Refund policy

Refund for Service Withdrawal

Ask for a refund if the eSim has not been installed and no data has been used. Used data cannot be returned.

Under UK and EU consumer law you usually have 14 days to cancel an online purchase. An eSim is digital content that we deliver as soon as payment succeeds. At checkout you ask us to start immediately and you lose that 14-day right once the eSim has been delivered.

If you have not installed it and no data has been used, we will still refund the order when you ask through the contact form.

Refunds go back to the card or wallet you paid with and usually show within 5 to 10 days.

Refund for Incompatible or Locked Device

If the phone cannot install the eSim because it has no eSim support, or because it is locked to a carrier, contact us before you use any data.

We will ask which device you tried and what you saw on the screen. Check the Devices page first. Dial *#06# — if there is no EID, the phone does not support eSim.

If we agree the device cannot use the eSim and no data has been used, we refund the order. We may refuse a refund if the eSim was installed on another device or if data has been used.

Refund for Connection Issues

If the eSim will not connect in a country the plan covers, contact us so we can check the line, the destination, and the steps on the phone (travel line selected, data roaming on, phone restarted).

If we cannot get the line to connect after that, or if we cannot deliver the eSim at all, we refund you in full.

A slow network, a weak indoor signal, or use outside the covered countries is not a connection failure for this policy.

Fair-use or network limits shown on the plan are not a reason for a refund once the eSim has connected and data has been used.