Refund Policy

Last updated: March 2026

We offer refunds in three situations. If your eSIM has not been activated and used, you're very likely eligible for a full refund.

1. Refund for Service Withdrawal

If your travel plans change and you have not yet activated your eSIM, you are entitled to a full refund.

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 are issued to the original payment method within 5–10 business days.
How to Request

Contact our support team via live chat or support ticket with your order number. We'll process your request promptly.

2. Refund for Incompatible or Locked Device

If your device is not eSIM-compatible or is carrier-locked and is therefore unable to install or use the eSIM, you're eligible for a full refund.

Conditions
  • The issue must be reported before the eSIM QR code is scanned or activated.
  • We recommend using our compatibility checker before purchasing.
  • We may request a screenshot of the error or device settings as evidence.
How to Request

Contact support with your order number and a description of the compatibility issue. Include any error messages or screenshots if available.

3. Refund for Connection Issues

If your eSIM fails to connect after activation at your destination, and our support team is unable to resolve the issue, you're eligible for a full or partial refund.

Conditions
  • You must first contact our support team — most connection issues are resolved within minutes.
  • If the issue cannot be resolved, a refund will be assessed based on the unused portion of your plan.
  • Evidence of the connection failure (e.g., screenshots, signal status) may be required.
How to Request

Start a live chat or submit a support ticket with your order number, device model, and the issue you're experiencing.

What Is Not Covered

  • eSIMs that have been activated and partially or fully used
  • Issues resulting from incorrect device settings (e.g., eSIM turned off, wrong APN)
  • Plans expired due to the customer not activating within the plan's validity window
  • Requests submitted 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 additional days to appear in your account.

Contact Us

For any refund queries, contact our support team:

Refund Policy