Refund policy

The short version

If your eSIM cannot be installed, or it installs but genuinely cannot connect at your destination, we refund it. If you used the data, we cannot.

That is the whole policy. The sections below just make it precise.

Refundable

An eSIM that fails to install on a compatible, unlocked device after troubleshooting with our support team.

An eSIM that installs but cannot register on any partner network at your destination, where we can confirm the fault is not the device.

A duplicate purchase, as long as the duplicate eSIM has not been activated.

An unactivated plan, cancelled within 30 days of purchase.

Not refundable

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

A plan bought for a device that turns out to be carrier locked or not eSIM capable, where you did not run the compatibility check first. Ask us before you buy and we will help.

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 window expired before you travelled. Validity starts at first connection, so this only happens if the eSIM was activated early.

Partly used plans

If a plan stopped working part way through a trip because of a network fault on our side, tell us. We will look at 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 and approved refunds go back to the original payment method within five to ten business days, depending on your bank.

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.