Refund policy

When buying at a distance a consumer normally has 14 days to withdraw. For digital content supplied without a tangible medium, that right ends once performance has begun, with your express consent and your acknowledgement that you lose the right of withdrawal.

With us, performance is treated as begun when the eSIM profile is downloaded to a device, not when the order is paid. That is why there is always a full refund between payment and installation.

• When the eSIM has not been installed and the QR code is unused, within 30 days of purchase. The refund is full and no explanation is needed.
• When the eSIM is installed but the service does not work because of a technical fault we cannot resolve. The refund is full if no data was used, or proportionate if part of it was.
• When the plan could not work at the destination because of an error in our plan description.
• When there was an obvious purchase error, for example the same order charged twice.
• When delivery failed within a reasonable time and you do not want a replacement plan.

• When the plan has been used or its validity has expired.
• When the device does not support eSIM or is carrier locked, because that is a free check available before purchase.
• When the problem comes from mobile data being switched off, data roaming being off for the eSIM profile, or no coverage at one specific spot while the plan works elsewhere.
• When the speed is lower than expected but the network is available. We do not guarantee speed, because it depends on the local network.
• When the plan was bought for the wrong destination and is already installed. We can usually offer a swap in that case, so write to us first.

1. Contact support through the form or reply to your order email.
2. Give the order number, your phone model and a short description of the problem.
3. If you can, describe or attach what the screen says.

We answer within one business day and, if the problem is technical, we try to solve it with you first. If we cannot, we start the refund without asking you to prove anything further.

Refunds go back to the payment method you used. Our processing takes up to two business days from approval.

How long the money then takes to appear depends on your bank and is usually between three and ten business days. We never charge a fee for a refund.

When part of the plan was used before the problem appeared, we calculate the refund in proportion to the unused data or the remaining validity days, whichever is more favourable to you.

If you are not happy with our decision, send a complaint to the contact email address. You get an answer within the statutory period, and if the dispute is not resolved, consumers in the European Union may use the European Commission online dispute resolution platform.