eSIM never installed
100% refund · 180 daysYou bought the plan but never scanned the QR or used the activation link. Full refund, automatic. Money back to your card in 5–10 business days.
Refund Policy.
Honest, tiered, no surprises.
We won't bury conditions in fine print. Here's exactly when you get money back, when you get credit, and when you don't — and why.
Last updated: 2026-05-16
tl;dr
- ✓ 180 days to refund if you never installed the eSIM
- ✓ 30 days to refund if installed but never activated
- ✓ No admin fee. Unlike some, we don't charge for processing
- ✓ Tech failure? Full refund + $5 credit, verified case
- ~ Activated eSIM: credit-only, not cash (we explain why below)
- ✗ Expired plans and >30% data used are not refundable
when you get what
Five scenarios. Five clear outcomes.
Installed but never activated
100% refund · 30 dayseSIM installed on your device but never connected to a network. Full refund after we verify zero usage.
Activated with under 5% data used
Credit only · 30 daysCash refund not available after activation. We issue Simsimsim credit equal to 100% of the plan price — valid for 12 months on any country or regional plan.
Tech failure or no coverage
100% refund + $5 crediteSIM didn't connect, install loop, or profile crash. Full refund plus $5 credit. No questions, no fee.
Active with significant usage, or expired
Not refundableMore than 30% data used, or plan expired. Not refundable. Goodwill credit possible case-by-case.
how to request
Four steps. About one minute on your side.
STEP 2
Share details
Order ID, ICCID of the eSIM, country, reason. Screenshots if it didn't connect.
STEP 3
We verify
We check the eSIM status in our system and respond within 1–2 business days.
STEP 4
Get your money
Cash refund: 5–10 business days back to your card via Stripe. Simsimsim credit: instant.
how we compare
vs. the top travel-eSIM brands.
All policies as of May 2026. Sourced from each provider's public refund policy or terms of service.
| Simsimsim | Holafly | Airalo | Saily | Nomad | |
|---|---|---|---|---|---|
| Window if not activated | 180 days | 180 days | 14–30 days | 30 days | 30 days |
| Admin fee on refund | ✓ None | $3.50 | None | None | None |
| Activated plan, low usage | Credit 100% | Partial (with fee) | Unused portion only | Discretion | Partial unused |
| Tech failure | Refund + $5 bonus | Refund | Refund | Refund | Refund |
| Public refund-policy page | ✓ Yes | ✓ Yes | ✓ Yes | ✓ Yes | ✓ Yes |
| Response SLA | 1–2 business days | 5–10 days | 5–14 days | 5 days | 2–5 days |
| Credit option (not cash) | ✓ Yes (12 mo) | ✗ | ✗ | ✗ | ✓ Nomad Points |
Source citations: Holafly Refund Policy · Airalo Terms of Use · Saily Help Center · Nomad eSIM Help Center. Last verified 2026-05-16. Where providers' policies allow discretion, we list the published baseline.
exceptions
Not refundable.
Expired plans
Past validity window. No refund.
Heavy usage (>30%)
More than 30% data used. No cash refund. Credit case-by-case.
Requests after 180 days
Window closed. No refund.
Wrong device or country
Before activation — full refund. After — credit only.
Repeated requests
Multiple refunds from the same account trigger manual review.
Chargebacks before contact
Open a chargeback without emailing us first → account suspended.
consumer rights
EU / UK customers
EU Consumer Rights Directive grants 14-day withdrawal for digital goods. By activating your eSIM you waive this right for activated profiles. Unactivated profiles remain refundable for 180 days.