We provision your plan with our supplier as soon as your payment clears, and we are charged for it at that moment. The 365-day validity starts at the same time. That is why a provisioned plan is not like a physical product you can send back.
We will refund
- A payment taken where no eSIM was ever provisioned — for example a failed order that was still charged.
- A duplicate charge for the same order.
- A plan we provisioned incorrectly, where the eSIM we supplied does not match what you bought.
We generally cannot refund
- A plan that has been provisioned and delivered, including one you never installed.
- A plan bought for a destination it does not cover, when the coverage was published on the plan page.
- A plan that will not work because your device is carrier-locked or has no eSIM support.
- Unused data or unused days at the end of a plan.
How to ask
Contact us with your order number and what went wrong. We look at the actual state of the eSIM with our supplier before answering, and we will tell you plainly which of the cases above yours falls into. If we got it wrong, we fix it.
Your statutory rights
Consumer law in your country may give you rights beyond this policy, and nothing here removes them. The terms and conditions are the binding document.