Short version: if your eSIM does not connect and we cannot fix it, you get your money back. Plans that have never connected can be refunded within 30 days of purchase.

1. 1. Not yet connected

   Any plan that has never connected to a network can be refunded in full within 30 days of purchase from Orders → Receipt → Request refund, or by contacting support.

2. 2. Connection problems

   If the eSIM installs but will not connect, contact support from the app or web (it works over Wi-Fi). We will troubleshoot with you; if we cannot establish a connection within 24 hours, we refund the plan in full.

3. 3. Partially used plans

   Once a plan has connected and data has been used, it is non-refundable, except where required by law or where we caused the problem (for example, an outage of more than 12 hours on a partner network).

4. 4. Auto-renewals

   A renewal charged by mistake can be refunded if the renewed plan has not connected yet. Switch auto-renew off in My eSIMs to stop future charges.

5. 5. How refunds are paid

   Refunds go back to the original payment method: usually within 5–10 business days for cards, Apple Pay and Google Pay, depending on your bank. Crypto payments are refunded in the same asset at the rate on the day of the refund.

6. 6. Referral credit

   Gift data cannot be exchanged for cash and is not refunded. If a referred purchase is refunded, the related gift data is removed.