Refund policy

The short version

If your eSIM cannot be installed, or it installs but cannot connect at your destination and we cannot fix it together, we refund it. If you change your mind, we refund any plan you never installed. Either way, ask within 30 days of purchase. Data you have already used is not refundable.

The sections below make this precise.

Refundable

Technical faults, reported within 30 days of purchase and still unresolved after troubleshooting with our support team: an eSIM that will not install on a compatible, unlocked device, or one that installs but cannot connect to any partner network at your destination, where we can confirm the fault is not the device.

Change of mind, within 30 days of purchase: a plan you no longer need, including a duplicate or mistaken purchase, as long as its eSIM was never installed on any device.

Top-ups follow the same rules, counted from the day you bought the top-up.

Not refundable

Data you have already used. Prepaid data works the same way everywhere: once it is consumed, it is spent.

A change of mind after the eSIM has been installed on a device, even if it never connected to a network. An installed eSIM cannot be moved to another device or reused.

Slower speeds than you hoped for, where the network was reachable and working. Speed depends on the local operator and how busy the cell is.

A plan whose validity has expired or whose data is fully used. Validity starts at first connection, so a plan only expires before your trip if the eSIM was activated early.

Any request made more than 30 days after purchase.

Partly used plans

If a plan stops working part way through a trip because of a network fault that troubleshooting cannot fix, tell us within 30 days of purchase. We will check the usage record and refund the unused portion.

How to ask

Email support with your order number, your device make and model, the country you are in, and what you are seeing on screen. Screenshots help a lot.

We answer refund requests within two business days. Approved refunds go back to the original payment method and usually arrive within five to ten business days, depending on your bank. When a plan is refunded, its eSIM is closed and removed from your account, and the purchase stays in your history marked as refunded.

Chargebacks

Please talk to us before raising a chargeback. A chargeback locks the transaction while the bank investigates, which usually takes weeks longer than us simply refunding you.