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Refund Policy

Last updated:

On this page
  1. 01The short version
  2. 02When you can get a full refund
  3. 03When we can't give a refund
  4. 04Your right to cancel in the EU and UK
  5. 05How to ask for a refund
  6. 06How you're refunded
  7. 07Contact us

Before launch

Check that the 30-day period and refund times below match your eSIM provider's terms, add the cancellation consent to checkout, and have this policy reviewed by a qualified legal professional.

Travel eSIMs are digital products that are delivered straight away, so whether you can get a refund mostly depends on whether the eSIM has been installed and used. This policy explains how it works.

The short version

  • Not installed yet? You get a full refund if you ask within 30 days of buying.
  • Installed but it won't connect? We'll help you fix it. If we can't, we'll refund you.
  • Installed and used normally? We can't refund it, because the data has been provided.

When you can get a full refund

  • You haven't installed the eSIM. If you haven't scanned the QR code or installed the eSIM on any device, you can cancel within 30 days of buying for a full refund. This includes buying the wrong plan or a duplicate order, and finding out that your phone isn't compatible before installing.
  • It doesn't work and we can't fix it. If your eSIM can't connect in a country the plan covers, contact us. Most problems are settings that we can fix with you quickly. If we and our eSIM provider can't make it work, we'll refund you in full, or refund the unused part if you've already used some data.
  • We cancel your order. If we can't deliver your eSIM, for example because a plan is no longer available, we refund you in full.

When we can't give a refund

  • The eSIM has been installed and data has been used, except for a technical problem we can't fix (see above).
  • The plan's data or validity has run out.
  • Your phone isn't eSIM-compatible or is locked to a carrier, and the eSIM has already been installed. Please check your phone before buying.
  • You deleted the eSIM from your phone after installing it.
  • You weren't able to connect because of your phone's settings, for example data roaming turned off for the eSIM line, and you didn't contact us so we could help.
  • Top-ups that have been added to an eSIM, unless a technical problem stops them from working.

Your right to cancel in the EU and UK

If you live in the EU or the UK, you normally have 14 days to cancel an online purchase. Because an eSIM is digital and delivered straight away, you'll be asked at checkout to agree that delivery starts immediately and that you then lose this right once the eSIM is delivered. Our 30-day refund for eSIMs that haven't been installed still applies.

This policy doesn't affect your other legal rights as a consumer, including if an eSIM is faulty.

How to ask for a refund

Email [email protected] or use our contact form and choose "Order & payment". Please include:

  • your order number
  • the email address you used to buy
  • what happened, with screenshots if there's an error message

We aim to reply within one working day.

How you're refunded

  • Card or PayPal: we refund the original payment method. Once we approve your refund, it usually reaches you within 5 to 10 working days, depending on your bank or PayPal.
  • Cash on delivery: we'll agree with you how to return your money, for example by bank transfer.
  • When we refund an eSIM, we cancel it, so it can no longer be used.

Contact us