eSIM Today01When you can get a refund
We will issue a full refund when the QR code we delivered has never been installed on any device. Once the QR code has been scanned and the eSIM profile installed on a device, the plan is considered consumed and is not refundable. This is because eSIM profiles are bound to the device on first install and the underlying mobile data allocation begins to be reserved against your account from that moment.
02Faulty or undeliverable eSIMs
If we are unable to provision your eSIM, or the delivered profile cannot be activated because of a fault on our side or on our network partner's side, we will either replace the eSIM at no extra charge or issue a full refund at your option. This covers, for example: a profile that fails to install, a profile that installs but cannot connect on the destination network, and provisioning errors reported by our system.
03Cancellation rights and immediate delivery
Under UK consumer protection law (the Consumer Contracts Regulations 2013, reg. 37) you ordinarily have 14 days to cancel a consumer purchase. For digital products that are delivered immediately, you can waive that right at checkout. When you complete a purchase on this site you confirm that the eSIM is a digital product delivered immediately upon payment and you agree to waive your 14-day cancellation right. This is required to allow us to send the eSIM to you straight away. The refund eligibility above (uninstalled QR code, or fault on our side) still applies regardless.
04How to request a refund
Email [email protected] with the following: • Your order reference • Whether the QR code has already been scanned or installed • A short description of the problem (if any) We aim to respond on the same working day. Approved refunds are returned to the original payment method within five to ten working days, depending on your bank or card issuer.