Legal
Refund Policy
When you can get a refund, and how to ask for one.
Last updated: 28 October 2026
Eligible for a refund
- An eSIM you have not installed or used. Ask at any time before you install it and we will refund the plan price in full. We check the status of the eSIM before we refund.
- An eSIM that is faulty. If it cannot be installed or does not connect because of a problem on our side or our supplier's side, contact us. We will help you, then replace it or refund it.
- An order we could not complete. If we cannot issue your eSIM after you paid, we refund you in full.
Not eligible
- eSIMs that have been installed and used, unless they are faulty as described above.
- Refills added to an existing eSIM.
- Problems caused by a phone that does not support eSIM or is network-locked, if the eSIM was installed.
- Slow speeds or weak signal in a place or at a time when the network is busy or has limited coverage.
Before you buy, check your phone with our phone check.
How to ask
- Use the contact form and choose Support, or write to [email protected].
- Add your order reference and, if the eSIM is faulty, a short description of what happened.
- We will reply as soon as we can and tell you the next step.
How the refund is paid
We refund to the card you paid with. Your bank decides how long it takes to show, and this can be several business days. Please contact us before opening a dispute with your bank, so that we can solve it quickly.