1. Before you activate the eSIM
- 1.1Within 30 days of purchase, we refund the full amount if the eSIM has not been activated yet, whatever the reason: your trip changed, you bought the wrong plan, or your device is incompatible or locked.
- 1.2The eSIM is activated when it first connects to a network at the plan's destination.
2. If the eSIM is activated but does not work
- 2.1Contact our support team. We will ask you to try a few steps, such as turning on data roaming, and we may ask for screenshots of your device settings.
- 2.2We have up to 10 days from your request to fix it.
- 2.3If we cannot fix it, we refund everything if the eSIM never worked, or the unused part if it worked for part of the time.
3. When there is no refund
- 3.1An activated plan that worked normally, including when your trip changes after activation.
- 3.2Data used up or validity expired.
- 3.3eSIM deleted from the device after activation.
- 3.4Requests made more than 30 days after purchase.
4. How to request a refund
5. How we refund you
We refund to the same payment method used for the purchase. We issue the refund right away; how long it takes for the amount to show depends on your bank or card issuer.
6. Rules for your region
If the law of the country where you live gives you more rights, those rights apply. See the rules for each region in the Terms and Conditions.