Refund Policy

General principle

Each request is reviewed individually based on the order’s circumstances and applicable law. This policy does not restrict consumer rights that cannot legally be limited.

1. Before eSIM issuance

If the upstream provider has not yet issued or purchased the eSIM profile and RMsim has not incurred non-refundable fulfilment costs, cancellation and a refund are generally possible.

2. After eSIM issuance

If the eSIM profile has already been purchased and issued and RMsim has incurred actual non-refundable fulfilment costs, those circumstances and costs may be considered when determining the refund amount, where permitted by applicable law.

3. Technical failure on our side

If a purchased eSIM cannot be supplied or fails for a confirmed reason attributable to RMsim or our profile-issuance chain, we may diagnose the issue, replace or reissue the eSIM, or provide an appropriate full or partial refund depending on the circumstances and applicable law.

4. Customer or device circumstances

The following alone do not establish a service defect:

• the device does not support eSIM;
• the device is carrier or SIM locked;
• the wrong destination or unsuitable package was selected;
• device or network settings are incorrect;
• data roaming is disabled where required;
• the customer deleted the eSIM profile;
• the purchased data allowance was used;
• the package validity period expired;
• coverage is weak or unavailable at a specific location due to the local operator’s network.

These circumstances do not automatically remove statutory consumer rights; every request is still reviewed on its merits.

5. Requesting a refund

Email support@shahruapp.com with:

• order reference;
• destination and package;
• device model;
• a description of the issue;
• screenshots where useful.

We do not request unnecessary personal or payment data.

6. Refund method

Approved refunds are returned to the original payment method where technically possible, subject to the payment provider’s processing times.