Last updated: June 19, 2026
Refund Policy
ezSIM plans are digital goods. We offer the most consumer-friendly refund arrangement permitted by applicable regulations.
⚖️ About the 7-Day Cooling-Off Period
eSIM is a digital content product. Under Article 2, Paragraph 3 of the "Regulations on Reasonable Exceptions to the Right to Cancel Distance Transactions" (Taiwan), digital content that is provided and downloaded/installed with the consumer's consent is exempt from the 7-day cooling-off period under Article 19 of the Consumer Protection Act.
1. Eligible for Refund
✅ Not Yet Activated (QR Code Not Scanned)
If your trip was cancelled or you selected the wrong plan, and your eSIM has not been scanned and installed on any device, please contact support before the plan validity begins to request a full refund.
✅ Product Defect — Unable to Activate
If your eSIM cannot be activated due to a technical issue (not user error), and the issue persists after troubleshooting with our support team, we will issue a full refund.
✅ Manual Delivery Orders (Marketplace)
If you received a claim link through a marketplace order and have not yet clicked to claim your eSIM, you may request a refund within the link validity period. Once the claim is completed, the order is considered delivered and non-refundable.
2. Not Eligible for Refund
- eSIM QR Code has been scanned and installed on a device (regardless of whether data was used)
- Plan has already expired
- Issue caused by user error (e.g., accidentally deleting the eSIM)
- Poor signal in a given area (signal strength varies by location and is not a product defect)
- Manual delivery order claim has been completed
- Refund request submitted after the plan has started
3. Refund Process
- Contact Support：Email service@zens.app with your order number and reason for the refund request.
- Provide Details：For defect refunds, please include screenshots or a description of the issue for technical review.
- Review：Our team will respond with a decision within 1–3 business days.
- Refund：Once approved, the refund will be returned via the original payment method. Credit card refunds typically take 5–14 business days depending on your bank.
4. Common Questions
Q：Can I get a refund for poor signal?
Unfortunately, signal quality varies by location, terrain, population density, and local carrier coverage — this is not considered a product defect and does not qualify for a refund. We recommend checking local carrier coverage maps before purchasing.
Q：I accidentally deleted my eSIM — can I get a replacement?
eSIMs are single-use digital certificates. Once deleted, they cannot be reinstalled and are not eligible for a refund or replacement. Please do not delete your eSIM until after your plan has expired.
Q：Can I switch to a different plan?
Plan exchanges are not directly supported. If you need a different plan, please apply for a refund (if eligible) and place a new order.
Q：Can I get a receipt for reimbursement?
International data cards are zero-rated goods and do not include a VAT receipt under Taiwan tax law. An electronic receipt will be issued after payment, with "Data SIM Card" as the item description.
Need Help?
Contact support: service@zens.app (Mon–Sat 10:00–20:00 Taiwan Time)