1. If it does not work
If we cannot deliver your eSIM, or it cannot be installed or does not connect in a country the plan covers and we cannot fix it, we refund you in full. Contact us with your order reference so we can try to solve it first; most problems are a phone setting.
2. Changing your mind (14 days)
If you buy as a consumer in the EU, you have 14 days from purchase to withdraw from the contract without giving a reason.
Your plan starts at the moment of purchase because you ask us at checkout to begin the service immediately.
If you have not used any data, you can withdraw within those 14 days and we refund the full price.
Once you have used any data on the plan, or its validity has ended, the plan can no longer be cancelled for a change of mind and is not refunded. You agree to this at checkout when you ask for the plan to start immediately.
3. What is not refunded
A plan on which any data has been used, unless it did not work as described.
Data left unused when a plan expires.
A plan bought for a phone that turns out not to support eSIM or to be locked to an operator, unless you tell us before installing it and withdraw within 14 days as described above.
An eSIM you deleted from your phone after installing it.
4. How to ask
Write to [email protected] from the email address you ordered with, and include your order reference. A simple statement that you want to withdraw or want a refund is enough.
5. How we pay
Refunds go back to the payment method you used, within 14 days of our confirming the refund. Your bank may take a few more days to show it. When we refund a plan, we remove it from your eSIM.