Refund Policy

1. Digital products and the right of withdrawal

eSIM plans are digital products that are delivered to you immediately after purchase. Under EU consumer law, consumers normally have 14 days to withdraw from a distance contract. This right does not apply to digital content or services once performance has begun with your prior express consent and your acknowledgement that you lose the right of withdrawal.

By placing an order for an eSIM, you ask us to start delivery immediately and you acknowledge that you lose your right of withdrawal once the eSIM (including its QR code or activation details) has been made available to you.

2. When you are entitled to a refund

• The eSIM cannot be installed or used because of a technical fault on our side or our supplier's side, and we cannot fix it after troubleshooting.
• You were charged more than once for the same order.
• Your order could not be delivered or was cancelled by us.
• You cancel before the eSIM has been delivered or made available to you.

3. When a refund is not available

• You changed your mind after the eSIM was delivered.
• Your device does not support eSIM or is network-locked, where this was stated before purchase.
• The plan was installed or activated and then removed, or you did not use all of the data or validity.
• You bought the wrong plan or destination and the eSIM has already been delivered.
• Reduced speed or coverage caused by local network conditions outside our control.

4. Other services

If we offer hotels, buses, trains or car rentals, cancellation and refund conditions for those services are shown before you book and may depend on the supplier. Those conditions apply in addition to this policy.

5. How to request a refund

Contact us at [email protected] as soon as you notice the problem. Please include:

• your order number and the email used for the purchase;
• your device model and operating system;
• a short description of the problem and screenshots, if possible.

We may ask you to follow troubleshooting steps before approving a refund. Each request is reviewed individually.

6. How refunds are paid

Approved refunds are returned to the original payment method. The time it takes for the money to appear depends on your bank or payment provider.

7. Your statutory rights

This policy does not affect your statutory rights, including any rights under consumer law if a product is faulty or not as described.