Refund policy

We'd rather get you connected than give you your money back, so this page is specific about when a refund is possible and when it isn't. The short answer is that it depends on one thing: whether the eSIM has been installed.

The short version

We didn't deliver a working eSIM? You get everything back, including the payment fee.
Never installed, and you've changed your mind? We refund what you paid, less the payment processing fee we were charged — never more than 2.9% plus $0.30.
Already installed? We can't refund it. The profile is tied to your device and can't be reissued or resold.
Your phone turned out not to support eSIM? We can't refund it — but it was never installed, so it's still valid and you can pass it on.

When we refund in full

If the failure is ours, you get the whole amount back with nothing deducted. That means:

We never delivered a working eSIM — provisioning failed on our side or our supplier's.
We issued a profile that turned out to be unusable.
The plan didn't work at your destination for reasons within our or our supplier's control, you tried the steps our support team suggested, and we still couldn't fix it.
You were charged more than once for the same order.

When we refund minus the payment fee

If you simply changed your mind, or bought the wrong destination or the wrong size, and the eSIM has never been installed, ask us within 30 days of buying and we'll refund what you paid, less the payment processing fee we were charged on the sale — never more than 2.9% plus $0.30. We check the never-installed part against the network's own record of the profile, not just what you tell us.

That fee is what the payment processor keeps when a payment is refunded. It doesn't come back to us, which is why it's the one part we can't hand back. It is a cost of the transaction, not a restocking charge, and we will never deduct more than it.

When we can't refund

Once an eSIM is installed, on any device, we can't refund it — whether or not you've used the data. Installing consumes the profile at the network, and it can't be reissued to you or resold to anyone else.

If your phone turned out not to be eSIM-capable, or was locked to another carrier, we can't refund it either. You confirmed that before paying, and it's the one thing we can't check for you. But here's the thing worth knowing: because it was never installed, your eSIM is still valid, it hasn't started counting down, and it isn't tied to you or your phone. You can install it on any eSIM-capable, carrier-unlocked phone, or give it to someone who has one. The window for that is printed on the plan's detail sheet as the unused-validity period, and it's generous.

Please check compatibility before you buy — our phone compatibility page takes about thirty seconds and will tell you for certain.

We also can't refund when:

The plan's validity period has already started or expired.
You used the data and were unhappy with local network speeds. Coverage and speed come from local networks and vary by place and time of day.
You reached the daily allowance on an unlimited plan and the connection slowed down. That allowance and that reduced speed are printed on the package card before you pay — reaching the cap is expected behaviour, not a fault.

What you get back

We refund what you actually paid, not the list price. If you used a coupon, the discount was never money that changed hands, so it isn't part of the refund and the coupon isn't restored. Any tax you paid is handled by our payment provider and comes back with the refund.

Approved refunds go to the original payment method and typically appear within 5–10 business days, depending on your bank.

How to ask

Start at our help page — most problems have a fix that's faster than a refund, and it'll point you straight at it. If a refund really is the right answer, it ends with an email to us with the right details already filled in.

You can also write to [email protected] with your order number and what went wrong. We aim to answer within one business day.

Statutory rights

Nothing here limits any rights you have under the consumer law that applies where you live. If local law gives you a stronger right than this policy, that law applies.

If you're in the EU or the UK: when you buy an eSIM here you're asked to confirm that you want it delivered straight away, and that you understand this means giving up the 14-day right to cancel a digital purchase. We record that confirmation with your order. If you never gave it, that right is still yours.