The rule, in plain words. It matches our terms.
When you get a refund
If you've tried to install your eSIM and, after contacting support, it still can't be made to work, we refund it in full. Talk to us: a person checks the eSIM with the network and works through it with you first.
That's the only case in which we give refunds.
What we don't refund
Your eSIM is delivered instantly and is yours to use, so we don't refund:
- an eSIM that wasn't installed or used, including one bought for someone else or for a trip that changed
- an eSIM bought for the wrong destination or the wrong plan size
- an eSIM that works, or has used data
- a top-up that's already been added
Not sure which plan to buy? Check which plan size you need or ask us before you pay.
Trip postponed?
Keep the eSIM. You can install it any time up to 180 days after you bought it, and the plan only starts when it first connects at your destination. My trip was cancelled or postponed.
How long a refund takes
- A person reviews it with you.
- Once approved, the refund goes back to the card or wallet you paid with.
- Banks usually show it within 5 to 10 working days. That part is up to your bank.
UK and EU
You normally have 14 days to cancel. Because your eSIM is delivered immediately at your request, that right ends once the eSIM has been delivered to you.
Charged twice, or a charge you don't recognise?
That's a billing problem, not a refund, and we sort it out: charged twice · a charge you don't recognise.
Something wrong? Talk to us first
Before you dispute a charge with your bank, please talk to us. We can check the eSIM with the network and get it working.