Refunds & Cancellations

When we refund in full

• 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.
• The eSIM has not been installed. If you have not yet scanned the QR code or entered the activation details on any device, cancel within 30 days of purchase for a full refund.
• You were charged twice for the same order. Duplicate charges are refunded in full.

When we cannot refund

• 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.
• Your device is incompatible or locked. Every plan page states that an eSIM-capable, network-unlocked device is required, and explains the *#06# check. Please confirm before buying.
• 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.

How to request one

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

How long it takes

• 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.

Cancelling before payment

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.