Refunds
When a refund applies and how to request one.
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Вопросы и ответы
I have not installed the profile at all. Can I get a refund?+
Yes, if you are still within 14 days of payment. Open your order page and use the refund button: it checks the state with the supplier first. Do not install it in the meantime, because installing closes the refund immediately.
Data never worked for the whole trip. Will I be refunded?+
It depends on whether the check shows a network-side fault or a handset setting. Where a verified network fault made the plan unusable, that case is refundable. Send us the phone model, the city you were in, and screenshots of the line settings and any error, so the check with the supplier is aimed at the right thing. We report what the check actually finds.
Why can I not be refunded for data I did not use?+
Because a plan is sold as a package of volume and validity rather than metered by consumption, so what you pay is the price of the whole package rather than a rate per gigabyte used. If you routinely finish with data left, the cheaper route is a smaller size next time, topped up if that plan supports topping up.
How many days until the refund reaches me?+
Usually 5 to 10 working days after we issue it. The exact timing belongs to your bank or payment provider and their cycles differ, so that is a guide rather than a guarantee. What we always give you is the date we issued it. If it runs longer than that, or longer than your bank states, tell us and we will send the evidence for you to take to them.
I installed the wrong plan by mistake. Is anything still possible?+
Once it is installed it cannot be refunded, because the supplier does not take back an installed profile. Do not delete it: deleting does not return it to its pre-installation state. What we can help with is working out where that plan is still useful, and choosing the right plan for where you are actually going.
If a refund is declined, what else can I do?+
Ask us whether any other option exists in your case, such as putting an existing plan to use on a later trip where its terms still allow it, or choosing a better-matched plan next time by checking country, device and size before buying. We answer from that plan's actual terms rather than from what we would like them to be.
Common questions in this section
When can I get a refund?+
Within 14 days of paying, and only while the profile has never been installed and no data has been used. You can ask for it yourself from the order page: we check the state with the supplier and answer on the spot. Once the profile is installed or the validity has started, the supplier will not take it back and we cannot refund it. A top-up is never refundable. If we fail to issue the eSIM at all, the charge is reversed automatically without you asking.
I bought the wrong destination+
If the profile has never been installed, refund the order yourself from the order page within 14 days of paying, then buy the right destination. Once it is installed the supplier will not take it back, so there is no refund and no exchange. Send your order number if you are not sure which state it is in and we will check.
My trip moved — do I lose the plan?+
A first-connection plan has not started as long as you have not connected at the destination, but the profile has an activation window (stated on the plan page). If your trip moves beyond it, contact us before that window closes.
Can I get a refund after installing?+
No. Once the profile is installed on a phone the supplier will not take it back, so we cannot refund it — even when no data has been used. A refund is possible within 14 days of paying and only while the eSIM has never been installed. The single exception is a profile that genuinely does not work where the fault is confirmed on the provider side, which we review case by case.
Can I be refunded for data I did not use?+
Generally not: plans are sold as a package of volume and validity rather than metered by use. If you routinely finish with data left, choose a smaller size next time and top up if needed, which usually costs less than buying a large margin upfront.
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.
My refund is approved. When will the money arrive?+
Once we issue the refund the money returns to the method you paid with, on your bank's or payment provider's schedule — usually 5–10 working days. We always tell you the date we issued it.