Refunds

1. How to request a refund

Send the order number and the reason on WhatsApp. The Seller decides. The refund goes to the same card that was charged; posting time depends on the bank and payment partner, usually several business days after we process it.

2. Full refunds

Payment went through, but the eSIM was never issued because of the Seller or the provider.

The profile was issued but not yet installed, and you cancelled before use — if the provider allows cancelling such a profile. We check the status and, if cancellation is possible, refund the amount paid.

The device is incompatible and you contacted us before installation, provided the site had a warning and you used it promptly without trying to install the profile.

3. No refund or a partial refund

The profile is installed or has already been used on the network. The Buyer deleted the eSIM. A change of mind after installation. Expecting a different speed or coverage than the network in the country of travel.

A “installed but it doesn’t work” dispute: we check the destination, the instructions (data roaming, selected line) and the status with the provider. If the profile is fine and the issue is the device, settings or the local network, a refund is not required. If the profile is defective — replacement or refund at our discretion.

4. Agent discount and partners

We refund the amount actually paid (after a code discount, if any). The travel-agent commission on that order is cancelled.

5. Time to apply

Please contact us as soon as possible, ideally before you fly. Requests about an uninstalled profile are reviewed as a priority within 14 days of payment. Later — if the profile can still be cancelled.