We want the eSIM to just work. If it doesn't, we'll make it right. This page explains exactly when a purchase is refundable and how to reach us. These rules mirror section 5 of our Terms of Service.
When you can get a refund
- Not yet fetched, within 30 days: full refund. If you have not fetched the eSIM, you can request a full refund within 30 days of purchase, no questions asked.
- Not yet fetched, after day 30: Wakamo credit. From day 31 until the 12-month deadline, we may issue Wakamo credit for the full value.
- Fetched, not installed: may be recoverable. A fetched eSIM that has not been installed may be recoverable, depending on provider state.
- Failed delivery: full refund. If provisioning fails and we can't deliver a working eSIM, we'll refund your original payment method in full. If you don't see the refund within a few business days, contact support and we'll sort it out.
- Installed: non-refundable. Once the eSIM is installed, the purchase is non-refundable, except when it still doesn't work after support troubleshooting. Then we'll refund you. This doesn't apply once you've added a paid top-up to that eSIM.
Before you buy: device compatibility
eSIMs only work on eSIM-capable, carrier-unlocked devices. A locked or unsupported device isn't covered once the eSIM is installed, so please check before you buy.
How to request a refund
Open My eSIMs. On an order you have not fetched, choose Request a refund. On a fetched eSIM that is not installed, choose Cancel unused eSIM when that option is available. Review what will be returned, then confirm. We check with our provider before canceling a fetched eSIM. Installation and top-ups stay unavailable while we look after that request. You can follow the request from the same order.
If neither option is available, contact support. This includes purchases with top-ups, orders past the 12-month deadline, and service problems. The refund policy above still applies.
- Email [email protected] from the address on your order, or reply to your delivery email.
- Include your order email and, if you have it, the plan/destination you bought. That's enough for us to find your order.
- If you're reporting a service problem, a short note on what happened (no signal, will not connect, etc.) helps us fix it or refund faster.
Cancellation confirmation and refund completion are separate steps. Charged amounts return to the original payment method through Stripe; your bank typically posts them within a few business days after the refund is issued. Redeemed points return to your points balance. A points-only purchase has no cash refund; mixed payments return the charged amount and redeemed points through their respective channels.
Support
Support is handled by our team over email at [email protected]. We respond as quickly as we can: connection problems while you're travelling get priority.