Refund Policy

This policy explains how we apply the rights you already have under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It does not replace them, and nothing here takes away a right the law gives you.

If you have ordered but we have not yet issued your eSIM, you can cancel within 14 days for a full refund — just contact us or open a ticket.

Because eSIMs are digital content delivered immediately, at checkout you consent to immediate delivery and acknowledge that you lose the 14-day cancellation right once we issue the eSIM. After that point, refunds are handled under section 3 rather than as a cancellation.

The eSIM we supply must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to a repair or replacement, and to a full or partial refund where a replacement is not possible or does not fix the problem within a reasonable time.

So if your eSIM cannot be installed, does not connect in a country the plan lists, or delivers materially less than the data or validity you paid for, contact us. We will normally replace it, and refund you where we cannot.

Please contact us as soon as you notice the problem and, if you can, while you are still travelling — network-side diagnostics are far easier to obtain at the time.

Where the eSIM was installed and worked as described, but you changed your travel plans or did not use the data.

Where your device is locked to a network or does not support eSIM, which our compatibility page asks you to check before buying.

Where the plan was used outside its listed countries, or you had data roaming switched off on the eSIM line.

Where the only problem was slow speed or patchy coverage on the local operator's network in a place it does cover — that is outside our control, though we will still look into it with our supplier.

Open the relevant order in your account and create a support ticket describing the problem, including your device model and where you were trying to connect. We aim to respond within two business days.

If we agree a refund, we will make it within 14 days of accepting your claim, to the payment method you originally used. We will not charge you a fee for a refund.

Your bank or card issuer decides how quickly the money then appears on your statement, which is usually a few working days.