Refund policy

When you can get a refund

We refund a plan in full when:

• The eSIM has not been installed on any device and you ask within 14 days of purchase.
• Your device turned out not to support eSIM or to be carrier-locked, the plan was never installed, and you ask within 14 days of purchase.
• We could not deliver the eSIM, or the plan never connected to a network in the destination despite a supported, unlocked device and correct setup, confirmed by our support team.
• You were charged more than once for the same plan.

When we cannot refund

We are unable to refund a plan when:

• The eSIM has been installed and has connected to a network, or any data has been used.
• The validity period has started or expired, including where unused data expires with the plan.
• The plan was deleted from the device after installation, or the device was reset, lost or replaced.
• Coverage or speed in a particular place did not meet expectations; performance depends on the local network.
• The request arrives more than 14 days after purchase, unless the delivery failure is on our side.

Top-ups

Top-ups are added to an existing eSIM immediately and are non-refundable once applied, except where the top-up could not be applied at all.

How to ask

Contact us from the app's Support chat or by email with the email address you used in the app and, if you have it, the plan name or order number. We usually reply within two business days. Approved refunds go back to the original payment method through our payment processor, Paddle, and can take 5 to 10 business days to appear depending on your bank.

Purchases through the app stores

If you paid through Apple's App Store or Google Play rather than in-app checkout, that store's refund process applies and refunds are issued by them.

Contact

Refund requests and questions go to the address below.