✅ Our Commitment
We want you to shop with confidence. If your eSIM has not been activated, we offer a full refund. We believe in transparent, fair policies that protect our customers.
1. Eligibility for Refund
A refund will be issued only when all of the following conditions are met:
- The eSIM QR code has NOT been scanned or activated on any device
- The eSIM profile has NOT been used to connect to any network
- The refund request is submitted within 30 days of purchase
- The refund request includes your order ID and the email address used at checkout
❌ Non-Refundable Situations
Refunds are NOT available under the following circumstances:
- The eSIM QR code has been scanned, regardless of whether data has been used
- The eSIM has been installed on a device, even if not yet activated
- More than 30 days have passed since the purchase date
- The plan has expired (validity period has ended)
- Coverage issues in specific locations (coverage depends on local networks)
- Device incompatibility discovered after QR code activation
- User error during installation (wrong device, lost QR code after scanning)
2. How to Request a Refund
To request a refund, please follow these steps:
- Email us at refunds@yourdomain.com with the subject line: "Refund Request – [Your Order ID]"
- Include your full name, email address used at checkout, and order ID
- Confirm that the QR code has not been scanned or activated
- Briefly explain the reason for the refund request
We aim to respond to all refund requests within 24–48 business hours. Approved refunds are processed back to the original payment method within 5–10 business days.
3. Technical Issues
If you experience a technical issue with your eSIM that cannot be resolved by our support team, and the issue is determined to be on our end (not device-specific or network-related), we will offer either:
- A replacement eSIM QR code
- A full refund at our discretion
Please contact our support team at contact us before requesting a refund for technical issues so we can attempt to resolve the problem first.
4. Device Compatibility
It is the customer's responsibility to verify eSIM compatibility with their device before purchasing. We provide compatibility information on our website and FAQ. Refunds are not available for purchases where the customer's device turns out to be incompatible if the QR code has already been scanned.
5. Fair Usage & Coverage
Refunds are not available for dissatisfaction with network speeds or coverage areas. Network performance is subject to local infrastructure and is beyond our control. We do not guarantee specific speeds or coverage in all areas within a destination. Please see our Terms & Conditions for more information about our fair usage policy.
6. Partial Refunds
We do not offer partial refunds for unused portions of an activated eSIM plan. Once activated, the full validity period begins and the plan cannot be paused or partially refunded.
7. Contact
For refund-related enquiries:
📧 Email: refunds@yourdomain.com
📬 Or use our Contact Form
⚠ Reminder: Refunds are available only when the eSIM has not been activated and the QR code has not been used. Once the QR code has been scanned and the eSIM profile is installed on a device, we are unable to issue a refund as the digital product has been delivered and consumed.