Refunds and cancellation

Short version: if the eSIM never worked or you never installed it, you get your money back. Once you have used the data, we cannot un-buy it from the network.

14-day right of withdrawal

EU and UK consumers have 14 days from purchase to withdraw from a distance contract. Because an eSIM is digital content delivered immediately, you agree at checkout that delivery starts right away — which ends the withdrawal right once the profile is installed and used. Until you install it, the 14 days apply in full.

You get a full refund when

You have not installed the profile and you ask within 14 days of purchase.
Provisioning failed and we could not deliver a working profile.
The plan does not work in the destination for a reason on our side, and reissuing does not fix it.
You were charged twice, or charged for an order you never placed.

We reissue instead of refunding when

The profile was delivered but the install failed for a technical reason we can fix — a corrupted profile, an SM-DP+ error, or a supplier-side provisioning fault. You get a new profile at no cost. If the reissue also fails, it becomes a refund.

No refund after use

Once data has flowed on the profile, the plan is consumed for wholesale purposes and we cannot recover it. That means:

Unused gigabytes left at expiry are not refunded, credited, or carried over.
A plan you forgot to use before it expired is not refunded. Validity starts on first attachment and the card tells you the length before you pay.
Slower speeds after the fair-use allowance are the plan working as described, not a defect.
The free 1 GB trial is not paid, so there is nothing to refund.
Emergency 500 MB is a reserve, not a purchase, and is never cashed out.

Support and Finance can still issue goodwill credit when something clearly went wrong for you. Ask.

Things outside our control

Local network outages, a country blocking roaming data, a locked or non-eSIM device, or a deleted profile are not our fault, but talk to us anyway — we check the supplier side before we say no, and we will tell you what we found.

Top-ups and crew

Top-ups follow the same rules as plans: refundable while unused, not refundable after data flows. For a crew order, unclaimed seats are refundable to the organizer; claimed and installed seats are not.

How to ask for a refund

Open /support or email [email protected] with your order id from My eSIMs.
Tell us what happened. Screenshots of the install screen help a lot.
We answer within one working day and decide within five.
Approved refunds go back to the original payment method, normally within 5-10 working days depending on your bank.

Please come to us before opening a chargeback. A chargeback freezes the order and takes weeks longer than we do.