Before fulfilment
If payment was captured but an eSIM cannot be issued, contact support immediately. Eligible failed orders will be investigated and refunded to the original payment method.
After an eSIM is issued
Digital activation products may become non-refundable once installed, activated, used, expired, shared or otherwise consumed. A change of mind, incompatible or locked device, or failure to follow installation instructions may not qualify unless required by law.
Technical problems
Contact support while you are in the covered destination and before deleting the eSIM. Complete reasonable troubleshooting steps so network and usage evidence can be reviewed.
How to request a review
Open the paid order in your account, submit the refund form and explain the issue. Approval is not automatic. If approved, bank processing times may delay when the funds appear.
Questions about this policy can be sent through the contact page or a support ticket in your account. Account-specific requests should be submitted while signed in so we can verify ownership.