Refund policy

1. When you get a full refund

• The eSIM will not install on your phone.
• It installs but never connects to the network, and our troubleshooting does not fix it.
• We failed to deliver it at all after you paid.
• You paid twice for the same order by mistake.
• You bought it, have not installed it yet, and changed your mind — see section 2.

2. Changing your mind

An eSIM that has never been installed can be refunded in full within 14 days of purchase. Nothing has been consumed, so there is nothing for us to argue about.

Once it has been installed and has connected to the network, the plan has started and cannot be returned or cancelled. At that point section 3 applies instead.

3. When we cannot refund in full

We would rather say this plainly here than surprise you later:

• The eSIM worked and you used the data. Once data has been consumed the plan has been delivered. If something still went wrong, talk to us — we look at these case by case and we are not looking for reasons to say no.
• Your phone cannot use eSIM at all. This is refundable, and it is also avoidable: check your model before you pay. We will tell you honestly if we are not sure, and an honest “we do not know” is a real answer we give often.
• You wanted a Pakistani phone number. This product is internet only — no number, no calls, no SMS. We say so on every plan page, above the buy button. If you bought it expecting a number and have not installed it, section 2 covers you.
• Coverage where you are standing. The eSIM runs on a local network and we cannot make that network reach further than it does. If you get no signal at all where a normal local SIM works fine, that is a fault and we will refund it.

4. Things that are not a fault

Two of these come up constantly, and neither means the eSIM is broken:

• Data Roaming is switched off. This is a roaming eSIM. It will not connect until Data Roaming is on for it. It is one toggle, we walk you through it, and we check on you if we see it installed but not connected.
• Your connection appears to come from outside Pakistan. That is how a roaming eSIM works, and we say so on every plan page before you pay. For normal use it changes nothing. If a particular service does behave differently for you and you have not installed the eSIM yet, section 2 applies.

5. How to ask for one

Message us on WhatsApp or email us with your order reference — it looks like FS-4K7QM and is on your order page and in the message we sent you. Tell us what happened. That is the whole process; there is no form.

We will usually try two or three things with you first, because most problems are fixable in a couple of minutes and you would rather have working internet than your money back. If it is not fixable, we refund.

6. How long it takes

• Decision: same day, usually within a couple of hours.
• Easypaisa or JazzCash: the money is sent back within 1–2 working days.
• Bank transfer: 2–5 working days, depending on your bank.

Refunds go back to the same account you paid from. We cannot send a refund to a different account — that rule protects you more than it protects us.

7. Who we are

This policy is offered by First SIM, trading as FirstSIM, a sole proprietorship registered in Pakistan. The same details are at the bottom of every page.