Refund Policy
This policy is part of our Terms of Service. It does not affect your statutory rights.
Uninstalled eSIMs
If you have not installed your eSIM, you can request a full refund within [30] days of purchase. We will check with our Network Partner that the profile has not been downloaded.
Installed but unused plans
Once an eSIM has been installed, it generally cannot be resold or reissued. If you installed the eSIM but never connected in a covered destination, contact us; we review these requests individually and may offer a refund or credit.
Activation failures
If your eSIM cannot activate because of a problem on our side or our Network Partner's side, and we cannot fix it after troubleshooting with you, we will refund you in full.
Network problems
If you cannot use the service in a covered area because of a sustained Network Partner fault that we cannot resolve, we will offer a full or partial refund based on the unused portion of the Plan. Temporary or localized coverage gaps, and reduced speeds under fair usage, are not network faults.
Device compatibility
We can refund an uninstalled eSIM if you discover your device is incompatible or carrier-locked. Installed eSIMs on incompatible devices are generally not refundable, because the profile has been consumed. Please use our compatibility checker before buying.
Duplicate purchases
If you accidentally bought the same Plan twice, we refund the uninstalled duplicate. If our systems detect a duplicate payment for the same order, it is refunded automatically.
If we can't deliver your eSIM
If we are unable to issue your eSIM within 24 hours of payment, we refund you in full automatically.
Refund eligibility summary
| Situation | Outcome |
|---|---|
| Not installed, within [30] days | Full refund |
| Our or our partner's fault, not fixable | Full refund |
| eSIM not delivered within 24 hours | Automatic full refund |
| Duplicate payment | Automatic refund |
| Installed, never used | Reviewed individually |
| Installed on an incompatible or locked device | Generally not refundable |
Refund processing period
We aim to process approved refunds within [3] business days. Your bank may take 5–10 business days to show the refund.
Non-refundable circumstances
- Data or validity already used.
- Plans that expired unused after activation.
- eSIMs deleted from a device by the customer.
- Breach of our Acceptable Use or Fair Usage Policy.
- Top-ups once applied to an eSIM.
How to request a refund
Contact support with your order number. We'll confirm the outcome by email.