Refund Policy
Last updated: 28 August 2026
This legal page is provided in English as the controlling version.
We want failed deliveries resolved fairly. Because an eSIM is a digital product containing a unique activation credential, refund eligibility depends on whether it has been issued, installed, activated or consumed.
Eligible requests
- Payment was captured but no usable eSIM was delivered and we cannot deliver it within a reasonable support period.
- The supplied eSIM cannot be installed or activated because of a verified provider-side technical defect that remains unresolved after reasonable troubleshooting.
- A duplicate charge occurred for the same intended order.
- The plan was materially different from the plan confirmed at checkout.
Generally not refundable
- The eSIM was installed, activated or used.
- The device is carrier-locked, incompatible or does not support eSIM.
- The customer selected the wrong country, plan or device, or deleted an installed eSIM.
- Coverage, signal strength or speed varies because of local carrier conditions, insufficient nearby base-station coverage, congestion, terrain or a device falling back from 5G to LTE/4G. These network variations do not by themselves qualify for a refund.
- The request is made after the plan’s validity or more than 14 days after purchase, whichever is earlier.
Activation support
If an eSIM does not activate, contact our live customer support before requesting a refund. We will help verify device compatibility, installation, APN, roaming and network-selection settings. WhatsApp support remains available through the Contact & Support page for account-specific assistance.
How to request
Contact us within 14 days using the purchase email. Include the order/session reference, device model, screenshots of the installation error and troubleshooting already attempted. Do not post QR codes publicly.
Review and payment
We may ask you to complete reasonable troubleshooting or allow replacement delivery. Approved refunds are returned to the original payment method. Banks and payment providers control posting time, which commonly takes 5–10 business days.
Consumer rights
Refund decisions follow this policy, the rules applicable to digital eSIM products and mandatory consumer-protection law in the customer’s region. This policy does not limit mandatory rights available under applicable consumer law. Where immediate digital delivery requires consent or acknowledgement, that consent may affect a statutory withdrawal right after supply begins.