Our 30-day connection guarantee
We want your eSIM to work the moment you land. If it doesn’t, and we can’t fix it, you get your money back.
You are entitled to a full refund of what you paid for an eSIM (including any tax) if, within 30 days of purchase, you tell us that:
- The eSIM can’t be installed on your phone, or
- It installs but won’t connect to a network in the destination it was sold for, and our support team can’t resolve the problem, or
- You never installed it (the eSIM profile has not been downloaded to any device), whatever the reason.
If a technical problem on our side or our network partner’s side stops you from using the data you bought, we will refund you in full even if some data was used.
What isn’t covered
- An eSIM that was installed and worked, where data was used normally, or where you simply no longer need it after installing it.
- Problems caused by a phone that is carrier-locked or does not support eSIM, once the eSIM has been installed. (If you haven’t installed it yet, it is refundable — see above.)
- Slower speeds or weaker coverage than expected where the network still provides service. Mobile coverage varies by location, building and device.
- Top-ups that have been added to an eSIM, unless they could not be used because of a fault on our side.
- Requests made more than 30 days after purchase. We will still try to help.
How to ask for a refund
- Open your order (the link is in your confirmation email, or under My eSIMs) and choose “Problem with your eSIM?”. You can also email [Contact email — set SUPPORT_EMAIL] with your order number.
- Tell us what happened and, if you can, your phone model and a screenshot of any error. We usually reply within 24 hours and will try to get you connected first.
- If we can’t fix it, or the eSIM was never installed, we approve the refund. Approved refunds go back to your original payment method; banks typically show them within 5–10 business days.
A refunded eSIM may be deactivated with our network partner and stop working.
Automatic refunds
If we take your payment but can’t deliver your eSIM at all (for example, our network partner rejects the order), we refund you automatically in full. You don’t need to ask.
Discounts, store credit and referral rewards
- We refund the amount you actually paid. A promo or referral discount is not paid out.
- Store credit used on a refunded order is returned to your store credit balance, not paid in cash.
- If a friend you referred is refunded, the referral credit you earned from that order is removed.
Right of withdrawal (EU, EEA and UK customers)
An eSIM is digital content supplied immediately after payment. At checkout you ask us to start delivery straight away and acknowledge that your statutory 14-day right of withdrawal ends once delivery begins. This does not affect your statutory rights if the eSIM is faulty or not as described, and our 30-day guarantee above applies in addition to those rights.
Before you dispute a payment
Please contact us first. We handle guarantee claims quickly, and a card dispute can take weeks to resolve. If you have already opened a dispute, we will still answer your support request.
Contact
[Legal entity name — set LEGAL_NAME], [Registered address — set LEGAL_ADDRESS], [Country — set LEGAL_COUNTRY]. Email: [Contact email — set SUPPORT_EMAIL].