Refund policy
Unused eSIMs can be refunded within 30 days. Once an eSIM has been installed and connected to a network it can no longer be refunded — that's a network operator rule, not ours.
Activated eSIMs can't be refunded
An eSIM counts as activated the moment the profile connects to a mobile network, even if you use no data. Networks can't un-issue a live profile, so neither we nor our supplier can reverse the cost. Install the eSIM before you travel if you like — just leave the line switched off until you land, and it stays refundable.
You can get a refund when
- The eSIM has not been installed, or has been installed but never connected to a network.
- The request is made within 30 days of purchase.
- The plan failed to deliver, or the eSIM does not work and our support team can't fix it.
- You were charged twice for the same order.
We can't refund when
- The eSIM has been activated — meaning it has connected to a mobile network. This includes eSIMs with zero data used.
- The plan has expired, whether or not the data was used.
- Top-ups applied to an eSIM that is already activated.
- Change of travel plans after activation.
- Coverage complaints where the device connected successfully to a partner network.
How to request one
Email us with your order reference. We check activation status with the network before approving, and refunds are returned to the original payment method within 5–10 working days.
Contact support