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 because of a verified provider-side defect.
- 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 or speed varies within the advertised destination due to local network conditions.
- The request is made after the plan’s validity or more than 14 days after purchase, whichever is earlier.
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
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.