Refunds and activation guarantee

The short version

If the eSIM does not activate, you get the full amount back. No argument about whose fault it was.

Full refund

• The eSIM did not install, or did not connect to any network at your destination.
• We could not deliver the QR code after payment cleared.
• The plan was bought and not yet activated — you may cancel within 14 days of purchase.
• You were charged twice through our error.

Not refundable

• Unused data after a plan activated and worked normally.
• The speed reduction described in the fair-use policy — it is written on the plan card before purchase, and is a characteristic of the product, not a fault.
• A device locked by its carrier, or damaged.
• A change of travel plans after activation.

How to ask

Open your order page, or have the email you bought with to hand, and write to us from the contact page describing what happened. No form, no ticket number. We answer within 24 hours, and approve activation failures immediately.

Timing

Once approved, we refund by the original payment method. It usually appears on your statement within 5 to 10 working days, depending on your bank — that timing is theirs, not ours.

If you are travelling right now

Fixing the connection comes before the refund. Write and tell us what happened: most cases are an installation setting and resolve in minutes. The refund remains available if it does not.