Refunds & Cancellations

• We could not issue your eSIM. If payment succeeded but no eSIM was delivered, you are refunded in full, without needing to ask. This is the most common case and we treat it as our failure, not a request.
• You were charged twice for the same order. Duplicate charges are refunded in full.

If you have not yet scanned the QR code or entered the activation details on any device, you can cancel within 30 days of purchase. We refund the amount you paid minus a refund charge of 2.3%: the payment processing fee our payment partner keeps when a payment is refunded.

The charge applies only when you choose to cancel. If we could not issue your eSIM or charged you twice, you are refunded in full, with nothing kept. Orders placed before 29 September 2026 are refunded in full.

• The eSIM has been installed. Once a profile is downloaded to a device it is consumed and cannot be reissued or resold. This is a technical limit of the eSIM standard, not a commercial choice.
• The plan has started. Validity begins when the eSIM first connects to a network at your destination. Once data has been used, the plan cannot be returned.
• The eSIM was installed but your phone can't use it, for example because it is locked to a network. When you pay, you confirm your phone supports eSIM and isn't locked to a network: checkout says this right above the Pay button, and we keep that confirmation with your order. Once an eSIM is installed it cannot be reissued, so it cannot be refunded. If your phone doesn't support eSIM and the eSIM was never installed, it is covered by Cancelling an eSIM you have not installed: ask within 30 days for a refund, less the 2.3% refund charge.
• Coverage or speed did not meet expectations. We resell capacity on local partner networks and cannot guarantee coverage, speed or availability in any specific location. Where a network fault is confirmed by the operator, we will consider a partial refund case by case.
• The plan expired unused. Validity runs from first connection, not purchase.

Email [email protected] with your order reference (it looks like EK-XXXXXX, or TK- on older orders) and what went wrong. We aim to respond within one business day.

• We approve or decline within 3 business days of your request.
• Approved refunds are issued to the original payment method within 5–7 business days.
• Your bank or card issuer may take a further 3–5 business days to post it. That part is outside our control.

Refunds always return to the method you paid with. We cannot redirect a refund to a different card, account or payment method.

A refund reverses the tax invoice for the order, in full or, where a refund charge is kept, in part. We issue a credit note for the amount refunded, and the GST included in it comes back with the rest of that amount.

Closing the payment window before it completes cancels the order and nothing is charged. If you see a pending amount that does not become a completed order, it is a temporary authorisation that your bank will release, typically within 5–7 business days.