Cancellation and Refund Policy

Important rules for digital eSIM services, including cases where cancellation or refund is not available.

Last updated: 2026-07-14

We are committed to providing a seamless and reliable experience for our customers. This policy explains when a refund, replacement, or other resolution may be considered for Online eSIM digital services. Because eSIM products are delivered electronically and may become usable very quickly, refund rights are narrower after delivery, activation, or consumption.

Refund Eligibility and Conditions

  • Coverage or activation issues may qualify for review if the problem is verified and the service cannot be reasonably used as intended.
  • Technical issues originating from our own service may qualify for a refund or replacement if they cannot be resolved within a reasonable timeframe.
  • Refunds are generally available when the eSIM has not been activated or used.
  • If the eSIM has been partially used, refunds may be considered only in cases of verified technical or service-side issues.
  • If a purchase was made by mistake and the eSIM has not been activated or used, a refund request may be submitted within the eligible review period.

When Refunds May Be Limited or Declined

  • If the eSIM or activation data has already been delivered and can be used.
  • If the package has been activated, installed, scanned, or partially or fully consumed, except where a verified service-side issue applies.
  • If the issue is caused by an incompatible or carrier-locked device that the customer did not verify before purchase.
  • If coverage, speed, or quality differs due to local operator conditions, geography, congestion, or other variable network limitations outside our direct control.
  • Refunds may be declined in cases of suspected abuse, violation of terms, fraudulent activity, or misuse of the service.

How to Request Review

  • Refund requests should be submitted within 14 days of the purchase date.
  • Contact support as soon as possible using the contacts shown in the footer and include the order reference, purchase email, and reason for the request.
  • We may request screenshots, device model, activation status, billing details, or other evidence needed to investigate.
  • Each request is reviewed individually after checking service logs, provider data, transaction details, and customer evidence.
  • Where appropriate, we may offer a refund, replacement, credit, or another reasonable solution depending on the situation.

Specific Scenarios

  • If you believe you were incorrectly charged, contact support with the order details so we can review and resolve the issue appropriately.
  • If you believe a purchase was unauthorized, contact us immediately so we can investigate and take appropriate action.
  • Customers remain responsible for checking device eSIM compatibility before purchase, but support may still review unexpected cases and help determine a fair resolution.
  • Service availability and network performance may vary by location and carrier, and this may affect the final outcome of a refund review.
  • Some cases require confirmation from the underlying provider before a refund or replacement decision can be finalized.

Additional Terms

  • All plans may be subject to fair usage or provider-side traffic management rules where applicable.
  • While we aim to provide consistent service, uninterrupted network availability cannot be guaranteed in every location or at every moment.
  • Services are provided on an as available basis, but we always aim to investigate issues promptly and fairly.
  • This policy may be updated from time to time; the version published on this website is the current version.

Complaints and Chargebacks

  • Please contact support before opening a payment dispute so we can try to resolve the issue directly.
  • We may provide delivery records, activation status, correspondence, and provider confirmations to dispute unjustified chargebacks.
  • If a service is clearly marked as non-refundable after delivery or activation, that condition applies unless mandatory law states otherwise.
  • Submitting false claims may lead to refusal of future service.

Support Contact

If you have questions or need help with a cancellation, refund, or replacement request, contact support using the details shown in the footer.

Early contact improves the chance of resolving an issue before activation, usage, or provider-side limits make refund review more difficult.