The rules, in plain words. They match our terms.
You can request a full refund when
- The eSIM hasn't been installed. Go to My eSIMs → Order history → Request refund.
- We failed to deliver the service, or the law gives you a right to a refund.
Activation guarantee
If your eSIM can't be activated and we can't get it working, you get a full refund, even if it's installed. Talk to us first: a person checks the eSIM with the network and tries to fix it with you. If it can't be made to work, our team refunds it.
It can't be refunded when
- The eSIM has been installed and works, or has used data.
- It's a top-up that's already been added.
How long it takes
- A person reviews every request.
- Once approved, the refund goes back to the card or wallet you paid with.
- Banks usually show it within 5 to 10 working days. That part is up to your bank.
UK and EU
You normally have 14 days to cancel. Because your eSIM is delivered immediately at your request, that right ends once the eSIM has been delivered to you. An eSIM that hasn't been installed can still be refunded as above.
Something wrong? Talk to us first
Before you dispute a charge with your bank, please talk to us. We can check the eSIM with the network, and an unused eSIM can be refunded straight from My eSIMs.
Common cases: cancelled trip · wrong country or plan · charged twice · a charge you don't recognise.