Refund Policy

1. General Rule

All purchases are considered final unless the request meets one of the eligible scenarios below and is supported by sufficient evidence.

2. Eligible Scenarios

• Compatibility issue where the plan cannot be used on the customer device, and the eSIM has not been activated or consumed.
• Trip cancellation or change where the purchased eSIM remains unused and unactivated.
• Verified provider-side connection failure that cannot be resolved by support.
• Duplicate or unauthorized billing confirmed through payment review.

3. Refund Conditions by Scenario

For compatibility and trip-cancellation requests, refunds are generally considered when the purchase is recent, the eSIM was not activated, and no data was consumed. For connection issues, troubleshooting with support is required before refund review.

4. Non-Refundable Situations

• Requests without order evidence or without prior support communication.
• Expired plans after validity period has ended.
• Costs unrelated to the eSIM order (backup devices, other SIMs, hotel phones).
• Fraudulent activity, abuse, or clear violation of platform terms.
• Third-party app verification or OTP failures when data connectivity is otherwise functioning.

5. How to Request a Refund

Submit your request through Contact Us and include order ID, purchase email, device model, destination, and screenshots/logs of the issue.

6. Review and Payout Process

• Support and technical verification are completed first.
• Approved refunds are returned to the original payment method.
• Processing times vary by payment provider and bank, typically within 1-15 business days after approval.

7. Policy Summary

Refunds are available for qualifying unused or non-functional plans with verified evidence. No physical return is required because eSIM products are digital.

8. Contact

For refund assistance, contact us via Contact Us.