Refund policy

When you get a refund

• If the eSIM was never installed on your device, or it was installed but never activated (never connected to the destination network). No time limit from the purchase date.
• If the eSIM activated but you never used the data: we refund the amount you did not consume.
• If the plan you bought is no longer available from the provider or cannot be delivered.

When you do not

• Once the eSIM activated and the data was consumed: the service was already delivered by the provider. If part of it was used, we only refund what you did not use.
• When the eSIM was installed on a different device than intended and already activated.
• When the issue is local carrier coverage in a specific area (documented in writing, reviewed case by case).
• When the eSIM never activated but the plan already expired and the provider closed it: in that case we only refund what was not consumed.

How to request it

Message us on WhatsApp or email with your order number and a short description. No forms: with those two things we review and reply within 24 hours.

How long the money takes

Once approved, the refund goes to the same card you paid with. Banks usually show it in 5 to 10 business days; that timing is the bank’s, not ours. If you paid with an async method (for example OXXO), we refund by transfer.

Charges and disputes

Before opening a dispute with your bank, message us: we resolve through support, which is faster for both sides. If your case does not meet the conditions above, we will explain why with the activation evidence.