Refund Policy

Last updated: October 10, 2026

You can get a full refund within 30 days only if the eSIM is eligible, its QR code has not been scanned, and it has not been installed or activated. Once installed or activated, the eSIM is non-refundable, even if you have not used any data.

1. Refund for Service Withdrawal

If your travel plans change and you have not scanned, installed, or activated your eSIM, you are eligible for a full refund within 30 days of purchase.

Conditions
  • Request must be submitted within 30 days of the original purchase date.
  • The eSIM QR code must not have been scanned or installed on a device.
  • Refunds go back to the original payment method within 5–10 business days.
How to Request

Get in touch with our support team via live chat or a support ticket and include your order number. We'll handle your request promptly.

2. Refund for Incompatible or Locked Device

If your device is not eSIM-compatible or is carrier-locked, a full refund is available only before the QR code is scanned and before installation or activation.

Conditions
  • You must report the issue before the eSIM QR code is scanned, installed, or activated.
  • We recommend using our compatibility checker before purchasing.
  • As evidence, we may ask for a screenshot of the error or your device settings.
Requesting a Refund

Get in touch with support, quoting your order number and outlining the compatibility problem. If you have any error messages or screenshots, include them.

3. eSIMs That Are Installed or Activated

If your eSIM is already installed or activated, it cannot be refunded, even if it has not connected or used no data. Our support team will still help you troubleshoot the connection.

Conditions
  • Reach out to our support team for help with installation and connection issues.
  • Once the QR code has been scanned or the eSIM installed, installation, activation, or zero data usage does not bring back refund eligibility.
  • We may ask for screenshots or signal details to help diagnose the problem.
Getting Help

Reach us via live chat or a support ticket, including your order number, device model, and the issue you're facing.

Exclusions

  • eSIMs where the QR code has been scanned, or that have been installed or activated, whether or not any data was used
  • Problems caused by incorrect device settings (e.g., eSIM turned off, wrong APN)
  • Plans that expired because the customer did not activate within the plan's validity window
  • Requests made more than 30 days after purchase

Processing Time

Approved refunds are processed within 5–10 business days and returned to the original payment method. Depending on your bank, it may take a few extra days to show in your account.

Contact Us

Questions about a refund? Get in touch with our support team:

Refund Policy