Refund Policy

Last updated: October 10, 2026

You can get a full refund within 30 days only if the eSIM's QR code has not been scanned and the eSIM has not been installed or activated. Once installed or activated, the eSIM cannot be refunded, even if you have not used any data.

1. Refund for Service Withdrawal

If your travel plans change and you have not scanned, installed or activated the eSIM yet, you can get a full refund within 30 days of purchase.

Conditions
  • You must submit your request within 30 days of the original purchase date.
  • The eSIM QR code must not have been scanned or installed on any device.
  • We send refunds back to the original payment method within 5–10 business days.
How to Request

Get in touch with our support team through live chat or a support ticket along with your order number. We'll handle your request quickly.

2. Refund for Incompatible or Locked Device

If your mobile is not eSIM-compatible or is carrier-locked, you can get a full refund only before the QR code is scanned and before installation or activation.

Conditions
  • You must report the problem provided the eSIM QR code has not been scanned, installed or activated.
  • We recommend using our compatibility checker before purchasing.
  • We may ask for a screenshot of the error or device settings as proof.
How to Request

Get in touch with support and provide your order number along with a description of the compatibility problem. If you have any error messages or screenshots, include them.

3. Installed or Activated eSIMs

If your eSIM was installed or activated already, it is not eligible for a refund, even if it has not connected or no data has been used. Our support team will still help you troubleshoot the connection.

Conditions
  • Contact our support team for help with installation and connection troubleshooting.
  • Scanning the QR code or installing the eSIM means refund eligibility is no longer available, regardless of activation, data usage, or connection status.
  • We may ask for screenshots or technical signal data to help diagnose the problem.
How to Get Help

Start a live chat or submit a support ticket with your order number, mobile phone model, and a description of the issue.

What Is Not Covered

  • eSIMs that have had their QR code scanned, or have been installed or activated, regardless of whether any data was used
  • Issues caused by incorrect device settings (e.g., eSIM turned off, wrong APN)
  • Plans that have expired because the customer did not activate within the plan's validity period
  • Refund requests submitted more than 30 days after purchase

Processing Time

Approved refunds are processed within 5–10 business days and returned to the original payment method. Depending on your bank, it may take a few extra days to appear in your account.

Contact Us

For any refund questions, please reach out to our support team:

Refund Policy