Refund Policy

Last updated: April 7, 2026

When you are entitled to a refund

We will refund or replace your eSIM without question in any of these situations:

• Your eSIM was not delivered and we cannot reissue it
• Your QR code or activation credentials are invalid due to a supplier failure
• Your plan cannot activate due to a verified issue on our or our supplier's end
• Your plan becomes unusable due to a confirmed network outage or provisioning failure

In these cases, contact us within 7 days of purchase and we will process your refund within 5 business days.

When refunds do not apply

Because eSIMs are digital products delivered instantly, refunds cannot be issued in these circumstances:

• Your device does not support eSIM — please check compatibility before purchasing
• Your device is carrier-locked or restricted by your home operator
• You purchased the wrong destination or plan size
• The plan has been installed, activated, or partially used
• Connectivity issues are caused by local coverage limitations, VPN interference, incorrect APN settings, or your device configuration

If you are not sure whether your device is compatible, email us at support@karibuesim.com before purchasing and we will check for you — for free.

How to request a refund

Email billing@karibuesim.com with the following:

1. Your order number
2. Your ICCID (if you have it)
3. A screenshot of the error or issue
4. Your device model and OS version
5. What steps you already tried

We aim to respond within 24 hours and resolve eligible cases within 5 business days. Approved refunds are returned to your original payment method or Karibu wallet, depending on the situation.

Chargebacks

Please contact us before filing a chargeback. We resolve genuine issues quickly and fairly. Abusive chargebacks on valid transactions may result in account suspension.

Questions? Reach us at billing@karibuesim.com or support@karibuesim.com