Refund policy

Contact us as soon as there is a problem

Send the order reference, plan name, phone model, current location and a clear description of what happened. Screenshots of relevant settings can help, but never send a complete activation QR code, password or full payment-card number.

How eligibility is assessed

Because an eSIM is delivered digitally, eligibility can depend on whether the activation details were delivered, installed, activated or used. We also consider the selected plan's conditions, the reported fault, the troubleshooting already completed and any rights that apply to the purchase.

A locked or incompatible phone, a destination chosen in error, a change of mind after use, poor coverage at one specific indoor location or data already consumed may limit the available remedy. We will still review the facts rather than asking you to guess the cause.

If the eSIM does not connect

Keep the profile installed while support checks the selected data line, roaming setting, APN, network selection and activation status. If the service cannot be supplied as described, support will explain the remedy available for that order.

Approved refunds

An approved refund is returned through the original payment method. Bank and card-provider processing times vary, so the credit may not appear immediately after confirmation.