Refund & Replacement Policy

Waysim · waysim.co · Support: support.waysim.co

Effective date: 7 October 2026

In short: if something goes wrong, we replace your eSIM or refund the price to your Waysim Balance in the app. We do not send money back to your crypto wallet, except where the law requires it or in the limited cases in section 4.

1. How refunds work

• Approved refunds are credited to your Waysim Balance, usually within 3 business days. You can use the balance for any Waysim plan straight away.
• Waysim Balance is store credit. It has no cash value and cannot be withdrawn or transferred.
• Your eSIM is issued and reserved for you as soon as you pay, and cryptocurrency payments cannot be reversed. For this reason we do not send money back to your wallet for a change of mind, unused data or changed travel plans.
• Nothing in this policy limits rights you have under consumer laws that cannot be excluded by contract (sections 5 and 6).

2. When we replace your eSIM or refund to your balance

3. When we cannot help

Apart from rights under the law (sections 5 and 6), we cannot replace an eSIM or refund to your balance when:

• Your travel plans changed or you no longer need the plan, after the eSIM was installed.
• You deleted the eSIM from your device, or installed it on an incompatible or locked device.
• The data or validity period ran out.
• Speed or coverage varied within normal network conditions, or you used the eSIM outside the listed countries.
• The eSIM was suspended for breach of our Terms of Service or the Acceptable Use & Fair Use Policy.
• The problem was caused by device settings and was solved by following our instructions (for example, data roaming was turned off).

4. Refund to your wallet on request

We send money back to your crypto wallet only in these two cases.

A. The service failed completely and could not be fixed. All of these conditions must be met:

1. The eSIM never worked — it did not connect and no data was used — or you paid and no eSIM was delivered.
2. The cause was on our side or the network's side, not your device, its settings, a carrier lock, the wrong destination or use outside the listed countries.
3. You completed the troubleshooting steps from our live chat, and we could not give you a working replacement for the same destination within 3 business days.
4. You asked within the plan's validity period and no later than 30 days after purchase.
5. You sent the evidence: order number, ICCID, transaction hash, device model and operating system version, screenshots showing the Waysim line turned on with data roaming on and mobile data set to it, and where and when you tried to connect.

B. We received money without a completed order. You paid too much (the extra amount), too little to complete the order, or after the payment window expired, and you ask within 30 days of the payment, with the transaction hash.

How we pay. We refund the USD value of the amount concerned, at the time of your payment, in the same cryptocurrency and network, to a wallet address you confirm in writing in the live chat or from your account email. The blockchain network fee is deducted unless the law requires us to pay it. We check every request manually, decide within 5 business days and pay within 14 days of approval. If a request does not meet these conditions, we offer a replacement or a refund to your Waysim Balance instead.

5. EU, EEA and UK: right of withdrawal

If you live in the EU, EEA or UK, the law gives you a right to withdraw from an online purchase within 14 days.

• When it ends. Before payment you ask us to deliver your eSIM and start the service immediately. Your right of withdrawal therefore ends when the eSIM is delivered, if the law treats the plan as digital content, or once the plan has been fully provided (all data used or the validity period ended), if the law treats it as a service.
• How to withdraw. Tap "Withdraw from contract here" on the order in the app, or email support@waysim.co with your name, account email and order number. We confirm receipt by email straight away.
• How much you get back. If no data has been used, the full price. Otherwise we deduct the part already provided: the share of data used or, for unlimited and day-pass plans, the share of days started. Where the plan page shows a separate eSIM issuance fee, that part is provided in full when the eSIM is delivered and is not refunded.
• How you receive it. You choose: instantly to your Waysim Balance, or to your crypto wallet within 14 days, in the coin and network you paid with, at the USD value of your payment, with the network fee paid by us.

6. Other consumer laws

If a consumer law that applies to you gives you a right to a refund that cannot be excluded by contract, we will honour it. Where that law allows, we deduct the value of the service already provided and the costs we have already incurred, and we pay the refund as described in section 4.

7. How to ask

1. Open the live chat in the Waysim app. If you cannot open the app, go to support.waysim.co or email support@waysim.co.
2. Tell us the problem and send the evidence listed in section 4.
3. We aim to reply within 24 hours.

8. Waysim Balance

Credits are added to your Waysim Balance and can be used for any Waysim plan. Balance has no cash value and cannot be withdrawn or transferred, except for refunds the law requires. Full rules are in section 10 of the Terms of Service (waysim.co/terms).

9. Contact

Support: live chat in the Waysim app · support.waysim.co · support@waysim.co