1. Service Level Commitment
We aim for 99.9% platform availability for browsing, purchasing and eSIM delivery. Network coverage and speeds at your destination are provided by local carriers and are outside our direct control.
2. Refund Eligibility
A refund may be issued if an eSIM fails to activate due to a technical fault on our side and our support team is unable to resolve it. Requests must be made within 30 days of purchase.
3. Non-Refundable Cases
Refunds are not available for plans that have been activated or partially used, plans purchased for incompatible or carrier-locked devices, or issues caused by disabling roaming or incorrect installation.
4. How to Request a Refund
Contact the Help Center with your order number and a description of the issue. Approved refunds are returned to the original payment method within 5–10 business days.
5. Support First
Most activation issues are resolved quickly. We encourage you to reach out to support before requesting a refund so we can get you connected.
