Clear eligibility, evidence and review.

A travel eSIM is digital content or a digital service. We compare the request with payment, fulfillment, delivery, activation, connection and usage records before deciding the available remedy.

Nothing in this policy excludes a refund, repair, replacement, withdrawal right or other remedy that applicable law does not allow us to exclude.

These outcomes are commercial guidance; local mandatory law and the specific facts can require a different result.

• Cancellation requested before digital delivery begins

  Review required

  We will try to stop fulfillment. A refund may be available if the order can be cancelled before a non-recoverable allocation or delivery occurs.

• Payment completed but no usable activation details were delivered

  Refund or replacement

  After verifying the order and delivery state, we will retry delivery, replace the product or refund the affected order.

• Valid setup details will not install or activate

  Review required

  Keep the eSIM and visible error in place. We review device compatibility, lock status and fulfillment state; a confirmed product fault qualifies for an appropriate remedy.

• The eSIM installs but cannot connect at the supported destination

  Review required

  We first check line, roaming, APN, network and coverage conditions. A confirmed product or materially inaccurate coverage fault may qualify for a refund or replacement.

• Wrong destination, wrong plan or change of mind

  Normally not eligible after delivery

  After digital delivery begins, these requests are normally not eligible unless the order can still be cancelled or applicable law provides a withdrawal or other right.

• The device is incompatible or carrier-locked

  Normally not eligible after delivery

  This is normally not eligible after delivery when compatibility information was accurate. We review cases where our product information was materially wrong or law requires a remedy.

• The plan was unused because the trip changed

  Normally not eligible after delivery

  Non-use or a cancelled trip normally does not create a refund after delivery, subject to any mandatory withdrawal or consumer right that applies.

• Duplicate charge or confirmed billing error

  Refund or replacement

  A verified duplicate or incorrect charge is corrected through the original payment method. Do not open a second order while the first is still processing.

Use order lookup or contact support with the order number, checkout email, phone model, location and the exact on-screen error. Do not send a password, full card number, QR code or activation credential.

An approved refund is submitted to the original payment method where possible. The time for funds to appear depends on the payment provider, bank and payment rail.

Some jurisdictions provide a cooling-off or withdrawal right for online purchases. That right may change once immediate digital performance begins with the customer’s express request and acknowledgement. Checkout consent and the law that applies to the customer determine the result.

Check device compatibility, carrier-lock status, destination, validity and activation rule before payment. These checks reduce avoidable cases but do not remove statutory rights or remedies for inaccurate information.