Our refund policy — what's eligible, what isn't

We want refunds to be fair to both sides. Here are the rules.

Eligible for a full refund

• You bought an eSIM and haven't installed it.
• You installed it but the destination network never let your phone connect (technical failure on our side).
• The eSIM was never delivered due to a payment-processed-but-fulfilment-failed error (rare; we usually catch this in 2 minutes).
• Within 30 days of purchase.

Eligible for a partial refund

• You used less than 1% of the data quota AND your phone never successfully connected for more than 30 seconds.

Not eligible

• You've used data on the eSIM (any meaningful amount).
• More than 30 days have passed.
• You bought a top-up after the original plan worked — top-ups are non-refundable once applied.
• You bought a regional plan and the specific country you actually visited isn't on its coverage list (the coverage was always clear at purchase).

How to request

• My account → Orders → tap the order → "Request refund".
• Pick a reason (helps us track patterns).
• Refunds are credited back to the original payment method within 5-10 business days.
• For Klarna/Afterpay, the refund cascades through their system to your bank account — can take an extra 2-3 days.

What happens to the eSIM after refund

• The profile is cancelled at the operator end. It will stop working immediately.
• You can delete it from your phone (Settings → Cellular → tap profile → Remove eSIM).

We mirror this policy across all 7 languages on our refund-policy page. If your case isn't covered above, write to support — we look at edge cases case-by-case.