Refund policy

Automatic refunds

If the operator cannot issue the eSIM after you paid, the order fails and the full amount is refunded to your card without you asking. You receive an email; the money appears on your statement within a few days depending on your bank.

eSIM never installed

An eSIM that was never installed on a device can be refunded in full within 30 days of purchase. Write to [email protected] with the order number; we check with the operator that the profile was never downloaded and refund to the original card.

Installed but never connected

If you installed the eSIM but it never connected to a network (for example the phone turned out to be carrier-locked), tell us within 30 days. We ask the operator to confirm no data was used; where they do, we refund.

Used plans

Plans that have connected to a network, or whose validity has started, are non-refundable, in full or in part, including unused data at expiry.

Something did not work

If the service did not work as described and our troubleshooting steps did not help, contact us while you are still travelling so we can fix it with the operator. Where a fault on the operator’s side is confirmed we refund or replace the plan.

Top-ups

Top-ups follow the same rules as the plan they were added to.