1. Who we are
Wakamo (wakamo.io) is operated by Wakamo.io ("Wakamo", "we", "us"). By creating an account or purchasing an eSIM from wakamo.io you agree to these terms.
2. What you are buying
Wakamo sells prepaid travel eSIM data plans. An eSIM is a digital SIM profile. After payment you fetch it from your account, and we then make the QR code and activation code available. Data plans are provisioned on partner mobile networks through our wholesale provider. Plan size, validity period, and coverage are stated on each plan before purchase. Validity starts as stated on the plan at purchase (typically on first network connection). Fetch your eSIM within 12 months of purchase.
3. Check your device first
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.
4. Delivery
We don't set the eSIM up when you pay. You fetch it from your account dashboard, and that is when we place the provider order. The QR code and activation code are then available in your account. You can also ask us to email an installation link from the order. We don't send that email unless you ask. Delivery is complete once the QR code is available to you. If provisioning fails, we are alerted automatically and will either complete delivery or refund the purchase in full.
5. Refunds
- Not yet fetched, within 30 days: full refund within 30 days of purchase, provided you have not fetched the eSIM.
- Not yet fetched, after day 30: from day 31 until the 12-month deadline, we may issue Wakamo credit for the full value.
- Fetched, not installed: may be recoverable, depending on provider state.
- Installed: non-refundable once the eSIM is installed, 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.
- Failed delivery: if we cannot deliver a working eSIM, we will refund your original payment method in full. Contact support if you do not see the refund within a few business days.
In My eSIMs, choose Request a refund on an order you have not fetched, or Cancel unused eSIM when that option is available on a fetched, unused eSIM, and confirm your request. Installation and top-ups stay unavailable while we check and process a cancellation. If neither option is available, contact [email protected]; the policy above still applies. Cancellation confirmation is separate from refund completion. Charged amounts return to the original payment method; bank posting may take additional time. Redeemed points return to your points balance, including for points-only and mixed-payment purchases. See our Refund Policy & Support page for the same rules with how-to-request details.
6. Fair use and acceptable use
- Plans are for personal use in supported destinations.
- Resale of individual eSIMs, or use for unlawful activity, spam, or network abuse, isn't allowed and may result in suspension without refund.
- Network speed and availability depend on local partner networks and are not guaranteed; coverage maps are indicative.
7. Pricing and payment
Prices are shown before checkout and may be displayed in your local currency. Payment is processed by Stripe. We may change plan prices at any time; changes never affect already-completed purchases.
8. Service limitations and liability
Mobile connectivity runs over partner networks we don't control. To the maximum extent permitted by law, our total liability for any claim relating to a purchase is limited to the amount you paid for that purchase. We are not liable for indirect or consequential losses (for example, missed calls, roaming charges on your primary SIM, or losses from lack of connectivity).
9. Accounts
You are responsible for keeping access to your sign-in email secure. We may suspend accounts involved in fraud, abuse, or violation of these terms. You may delete your account at any time by contacting support.
10. Changes to these terms
We may update these terms from time to time. The version in force at the time of your purchase governs that purchase. Material changes will be posted on this page with an updated date.