

If you cancel a contract, we will reimburse all payments received from you. The reimbursement will be made no later than 14 days after receipt of the cancellation. For the reimbursement, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. You will not be charged any additional fees as a result of the reimbursement.

If you used a discount code, voucher or other credit when placing the order, reimbursement will only be made in the amount actually paid by you. The treatment of points or discount codes used is additionally governed by the applicable terms, in particular the terms and conditions of the “eSIMiles” bonus points and loyalty program, if you participate in it.

Cancellation policy for services

Right of cancellation

You have the right to cancel this contract within fourteen days without giving any reason. The cancellation period begins on the day the contract is concluded.

The cancellation period is met if you send your written statement before the cancellation period expires.

Consequences of cancellation

Expiry of the right of cancellation for digital travel eSIMs and services

Our travel eSIMs are provided digitally. Provision may include, in particular, QR codes, installation data, activation information, eSIM profiles, status information, usage data and top-up options.

Depending on the product, the contract may legally qualify as digital content, a digital service, a service or a combination of these. The eSIM is not supplied on a physical medium.

For digital content that is not supplied on a physical medium, your right of cancellation expires if we have begun performance of the contract after you expressly consented to us beginning performance before the end of the cancellation period and you confirmed that, by giving your consent, you lose your right of cancellation once performance of the contract begins.

Where the contract includes a service, your right of cancellation in the case of a paid contract expires upon full performance of the service if, before performance begins, you expressly consented to us beginning performance before the end of the cancellation period and confirmed that your right of cancellation expires upon full performance of the contract by us.

Without valid express consent and confirmation of knowledge before performance begins, your statutory right of cancellation remains in place in accordance with the statutory provisions.

The consent and confirmation of knowledge given by you must be documented in the ordering process and, where legally required, confirmed to you in the contract confirmation on a durable medium, for example by email.

Travel groups and fellow travelers

If you purchase one or more travel eSIMs for fellow travelers using the travel groups feature, you remain the purchaser and contracting party for the order.

The right of cancellation described in this cancellation policy is exercised by you as the purchaser. Fellow travelers for whom an eSIM is purchased do not become separate contracting parties with HD Solutions GmbH merely because activation information is sent to them.

If, at your request, digital travel eSIMs for fellow travelers are provided or made activatable immediately after purchase, the rules on expiry of the right of cancellation for digital travel eSIMs and services apply accordingly. The required express consent and confirmation of knowledge must be given by you as the purchaser in checkout before performance begins.

A cancellation may relate to the entire contract or, where legally and technically possible, to individual eSIMs purchased as part of a travel group.

If an order or an individual eSIM purchased for a fellow traveler is canceled, withdrawn from or refunded, the affected eSIM may be invalidated, marked as canceled and no longer usable, including for the fellow traveler.

Model cancellation form

To cancel a contract, you may complete this form and return it to us:

HD Solutions GmbH
Danckelmannstr. 9
14059 Berlin
Germany

Email address: hello@esimony.com
Phone: +49-30-95 999 65 56

I/we () hereby cancel the contract concluded by me/us () for the purchase of the following goods ()/the provision of the following service ()/the provision of the following digital travel eSIM (*):

Ordered on ()/received on ():

Name of consumer(s):

Address of consumer(s):

Email address of customer account, if different:

Order number, if known:

Signature of consumer(s), only if notified by post:

Date:

(*) Delete as appropriate

Date: 14.07.2026