Support
Refund policy
An eSIM you never used, or one that never worked, should never cost you money. This is exactly when we refund, when we can't, and how to ask, no scripts, no hoops.
Last reviewed 30 July 2026
The short version: if a plan hasn’t activated, you have 30 days to get every cent back. If it activated but couldn’t get you online, that’s our failure and we’ll refund it. The detail is below.
Fully refundable, 30 days
A plan that has never activated is refundable in full for 30 days from purchase, for any reason at all. Changed your trip, bought the wrong country, found you didn’t need it, it doesn’t matter. An eSIM activates only when it first uses data, so a plan bought and never travelled with sits untouched and fully refundable, and installing it early with data roaming off does not touch that.
Refundable, a plan that wouldn’t connect
If a plan activated but couldn’t get you a working connection, no signal where we promised coverage, or a technical fault at our end , tell us and we’ll refund it. That’s our problem to fix, not yours to absorb. We may ask a couple of questions (your device, where you were, what you saw) so we can put the underlying issue right for the next traveller too.
When we can’t refund
Once a plan is working and you’ve started using the data, it stops being refundable, the service has been delivered. Specifically:
- Data you’ve used. A plan that connected normally and carried your traffic isn’t refundable, in whole or in part, once used.
- Plans past 30 days that were never activated but have simply expired unused.
Bought a plan and then found your phone can’t take an eSIM? Tell us. As long as you haven’t installed it, it falls under the 30-day refund above and we’ll return your money. Our compatible devices page is there to help you check first, but getting it wrong is not something we charge you for.
Running out of data mid-trip isn’t a fault in the plan, so it isn’t refundable on its own, buy the next size up and you’ll be online again in a minute.
How to ask
Message us from the contact page or reply to your order email. Include the order reference and, if it’s a connection problem, roughly where you were and what your phone showed. There’s no form to wrestle with and no “have you tried turning it off” loop before a human reads it.
How long it takes
We aim to approve or answer refund requests within two working days. Once approved, the money goes back to your original payment method; your bank or card provider then takes anywhere from a few days to a full statement cycle to show it, that last step is on their side, not ours.
Your statutory rights
This policy sits on top of the rights you already have under consumer law, including the EU right of withdrawal, it never replaces or reduces them. Where the law gives you more, the law wins.
Draft policy for layout, the final wording will be reviewed before launch.