Refund policy

If you bought an eSIM and it never connected to a network within 24 hours of fulfillment, you're entitled to a full refund. No troubleshooting required, no form, no “please describe your issue.” One tap on your order page and the refund is on its way.

We can do this because we know whether your eSIM ever saw a network — our wholesale partners report first-connection events back to us. If our records show zero connection activity, your refund is automatic the moment you request it.

We can't refund a plan that you've used data on. Once your eSIM has connected to a network and consumed data, the wholesale cost has been incurred and we can't recover it.

We also can't refund plans that have expired, plans where the failure was caused by the device or carrier not supporting eSIM (we surface compatibility on the plan page before checkout for exactly this reason), or plans where you cancelled the eSIM yourself before it had a chance to connect.

If you're not sure which category your situation falls into, request the refund anyway. We'll tell you what we see and explain the call. We err on the side of refunding when it's ambiguous.

Go to the Orders page, open the order you want refunded, and tap Request refund. If you're eligible the refund processes immediately and you'll see a confirmation on the order page. If you're not eligible we'll tell you why and what to do next.

You can also email [email protected] if you'd rather a human walks through it with you.

Refunds go back to the original payment method. The payment processor handles them within an hour on our side; depending on your card issuer the funds show up in your account in 5 to 10 business days. We don't have a faster path — the timing is your bank's, not ours.

At launch we don't offer partial refunds. A plan either gets refunded in full or it doesn't. As we get more usage data we expect to add pro-rated refunds for specific edge cases (e.g., a destination's network goes down mid-trip). When we do, we'll update this page.

Before you initiate a chargeback with your bank, please email [email protected]. Almost every dispute we've seen is faster to resolve directly than through the bank's process — Stripe disputes take 60+ days and pull both sides through a paperwork loop.

We sell eSIMs to travelers. By the time you discover something doesn't work, you might be in another country with no easy way to call us. A policy that requires troubleshooting steps, screenshots, or hold music is a policy that fails the person it claims to protect. So we built ours to be one tap from the order page. That's the whole thing.