Refund eligibility
An eSIM is a digital product that can become non-returnable once issued, installed, activated, or used, depending on its supplier’s rules and applicable law. Refunds are not automatically guaranteed for a change of plans, an incompatible or locked device, an expired validity period, or deletion of the eSIM profile.
Contact us as soon as possible if you need to cancel. If payment has been confirmed but the supplier order has not yet been placed, cancellation may still be possible. If the eSIM has been issued, we must confirm its installation and usage status with the supplier before deciding eligibility.
We will review orders that were not delivered, were charged twice, or materially differ from their description. If we cannot supply the purchased service, we will offer an appropriate remedy under applicable law, including a refund where required.
If your eSIM is not working
Contact support while you are still in the covered destination where possible. Keep the eSIM installed. Tell us your order number, device model, destination, and the error or connection behavior you see. We may ask for redacted screenshots of network settings or help you check APN, data roaming, and network selection.
Do not share your full QR code, activation code, payment credentials, or identity documents unless requested through an approved secure process. Troubleshooting helps us distinguish a configuration issue from a supplier or network fault.
How to request a refund
- Open our contact page and choose “Refund request.”
- Provide the order number, reason for the request, and whether the eSIM has been installed, activated, or used.
- Keep the eSIM profile on your device until support confirms the next step.
- Our team reviews payment, fulfillment, and supplier status and communicates the decision through your verified contact email.
Submitting a request does not automatically approve a refund. We may require additional information to verify ownership or supplier eligibility. A chargeback or payment dispute should not be used to obtain duplicate reimbursement.
How approved refunds are processed
Where supported, approved refunds return to the original payment method. Processing time depends on the payment provider and your bank. Manual payments may require verified return-bank details. Cryptocurrency refunds depend on the provider’s policy, supported network, and exchange treatment; do not send a wallet address through an insecure channel.
We will tell you the approved refund amount and method. Gateway, blockchain, or currency conversion fees can be subject to provider rules, except where applicable law requires a different result. An issued refund can disable the associated eSIM or invalidate its remaining service.
Your legal rights
This policy does not limit statutory remedies for faulty, misdescribed, or undelivered services. Consumer cancellation and digital-content rules vary by jurisdiction. Any legally required consent before immediate delivery, and any applicable withdrawal rights, must be respected.
If you disagree with a decision, reply to the support correspondence and request a review. We will consider the available order, payment, and supplier evidence.