Refund policy
When we refund in full, when a refund is not possible, and why an eSIM already installed cannot be taken back.
Updated on Sep 05, 2026
Before installing: full refund
While the eSIM has not been installed on any device, you can cancel and we refund the full amount.
Write to our contact e-mail from the address used in the purchase, with the order code.
After installing: a refund is not possible
Once installed, the plan has been issued by the partner carrier and tied to your device. It cannot be taken back or resold, and the cost has already been paid by us.
We would rather say this clearly at purchase than promise a refund we cannot carry out.
If the eSIM does not work
If the plan does not connect at your destination and the problem is on our side or the partner carrier side, we fix it: a new plan at no cost, or a refund.
Before that we will ask a few details to rule out the common causes, such as a carrier locked phone, data roaming switched off, or the wrong line selected for data.
Incompatible device
If you bought and then found out the device does not take an eSIM, and you have not installed it, the refund is full.
The device page exists to avoid exactly this case.
How the money comes back
The refund goes back through the same payment method. How long it takes to appear depends on your financial institution.
Every refund is reviewed and authorised by a person on our team before it is carried out.