Simple rules: failures are refunded automatically, unused eSIMs are refundable, installed ones aren't.
Failed delivery — refunded automatically
If your eSIM fails to provision after payment, we refund the payment automatically — you don't need to ask. You'll see the failure on the order page and the refund lands on the card you paid with.
Unused eSIMs — refundable
If you haven't installed the eSIM and haven't used any data, contact us within 30 days of purchase through the Contact page (include your order email) and we'll cancel the eSIM and refund you.
Installed or used eSIMs — not refundable
Once an eSIM has been installed on a device or has connected to a network, it cannot be returned or transferred, so it can no longer be refunded. This includes plans whose validity started by connecting at the destination.
Something not working?
If your eSIM doesn't work at the destination, contact us first — most issues (APN settings, roaming toggle, locked device) can be fixed in minutes, and if the service genuinely can't be provided we'll make it right.
How refunds are paid
Refunds always go back to the original payment method via Stripe, usually within 5–10 business days depending on your bank.