eSIM Prime

Refund Policy

Last updated: 11 September 2026

Because an eSIM is a digital product that may be delivered immediately and can contain a single-use activation code, refund eligibility depends on its delivery, installation, activation and use status.

1. When a refund may be available

  • You were charged more than once for the same order.
  • The eSIM was not delivered within a reasonable time after confirmed payment and support could not resolve delivery.
  • A verified technical fault in the supplied eSIM prevents use at the covered destination and remains unresolved after reasonable troubleshooting.
  • We cancel the order because the purchased plan is unavailable.

2. When a refund is normally unavailable

  • The eSIM has been successfully installed, activated or has used data, unless it is defective or the law requires a refund.
  • The device is incompatible, carrier-locked, incorrectly configured or does not support eSIM.
  • The wrong destination or plan was purchased, or the trip changed after digital delivery.
  • Coverage or speed varies because of location, device, network load or a temporary local outage.
  • The plan expired, was used outside its covered destination or the activation instructions were not followed.

3. How to request a refund

Contact support promptly using the details on this website. Include the order email, order number, destination, device model and a clear description of the issue. Do not delete the eSIM while support is troubleshooting unless instructed to do so. We may request screenshots that do not expose confidential activation codes.

4. Assessment and payment

We review delivery, installation, activation and usage records and may ask you to complete reasonable troubleshooting. Approved refunds are returned to the original payment method. Bank or provider processing times are outside our control. Unless required by law, related exchange-rate differences or third-party fees are not refundable.

5. Mandatory consumer rights

Nothing in this Policy removes rights granted by mandatory consumer law. For digital content supplied immediately, some jurisdictions allow a withdrawal right to end after the customer expressly requests immediate supply and acknowledges the legal consequence. Where those rules apply, they take priority over this Policy.

6. Contact

For a refund request or question, use the support contact details shown on this website before starting a payment dispute so we have an opportunity to investigate and resolve the issue.