Refund Policy

1. Unactivated eSIMs — full refund

You can get a full refund for any eSIM you have not activated. An eSIM counts as activated once it is installed on a device and has connected to a supported network in your destination. Request window: 59 days from purchase.

2. Didn't connect? Full refund

If your eSIM cannot get a data connection on a compatible, carrier-unlocked device in your destination, contact us within 48 hoursof delivery for a full refund — even if the eSIM was installed. We may ask for a screenshot of your settings to help diagnose (and to fix it — most "won't connect" cases are a data-line or roaming toggle).

3. Validity before activation

Unactivated eSIMs must be activated within 179 days of purchase, after which they expire and cannot be used or refunded.

4. Not refundable

• Activated eSIMs with a working connection (change of mind after connecting)
• Top-ups, once purchased
• Free or promotional eSIMs (no cash value); discounted orders refund the amount actually paid
• Devices we warned were incompatible or carrier-locked at checkout

5. How to request — self-serve

Open My eSIMs → your order → Request a refund. Unactivated orders inside the window are approved on the spot — no need to contact us. Edge cases route to support with your order details pre-filled.

6. Processing

Refunds go to the original payment method, matched by email and payment card, limited to 2 refunds per customer per calendar month. We process refunds immediately on our end; your bank may take up to 14 days to show it.