Refund Policy

Last updated: October 10, 2026

Full refunds are available within 30 days only for eligible eSIMs whose QR code has not been scanned and which have not been installed or activated. Once installed or activated, an eSIM is non-refundable, even if no data has been used.

1. Refund for Service Withdrawal

If your travel plans change and you have not scanned, installed, or activated your eSIM, you are eligible for a full refund within 30 days of purchase.

Conditions
  • Request must be submitted within 30 days of the original purchase date.
  • The eSIM QR code must not have been scanned or installed on a device.
  • Refunds are issued to the original payment method within 5–10 business days.
How to Request

Contact our support team via live chat or support ticket with your order number. We'll process your request promptly.

2. Refund for Incompatible or Locked Device

If your device is not eSIM-compatible or is carrier-locked, a full refund is available only before the QR code is scanned and before installation or activation.

Conditions
  • The issue must be reported before the eSIM QR code is scanned, installed, or activated.
  • We recommend using our compatibility checker before purchasing.
  • We may request a screenshot of the error or device settings as evidence.
How to Request

Contact support with your order number and a description of the compatibility issue. Include any error messages or screenshots if available.

3. Installed or Activated eSIMs

If your eSIM has already been installed or activated, it is not eligible for a refund, including when it has not connected or has used no data. Our support team will still help troubleshoot the connection.

Conditions
  • Contact our support team for installation and connection troubleshooting.
  • Installation, activation, or zero data usage does not restore refund eligibility once the QR code has been scanned or the eSIM installed.
  • We may request screenshots or signal details to diagnose the issue.
How to Get Help

Start a live chat or submit a support ticket with your order number, device model, and the issue you're experiencing.

What Is Not Covered

  • eSIMs whose QR code has been scanned or which have been installed or activated, whether or not any data was used
  • Issues resulting from incorrect device settings (e.g., eSIM turned off, wrong APN)
  • Plans expired due to the customer not activating within the plan's validity window
  • Requests submitted more than 30 days after purchase

Processing Time

Approved refunds are processed within 5–10 business days and returned to the original payment method. Depending on your bank, it may take a few additional days to appear in your account.

Contact Us

For any refund queries, contact our support team:

Refund Policy