Refund policy
When a travel eSIM plan can be refunded, how to ask for one, and why a plan that has been installed and connected counts as delivered. The full text is set out on this page.
How refunds work on a digital product
An eSIM is delivered the moment the QR code reaches your inbox, and it is consumed the moment the profile is installed and connects to a network. The policy draws the line at that point: it sets out the circumstances in which an unused, uninstalled plan can be refunded, and explains why an activated plan generally cannot be.
It also covers the cases that are not simply about changing your mind — a plan that will not install, a destination whose coverage failed, or a duplicate purchase — and how each is assessed.
Requesting a refund
Requests go through the contact page. Include the email address used at checkout, the destination you bought for, and whether the eSIM profile was installed on a device, since that last detail determines which part of the policy applies.