Purchase, Cancellation and Refund Policy

1. Purchase and Electronic Delivery

An eSIM is a digital service created and delivered electronically after the order and payment process is completed. Our delivery obligation is deemed fulfilled when the eSIM details are sent to the registered email address or user account. Once electronic creation or delivery has begun, the order becomes final; amounts paid are non-refundable and cannot be transferred to another product, user, or device. This remains the case even if the eSIM has not been installed, activated, or used.

2. Device Compatibility Is the User’s Responsibility

• You are responsible for confirming before purchase that your device supports eSIM and is carrier-unlocked.
• The device model name alone may not be sufficient; country of manufacture, device variant, carrier lock, or software restrictions may affect eSIM support.
• No refund is provided for an incorrect or incompatible device, carrier lock, or an incorrect destination or package selection.
• Issues caused by installation, APN, data roaming, network selection, or similar user settings are not grounds for a refund.

3. Cancellation and Refund Terms

The order becomes final when the eSIM is created electronically or the delivery process begins and cannot be cancelled after that point. Amounts paid are not refunded unless mandatory consumer law expressly requires otherwise. Technical issues are addressed first through support, reconfiguration, or, where appropriate, restoration of the service.

4. Non-Refundable Circumstances

• A change of mind, trip cancellation, or change of plans.
• The eSIM has been installed, activated, or used in whole or in part.
• Device incompatibility, carrier lock, an unsupported device variant, or user-caused installation and configuration errors.
• Selection of the wrong country, region, package, data allowance, or validity period.
• Variations in coverage or speed caused by local network conditions, congestion, building structure, geography, or device characteristics.
• Deletion of the QR code or eSIM profile by the user, attempted installation on another device, or sharing it with an unauthorized person.
• Retrospective claims that the service “did not work” after a 3-day, 7-day, or other trip or package period has ended. A refund request is invalid if the issue was not reported to our support team during the trip while the package was still valid.

5. Reporting and Review Period

If you experience a technical issue, you must report it to our support team while your trip is ongoing and the package remains valid, giving us a reasonable opportunity to resolve it. Retrospective “did not work” claims and related refund requests made after the trip or package period has ended are not accepted.

6. Information Required for a Request

You must provide our support team with your order number, the email address used for the purchase, the device’s full brand, model, and variant details, a description of the issue, and any requested screenshots. Failure to provide the required information may prevent a technical review.

7. Chargebacks and Abuse

If an unjustified chargeback is initiated before the support process is completed, we may suspend the relevant eSIM and associated account services during the review. Fraudulent, misleading, or abusive claims may be rejected, and relevant records may be shared with the payment provider.

8. Contact

For technical support, contact us through the support channels listed on the Contact page.