Who handles refunds for a partner-sold plan?

There is no such case: every plan on this site is sold by us, with no other seller involved. Every refund request therefore follows the same single refund policy of ours — contact us directly with your order number.

If you are looking for who handles a refund on a partner-sold plan, the straightforward answer is that no such case exists on this site. Every plan sold on this site is sold by us, with no other seller involved. Every order therefore sits in our own system, payment goes into our own account, and every refund request follows the same single refund policy of ours — there is no second policy from another seller to check separately.

This page explains why there is no partner-sold case to separate out, the refund route that genuinely applies to every order on this site, and what to do if you have seen the word partner attached to the origin of an eSIM you hold.

Why there is no partner-sold plan on this site

We activate every plan through the API of a supplier we sourced and contracted with ourselves, then resell it under our own name at a price we set ourselves. No step exists where another seller receives payment or issues the profile in our place. Your order is therefore always a contract directly between you and us, whichever country or data volume the plan covers.

Because every purchase contract is ours, there is no situation where you need to work out which policy an order falls under, or open a confirmation email to identify the genuine seller — the answer is always us, whichever channel you check.

The refund route for every order

1. 1Check your order status firstOpen the confirmation email or your order history in your account with us, and see whether it has been installed or activated yet.
2. 2Read our refund policy before contacting usThe single policy that applies to every order on this site is shown on our own refund policy page.
3. 3Have your order number and reason readyThe more complete the information, the faster the team can check the actual order in our own system.
4. 4Contact us directly on LINE or by emailThere is no other seller to track down. The one channel to remember is our LINE or email.

Read the full refund policy

See what qualifies for a refund

Confirm you actually bought through this site

Because every plan here is sold by us directly, the only order history that matters is the one tied to the email you used at checkout on this site. If you found what looked like the same country or the same price on a travel booking site, a marketplace listing, a social media ad, or through a friend forwarding a QR code, that purchase did not go through our checkout and does not appear in your account with us — however similar the product looks. Before writing to us about a refund, open your inbox and look for the confirmation email that came from us at the time of payment; check the order number format and the domain the email arrived from against what our order page shows when you sign in. If neither matches, the transaction sits with whoever actually charged you, and only they can act on it.

This distinction matters most in the two situations below.

• Connectivity bundled as an add-on inside a tour, hotel, or airline package, usually activated by a different company through its own supplier, even when the coverage map looks the same as ours.
• A resale listing on a marketplace or social post claiming to be one of our packages, when we do not authorise resale of individual orders and cannot verify or stand behind that listing.

In both situations, the party you paid is the one responsible for a refund, a replacement, or an explanation, because they are the one who actually processed your payment and, in most cases, the one who actually issued the profile.

What to have ready when you contact us

A refund request moves fastest when the first message already answers the questions the team would otherwise have to ask back, which costs a round trip of waiting on both sides. Four pieces of information cover almost every case: the order number exactly as shown on your confirmation email or order page, the email address the order was placed under, the date you paid, and the current status of the profile — whether it has been installed on a device, and if installed, whether internet has actually been switched on yet. None of this needs to be perfectly worded; a screenshot of the order page or a forwarded confirmation email covers the first three automatically.

None of these four points changes the outcome by itself; they simply let the team read the same order you are looking at without a back-and-forth first. How long a review then takes is not a fixed number worth repeating here, because it depends on whether the case is a straightforward not-yet-installed cancellation or one that needs the supplier to confirm something first — check your confirmation email or our refund policy page for the current window, since that is the source we keep accurate, rather than treating any figure written elsewhere as a promise.

• A screenshot of the confirmation email or order page, if you already have one, confirms the order number and the date at the same time.
• The phone model and OS version used to install, if the issue you are reporting involves a connection problem.

If the profile has already been installed or activated

The same rule applies whether you found the plan through our homepage, a search result, or a link someone else sent you: once a profile has been installed on a device, the supplier that issued it will not take it back, and once its validity has started, the allowance is already being drawn against. Neither of those depends on which channel led you to buy, because, as covered above, every channel leads to the same order in the same system. If you contact us after installation, we will still check the exact status against our own backend, since what a phone shows and what the supplier's system shows can occasionally lag behind each other by a few minutes, and that gap has genuinely changed the outcome of a review before. But it is worth being realistic going in: the further a profile has moved past installation, the narrower the room to help becomes.

While a case like this is under review, two small habits protect your position rather than hurt it. Leave the profile installed instead of deleting it — a deleted profile is harder for anyone to inspect, ours included — and turn its data connection off if you are not actively relying on it, so the usage record stops moving while the team is looking at it. Neither step changes whether a case qualifies, but both keep the record clean enough that a genuine edge case, such as a profile that failed to connect at all despite showing as activated, can actually be told apart from ordinary use.

If you are unsure whether activation has genuinely started, open your phone's cellular or mobile network settings and look at the line for that profile: a data allowance figure that has begun counting down, or a signal bar showing a connected network, are both signs that use has started on the device side, separate from whatever the order page shows. Screenshotting that screen alongside the order number gives the team two independent readings to compare rather than one.

If you do not hear back

Check your confirmation email and our contact page for the response window currently stated there, since that is the figure we stand behind rather than one worth guessing at here. If that window passes without any reply on either LINE or email, try the other one of the two rather than resending the same message on the same channel, since a message can occasionally sit unseen in one queue while the other is clear. Include the order number again each time, and mention that this is a follow-up, with the date you first wrote in. If a genuine wait past the stated window has passed with no reply on either channel, say so plainly in your message: a case that has already gone quiet once is treated as a priority the second time it is raised, precisely because it should not need raising twice.

If you are in a different time zone from the team, count the response window from the time stated in the confirmation email rather than from your own local clock. A message sent late at night your time may already fall outside a full working day on the team's side, so resending it again an hour later does not yet count as an unusual delay. Wait until the stated window has genuinely passed before concluding that no reply is coming.

A refund request is not the same as a card dispute

A refund request and a chargeback (also called a dispute) with your bank or card issuer solve the same problem through two entirely different routes, and starting one does not pause or replace the other. A refund request goes through us: we check the actual order in our own system and, where the case qualifies, return the money using the same channel it was paid through. A chargeback goes through your bank instead, sits outside anything we control, and is usually meant for charges you genuinely did not authorise or a merchant that will not respond at all — not for a straightforward change of mind on an order you can see clearly in your own account. If you open a dispute with your bank while a refund request with us is still being reviewed, tell us that as well, since the two processes running at once can otherwise confuse which one actually resolves the case, and a bank-side dispute can sometimes take longer to close than reaching an answer with us directly would have. Reaching out to us first, with the order number ready, is almost always the faster route when the seller — us — is easy to identify and reach, which on this site it always is.

After a refund is approved, keep the confirmation

Once a refund is approved, the money is sent back through the same payment method you used to buy, such as the same card or the same channel the charge originally went through. How long it then takes to actually appear in your account is set by your payment provider or bank, not something we control end to end. Keep the message or email confirming the approval, in case you need to match it against a later card statement. Once an order is closed as refunded, do not try to reinstall the same profile: a refunded order is closed, and that profile is no longer treated as valid for use. If the same trip still needs connectivity, place a new order instead.

Exactly how the money reappears can also look different depending on how you paid. A refund to a credit or debit card usually shows first as a pending credit before settling into your available balance a little later, while a refund routed back through a bank transfer or an e-wallet can appear as a single completed transaction with no pending stage at all. Neither pattern is a sign that something has gone wrong; it simply reflects how that particular payment rail reports a reversal, which is set by the payment provider rather than by us.