Refund Policy
Last updated:
14-day full refund
You are entitled to a full refund if you request it within 14 days of purchase and the eSIM has not been installed or activated on any device.
eSIM does not work
If the eSIM does not work due to our fault or the network's fault (for example, it could not be issued, or there is no service in a covered country despite correct settings), we offer a full refund or a replacement eSIM, at your choice. We may ask for screenshots of your settings to help diagnose the problem.
Partial use
- If the eSIM was activated and some data was used, and the service then stopped due to our or the network's fault, we offer a partial refund proportional to the unused data or days, or a replacement.
- Refunds are not available for data already used, for expired plans, or where the eSIM did not connect because of device settings (such as data roaming switched off), a carrier lock or device incompatibility discovered after installation, or because the eSIM was deleted from the device.
- If you bought a plan for an incompatible device and have not installed it, the 14-day full refund applies.
How to request a refund
- Email [Support email — set BUSINESS_SUPPORT_EMAIL] with your order number (starts with ord_) and the email used at checkout.
- Describe the problem and attach screenshots if possible.
- We reply within 24 hours and check the eSIM status with our network partner.
How refunds are processed
Refunds are processed by Paddle, our Merchant of Record, to the original payment method. It can take 5–10 business days for the amount to appear, depending on your bank. You can also contact Paddle directly through the link in the receipt Paddle emailed you.
Nothing in this policy affects your statutory consumer rights.