When you get your money back
No fine print about refunds: we explain when you can cancel, when you get your money back and how to arrange it.
What this policy covers
This refund policy explains when you can cancel an order with HolySim, when you are entitled to a refund and how to request one. It is part of our terms and conditions, which you can find on this website. HolySim is a trade name of Electrorent B.V. You can reach us at support@holysim.nl.
Last updated: 2 August 2026.
Cancelling before delivery
As long as your eSIM has not yet been delivered by email, you can cancel your order free of charge. Email us at support@holysim.nl. You will then receive a full refund of the purchase amount.
After delivery: no right of withdrawal
An eSIM is digital content that is not supplied on a physical medium. At checkout you expressly agree that we deliver immediately after payment, and you waive your statutory right of withdrawal. This means you can no longer withdraw from the purchase after delivery.
An installed eSIM also counts as used. It is not eligible for a refund, except in the cases described below.
When you do get a refund
Is your eSIM not working due to a fault on our side or on the side of our eSIM supplier, for example a technical defect in the eSIM profile? Then we will first provide a working replacement. If that is not possible, we will refund the full purchase amount.
Please submit your request within 30 days of purchase, so we can still investigate the problem properly.
When we do not refund
We do not refund when the cause lies outside our control. This is the case, for example, if your device does not support eSIM or is SIM-locked: check this in advance on our devices page. We also do not refund unused data, or bundles that expired while data was left.
Coverage and speed depend on the local networks at your destination. Disappointing coverage or speed therefore does not entitle you to a refund.
How to request a refund
Email us at support@holysim.nl with your order number, your destination and a short description of the problem. We will respond as soon as possible.
If we grant a refund, you will receive the amount within 14 days through the payment method you used.
Your statutory rights
This policy never limits the rights you have as a consumer under mandatory law. This policy is governed by Dutch law. If we cannot resolve the issue together, you can bring the dispute before the competent court.