Information and policies
Refund policy
eSIMs are digital products whose value can be consumed or exposed after delivery or activation. This policy explains the operational review; it does not remove any mandatory refund, conformity or cancellation right available under applicable law.
Last updated: . Version: 1.0
When a refund may be appropriate
Each request is reviewed against order, delivery, activation and usage records.
- A duplicate or incorrect charge
- A paid product that cannot be delivered because of our or the supplier's failure
- A product materially different from the description or a verified technical defect that support cannot resolve
- Another remedy required by applicable consumer law
Situations normally not refundable
Subject always to mandatory law and to whether required pre-contract information was correctly supplied, a refund is normally unavailable for a change of mind after valid digital supply, a used or exposed activation credential, an incompatible or locked device despite clear requirements, selection of the wrong destination, consumed data, or expiry caused by the stated activation rule.
Digital-content cancellation rights
Cancellation or withdrawal rights differ by country. Where immediate digital supply requires express consent and an acknowledgement that a withdrawal right may be lost, these will be requested before supply. A right is not treated as waived where those legal conditions were not met, and statutory remedies for faulty or non-conforming content remain available.
How to request review
Contact us promptly with the order reference, purchase email, device model, destination, relevant error message and troubleshooting already attempted. Do not send complete card details or publish the QR or activation code. Additional limited evidence may be requested where necessary to verify delivery, activation or the fault.
Decision and payment
We will communicate the review outcome. An approved full or partial refund is returned to the original payment method where possible; payment-provider or bank processing time is outside our control. If a legal deadline or remedy applies, it takes precedence over this operational wording.