Last updated · 28 October 2026
Refund & replacement policy
We stand behind every eSIM. If it doesn't work because of a fault with the eSIM or plan, we replace it free of charge or refund the order. This page explains exactly when, how, and what isn't covered.
01 When you're covered
If your eSIM can't be installed, can't be activated, or won't connect in your destination due to a fault with the eSIM or plan, you're covered for a free replacement or a refund for 30 days from the date of purchase.
02 How to claim
Contact us with your order number within 30 days of purchase and we'll investigate. Your order number is in your delivery email.
03 What happens next
Once we've confirmed the fault, we'll replace it free of charge or, if that's not possible, refund the order to your original payment method — typically within 5–10 business days.
One replacement or refund per order.
04 What we can't refund
Because eSIMs are digital, single-use data plans delivered immediately by email, we can't refund:
- a change of mind (see immediate delivery below)
- a device that isn't eSIM-compatible or is carrier-locked
- data you've already used
- a plan that has already activated and worked as intended
- an eSIM deleted by mistake after its plan had already activated (it can't be reinstalled or refunded, see below)
- temporary local network outages or maintenance by the carrier, which are outside our control
05 Deleted or lost eSIMs
An eSIM QR code can be reinstalled only as long as the plan has not been activated. If you delete the eSIM, or switch phones, before it has ever connected, contact us with your order number and we'll help you reinstall it (some carriers charge a $0.50 service fee, shown on each product page).
Once the plan has activated and connected, deleting the eSIM is permanent. A deleted activated eSIM cannot be reinstalled, and we cannot refund the plan. Many eSIM QR codes are single-use, so deletion ends access to your data permanently. Keep your delivery email safe and do not remove the eSIM from your phone until your trip is completely over.
06 Immediate delivery and the 14-day withdrawal right
Your eSIM is digital content delivered by email straight after payment. At checkout you confirm you want it delivered right away and accept that you lose the standard 14-day withdrawal right once it's sent.
This doesn't affect the replacement and refund policy above for a faulty eSIM or plan. It is also explained in our Privacy Policy.
07 Contact us
Questions about an order? Reach us through the support page and include your order number.