Refund and cancellation
- Operated by
- Our Networking Canada Ltd., Barrie, Ontario, Canada
- Website
- esimdtc.com
- Support contact
- sales@esimdtc.com
- Last updated
- October 2026
- Applies to
- All purchases made on esimdtc.com
1. Overview
This Refund Policy explains when you can cancel an order or receive a refund for a prepaid, data-only travel eSIM bought on esimdtc.com, how to ask for one, and how long a refund takes. It forms part of our Terms of Service.
Our plans provide mobile data only. They do not include voice calls or SMS. The data allowance, validity period, supported networks and price of each plan are shown on the plan page before you pay, and those details form part of your purchase.
Nothing in this policy removes or limits any right you have under applicable consumer protection law. If anything in this policy conflicts with a statutory right that applies to you, that statutory right prevails.
2. How to request a cancellation or refund
Email us at sales@esimdtc.com and include:
- Order reference — your order reference (shown in your order confirmation email);
- Checkout email — the email address you used at checkout;
- What happened — a short description of the problem, including your destination and, for a connection problem, the steps you have already tried.
Do not send credentials. Please do not send us your eSIM QR code, installation credentials, or payment card details. We never need them to process a refund, and sending them creates a security risk for you.
We acknowledge refund requests within one business day and will tell you the outcome of our review, or ask for any information we still need, within five business days of receiving a complete request. If your trip is imminent, say so in your message and we will prioritise your case.
3. Cancellation before fulfilment
You may ask us to cancel your order at any time before your eSIM has been issued and your payment captured.
Where payment has only been authorised and has not yet been captured, cancelling the order releases the authorisation. No charge is completed, so there is no refund to issue; the hold is removed by your card issuer, which can take a few days depending on your bank.
Where payment has already been captured but the eSIM has not yet been issued, we will cancel the order and refund you in full under Section 8.
4. Unused, uninstalled packages
If you bought a plan and no longer need it, you may request a refund provided the package is both unused and uninstalled:
- the eSIM has not been installed on any device;
- the package has not been activated and no data has been used; and
- the request is made before the unused-package expiry date shown for your plan at the time of purchase.
Requests that meet these conditions are normally approved in full. Approval remains subject to any restriction that applies to the specific package, which will have been shown before checkout, and to your applicable consumer rights. If a package restriction prevents a refund, we will explain which restriction applies when we reply.
5. Installed eSIMs that cannot connect
Delivering a working connection is our responsibility. If you have installed your eSIM correctly, you are in an area covered by the plan, and the eSIM cannot connect to a supported network, contact us so we can troubleshoot with you. Common fixes include selecting the eSIM for mobile data, enabling data roaming for that line, and checking the access point name (APN) settings.
If we cannot resolve the problem and the service cannot be provided, the purchase is refundable. We will not treat a network or fulfilment failure as your error, and your confirmation of device compatibility does not transfer that responsibility to you.
Where troubleshooting shows the failure is caused by the local network and a different supported network is available for your plan, we may first ask you to switch to that network. If no supported network can provide service at your location, the refund applies.
6. Device compatibility and other cases that are not fulfilment failures
Before you buy, you must confirm that your exact device model supports eSIM and that the device is carrier-unlocked. Model, region and carrier restrictions differ, and our device guidance is provided to help you check.
If a device turns out to be incompatible or carrier-locked after that confirmation, that is not, by itself, a failure by us to fulfil your order, and a refund is not guaranteed on that ground alone. Your statutory rights remain unaffected, and if your package is still unused and uninstalled, Section 4 may still apply — contact us and we will review your case.
Refunds are also not normally available where:
- you bought a plan for the wrong destination and the package has been installed or activated;
- you did not use, or did not finish using, your data allowance;
- service was available but slower than you expected, where a supported network provided a usable connection; or
- you ask for a refund after the package has expired.
In every case we will explain our decision, and we will always consider exceptional circumstances and any rights you have under applicable law.
7. Partial use, activation and expiry
For the plans we list, the validity period starts on first connection to a supported network at your destination. Once a package has been activated and data has been used, it has been partly consumed and a full refund is no longer possible. In those cases we assess any refund on the circumstances — for example, a connection failure under Section 5 — rather than on the amount of data remaining.
An unused package expires on the unused-package expiry date shown at purchase. Expired packages cannot be activated and are not refundable, except where applicable law requires otherwise or where the expiry resulted from our failure to deliver the installation details.
8. How approved refunds are paid, and how long they take
- Original payment method — refunds are returned to the original payment method used at checkout. We cannot refund to a different card, account or person;
- Original currency — in the currency of the original purchase (prices on esimdtc.com are in USD). Your bank may convert the amount if your account is in another currency, and the converted amount may differ slightly because of exchange-rate movements;
- Timing — once approved, we submit the refund to our payment processor promptly, normally on the same or the next business day. The refund then typically appears on your statement within 5 to 10 business days. Timing after submission is controlled by your bank or card issuer, so we cannot promise an exact date.
You will receive an email confirming when a refund has been approved and submitted. If a refund has not appeared after 10 business days, contact us with your order reference and we will help you trace it with the processor.
9. Payment disputes and chargebacks
If something has gone wrong, please contact us first. Most problems — including a charge you do not recognise from Our Networking Canada Ltd. for esimdtc.com — can be resolved quickly using your order reference, and a refund under this policy is normally faster than a dispute through your bank.
Nothing in this section removes your right to dispute a payment with your bank or card issuer. If you do open a dispute, we will provide the issuer with the order, delivery and activation records for your purchase so the claim can be assessed fairly.
10. Your consumer rights and governing law
This policy is in addition to, and does not replace, any rights you may have under the Consumer Protection Act, 2002 (Ontario), the laws of the province or country where you live, or any other applicable consumer protection law. Statutory rights — including any right to a remedy where a service is not provided with reasonable care, or is not as described — are unaffected by anything in this policy.
Subject to those rights, this policy is governed by the laws of the Province of Ontario and the federal laws of Canada that apply in Ontario.
11. Changes to this policy
We may update this policy from time to time. The version in force when you placed your order governs that order. We will publish any updated version on this page and change the “Last updated” date above.
12. Contact us
For cancellations, refunds, troubleshooting or any question about this policy, contact:
Our Networking Canada Ltd., operator of esimdtc.com
Barrie, Ontario, Canada
Email: sales@esimdtc.com
Please include your order reference in every message so we can find your purchase quickly. We aim to reply to support messages within one business day.