Refund Policy for Balisim.com
At Balisim.com, customer satisfaction is our priority. Our refund policy is designed to address specific issues that may arise with your eSIM purchase. Please review the following terms:
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Damaged or Unscannable QR Code
If your eSIM QR code is damaged or cannot be scanned, we will replace it with a new eSIM at no additional cost. -
System Registration Failure
If your eSIM cannot be activated due to a registration failure on our system, we will provide a 100% refund of your payment. -
Device Contract Restrictions
If your eSIM does not work because your phone is under a contract with your home country and you become aware of this after purchase, we will refund 50% of the purchase price. -
Device Incompatibility with eSIM
If your phone does not support eSIM, we cannot provide a refund. However, you may exchange your eSIM for a physical SIM card at one of our partner booth locations. -
Mandatory Submission of Documents for Refund Process
If you decline to submit the necessary documents required for eSIM or SIM card activation as outlined in our blog Why You Should Register Your IMEI When Buying an eSIM or SIM Card in Indonesia, we will not be able to process any refund requests. -
Customer-Side Errors & Circumstances
For refund requests resulting from customer error or personal circumstances — including but not limited to unused eSIM, document submission issues, device incompatibility, or any other reason outside of Balisim.com's control — a maximum refund of 75% will be issued. The remaining 25% covers system, payment processing, and data protection fees to ensure the safety and security of your transaction.
For any refund or exchange requests, please contact our customer support team and provide the necessary details of your purchase.
