Refund Policy & Support

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 installed — full refund within 30 days.If you haven't installed the eSIM on a device, you can request a full refund within 30 days of purchase, no questions asked.
• 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 or activated — case by case. Once the QR code has been scanned/installed, the underlying network resource is consumed, so purchases are generally non-refundable. But if the service demonstrably fails to work through a fault on our side or our supplier's, contact us — we'll replace the eSIM or refund it.

Before you buy — device compatibility

eSIMs only work on eSIM-capable, carrier-unlockeddevices. Please confirm your device is compatible and unlocked before purchasing — a locked or unsupported device isn't a delivery failure on our part, so it isn't covered once the eSIM is installed.

How to request a refund

• 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, won't activate, etc.) helps us fix it or refund faster.

Approved refunds go back to your original payment method through Stripe. Your bank typically posts it within a few business days.

Support

Support is handled by our team over email at [email protected]. We respond as quickly as we can — activation problems while you're travelling get priority.