Travel eSIM Refund Policy

Travel eSIM Refund Policy

Travel eSIMs are digital products delivered as a one-time QR code. Refund eligibility depends on whether the eSIM has been installed or activated, whether the QR code has been used, and whether any data has been consumed.

14-day refund window

Refund requests may be submitted within 14 calendar days of purchase, provided that the eSIM has not been installed or activated, the QR code has not been used, and no data has been consumed.

  • The 14-day period starts on the purchase date shown on your order.
  • The eSIM must not have been installed on any device.
  • The plan must not have been activated and the QR code must not have been used.
  • The plan must show zero data usage. Our network partner reports usage for every eSIM, and a plan that has consumed even a few megabytes can no longer be cancelled or refunded.

Refund processing fee

Approved refunds are subject to a processing fee of US$3 per eSIM, which is deducted from the amount refunded. The fee covers the cancellation charge our network partner applies when an unused eSIM profile is withdrawn — that charge is not returned to us, so it cannot be waived on change-of-mind refunds.

  • The fee is charged per eSIM, not per order. An order containing two eSIMs carries a US$6 fee.
  • Orders paid in another currency are converted at the exchange rate applied to your original order.
  • If the order value is lower than the processing fee, the order cannot be refunded.
  • No fee is charged when the refund follows a verified product or service fault, or any other error on our side.

The processing fee applies to orders placed on or after 21 August 2026.

How to request a refund

Email [email protected] with your order number and the reason for your refund request. Our support team will verify the order and the eSIM status and reply with the result. Approved refunds are returned to the original payment method; card and PayPal refunds usually appear on your statement within 5–10 business days, depending on your bank.

Installed or activated eSIMs

Once an eSIM has been installed or activated, or its QR code has been used, it is generally not refundable for change of mind, because the QR code is a one-time digital product that cannot be recovered or resold.

Product or service issues

If you followed the installation and troubleshooting steps but the plan still does not work — for example the QR code is invalid or the service cannot be provided — contact support with your order details, device model and screenshots. Verified product or service faults are reviewed separately, carry no processing fee, and may result in troubleshooting help, a replacement or a refund depending on the case.

For setup help, see the eSIM installation guide, compatibility guide and help center.

Before you buy

  • Check that your device supports eSIM.
  • Confirm your phone is carrier unlocked.
  • Choose the correct destination, data amount and validity period.
  • Read installation instructions before scanning the QR code.

FAQ

When does the 14-day window start?

It starts on the purchase date of your order. Within this window, a refund can be requested only if the eSIM has not been installed or activated, the QR code has not been used and no data has been consumed.

My phone turned out not to support eSIM. Can I get a refund?

Yes. A phone that cannot install an eSIM has never used the plan, so the eSIM still qualifies as unused. Request the refund within 14 days of purchase and the US$3 per-eSIM processing fee will be deducted from the amount refunded. To avoid this, check the compatibility guide before buying — it lists the phone models that support eSIM.

Why is there a processing fee?

An eSIM profile is issued by a network partner the moment your order is paid, and that partner charges a non-recoverable fee when the profile is cancelled. The US$3 fee covers that cost. It does not apply when the refund is caused by a fault on our side.

Can I get a refund after installing an eSIM?

Installed or activated eSIMs are generally not refundable for change of mind because the QR code is a one-time digital product. Contact support if you believe there is a verified product or service issue.

How can I reduce refund risk?

Check compatibility, destination coverage, validity period and plan details before purchase. Install only on the device you plan to use.