Refund policy

1. Full refund: eSIM not installed

You get a full refund if you have not installed the eSIM on any device and you ask within 15 days of purchase. Any reason applies, for example:

• Your trip was cancelled or changed.
• You bought the wrong destination or plan.
• Your phone turned out not to support eSIM.
• You bought the same plan twice by mistake.

We check with our supplier whether the eSIM has been installed. Once refunded, the eSIM is cancelled and can no longer be used.

2. eSIM installed but not working

If your eSIM is installed but cannot connect in a destination covered by your plan, contact us during the plan’s validity period. We will help you troubleshoot. If we can’t get it working because of a problem on our side, our supplier’s or the network’s, we will give you a replacement or a full refund, your choice.

To help us fix it fast, please send your order number, your phone model, where you are, and a screenshot of your mobile settings if possible.

3. When we can't refund

• The eSIM was installed and the plan works, including when you used only part of the data or days.
• The eSIM was installed and then deleted from the device.
• It doesn’t connect because of your device or its settings: the device is carrier-locked, data roaming or the eSIM line was turned off, or the device doesn’t support the networks in that destination, and the eSIM itself works.
• You used it outside the countries covered by the plan.
• The request came after the 15-day window for uninstalled eSIMs, or after the validity period for installed ones.
• The plan was suspended for breaking our terms of use.

4. How to request a refund

Email [email protected] from the address you paid with and include your order number (it’s in your eSIM email). We reply within 2 business days.

Approved refunds go back to your original payment method through Stripe. Banks usually show them within 5 to 10 business days. We refund the amount you paid, in the currency you paid in; we can’t cover differences caused by exchange rates or your bank’s fees.

5. Payment disputes

Please contact us before opening a dispute or chargeback with your bank. Most problems are solved within a day, and a dispute takes weeks. If a dispute is opened, the eSIM may be suspended while it is reviewed.

6. Your legal rights

This policy adds to, and does not reduce, any rights you have under the consumer laws of your country, for example if the service is faulty.