Refund Policy

Updated March 2026

Three situations get you a refund. The easiest one is an eSIM you never activated or used — in that case a full refund is very likely.

1. Refunds If You Cancel the Service

If your plans change and you haven't activated your eSIM yet, you are entitled to a refund in full.

Conditions
  • The request must be submitted within 30 days from the original purchase date.
  • The eSIM QR code must not have been scanned or installed on any device.
  • Money goes back to the payment method you used, within 5–10 business days.
How to Claim

Reach our support team via support ticket or live chat and quote your order number. We'll process your request promptly.

2. Refunds If Your Phone Is Locked or Not Compatible

When your device is not eSIM-compatible or is carrier-locked and so cannot install or run the eSIM, you're eligible for a full refund.

Conditions
  • You need to report the issue before the eSIM QR code has been scanned or activated.
  • We recommend checking with our compatibility checker before purchasing.
  • As evidence, we may ask for a screenshot of the error or your device settings.
Requesting a Refund

Send support your order number and say what the compatibility problem is. Attach error messages or screenshots if you have them.

3. Refunds If the Data Will Not Connect

If the eSIM won't connect once activated at your destination, and our support team cannot fix it, you're eligible for a full or partial refund.

Conditions
  • Talk to our support team first — most connection problems are sorted within minutes.
  • Where the issue can't be fixed, the refund is assessed on the unused portion of your plan.
  • We may need evidence of the connection failure (e.g., screenshots, signal status).
How to Apply

Open a live chat or file a support ticket. Include your order number, your device model, and what is going wrong.

What We Do Not Refund

  • eSIMs already activated and used, in part or in full
  • Problems caused by wrong device settings (e.g., eSIM switched off, wrong APN)
  • Plans that expired because the customer did not activate inside the validity window
  • Requests made more than 30 days after the purchase date

Processing Time

Once approved, refunds are processed within 5–10 business days and sent back to the original payment method. Your bank may take a few extra days to show the money in your account.

Contact Us

For refund questions, contact our support team:

Refund Policy