Getting a refund
If you haven’t installed the eSIM, you can have your money back. Once it’s installed on a phone, a change of mind is no longer refundable. If the eSIM isn’t installed yet, its order page has an “Ask for a refund” button.
- The wrong destination or plan: if you haven’t installed it, tell us the order number and we’ll sort it out.
- A locked or incompatible phone: a full refund if the eSIM isn’t installed and you tell us within 14 days of buying it.
- An eSIM that doesn’t work: tell us within 30 days of buying it. If it still isn’t working 10 working days after you report it, you get your money back in full.
- An eSIM we couldn’t deliver: you get all of your money back.
Data you’ve used, a plan whose days have run out and the unused part of a plan you’ve started aren’t refundable.
Refunds go back to the card you paid with.
To ask for one, write to us with your order number and the email address you sign in with, and say what happened: for example, that you haven’t installed the eSIM, or that it’s installed and doesn’t work.
While you wait for a refund of an eSIM you haven’t installed, don’t install it. Once it’s installed, a change of mind can’t be refunded.
This is a summary. Where it and the refund policy differ, the policy applies.