Refund Policy

You can get a refund for an eSIM that has not been installed yet, for any reason — including discovering that your device does not support eSIM. Alternatively you can install it on another supported device, as long as it has not been installed and its installation window has not expired.

After installation no refund is possible: plan validity starts the moment the eSIM is installed regardless of your actual use, which is what we ask you to accept explicitly before your first purchase. The only exception is a fault proven on our side (provisioning or delivery failure) after our support team verifies it.

Wallet balance and bonus are non-refundable and can only be used for purchases within the platform.

An approved refund goes back to your wallet on the Platform, not to your card, and appears immediately as an entry in your history. A refund to the card is an exception decided case by case.

When you pay by card for a plan, the amount is deposited into your wallet and the purchase is then made. If the purchase cannot go ahead (price change or plan no longer available), the full amount stays as wallet balance and we notify you by email.

Disputing a payment through your bank instead of contacting us freezes your wallet until the dispute is resolved, and if the dispute is lost the matching amount is deducted from the wallet. Contact us first — most cases are solved quickly.

Send your request through the "Contact us" form with your order number (found on the eSIM page or the delivery email). Our support team checks the installation status and replies by email.