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Refunds, plainly

Version of October 2, 2026. This summarises §§ 8–11 of the Terms; where they differ, the Terms prevail.

The eSIM is not installed yet

You get the whole amount back. For 180 days after purchase, with no reason needed — your plans changed, your phone has no eSIM, anything.

  1. 1.
    Open your account and, at the purchase, choose "Request a refund".
  2. 2.
    Pick the reason "The eSIM is not installed and I no longer need it".
  3. 3.
    We check with the supplier that the eSIM has not been installed. Every request is decided by a person; you will see the decision under "Refunds" within 14 days.
  4. 4.
    The money goes back the way you paid, within 14 days of the decision. Banks usually show a refund within 5–10 working days.

After a refund, do not install that eSIM.

You paid, but the eSIM never came

The eSIM usually appears within a few minutes of paying. If we have not delivered it within 60 minutes, we cancel the order and refund the whole amount — you do not need to ask. Your account will then say "Could not be delivered — refund on its way". While an order is being checked, the payment page says so and your account shows "Paid — being checked"; the 60 minutes apply then too.

The eSIM is installed but the internet does not work

First check that data is going through the eSIM and that data roaming is on for it; turn airplane mode on and off. Still nothing? In your account, at that eSIM, choose "Request a refund" with the reason "The eSIM is installed but the internet does not work", or "Write to support" and tell us what is happening. This is a complaint: we answer within 14 days. If it cannot be fixed, we refund you.

The plan is not what was described

Choose "Request a refund" with the reason "The plan is not what was described". This is a complaint too — we answer within 14 days.

The eSIM is installed and working

Then the full-refund guarantee no longer applies: the network resource has been issued and cannot be returned. Unused data expires when the plan ends. Within 14 days of buying you may still withdraw from the contract — we then refund the price less the part of the service provided up to the withdrawal (§ 10 of the Terms).

When the money cannot go back the same way

If a refund could not be sent the first time, we try again automatically — you do not need to do anything. Sometimes a bank will not accept a refund (for example, the card has been closed). "Refunds" will then say "Needs another payout method" — write to support and we will agree one, at no cost to you.

What there is not

  • No automatic renewal and no further charges — every plan is a one-off purchase.
  • No top-ups — if you need more data, buy another plan.

Contact

Support in your account, or email [email protected].