Return and Refund Policy
Please read the following refund policy carefully before purchasing to protect your rights.
Important Notice
eSIMs are digital products; once the QR Code is sent, the product is considered delivered. According to the proviso of Article 19, Paragraph 1 of the Consumer Protection Act, digital content provided via non-tangible media with the consumer's prior consent is not subject to the seven-day cooling-off period (inspection period).
1 Non-refundable Situations
Refunds or exchanges are not accepted in the following cases:
- Once the QR Code has been sent to your email, refunds will not be accepted regardless of whether it has been scanned or installed.
- Device does not support eSIM functionality (e.g., phones from mainland China, carrier-locked devices, etc.). Please confirm device compatibility before purchasing.
- Self-deletion of the eSIM after installation. The QR Code is for one-time use and cannot be recovered once deleted; a new purchase will be required.
- Inability to use due to improper operation (e.g., failure to enable data Roaming, failure to disable Airplane Mode, incorrect APN settings, etc.).
- Personal reasons (e.g., change of mind, ending the trip early, no longer needed, etc.).
- Poor reception in remote or mountainous areas due to insufficient base station coverage. This is an issue with local telecommunications infrastructure, not a product defect, and is not eligible for a refund.
- Speed reduction due to Fair Usage Policy (FUP) (e.g., high data usage such as massive downloads or video streaming) is not a valid reason for a refund.
- Auto Top-Up Plans: For plans with auto top-up enabled, the system will automatically recharge when data is depleted. Once the top-up is completed, the service is considered activated and is non-refundable.
2 Refundable Situations
Refund eligibility is determined by "whether the QR Code has been sent". The dispatch timing depends on the delivery option you chose at purchase:
① Receive immediately
QR Code is sent immediately after successful payment.
② Receive on a chosen date
Scheduled to be sent on the date you choose.
③ Don’t send yet — request when needed
Sent only after you click on the order detail page.
- QR Code not yet sent: if you chose “Receive on a chosen date (scheduled)” or “Don’t send yet — request when needed”, you may request a full refund before the QR Code is actually sent.
- Immediate delivery not received in time: if you chose “Receive immediately” and still have not received the QR Code after 24 full hours from payment (with a correct email address and after checking spam), you may request a full refund.
- Product Defect: If customer service confirms the product itself is faulty (non-human factors), and the issue was reported "on-site during the trip" but remains unusable after troubleshooting cooperation, a full refund or a refund based on the unused portion will be provided.
- Duplicate Purchase: If system errors result in duplicate charges or orders, the extra amount will be refunded after verification.
Core principle: Once the QR Code has been sent via email (whether or not you have scanned and installed it), the product is deemed delivered and refunds will not be accepted.
Orders with multiple eSIMs: When multiple eSIMs are purchased in the same order, refunds are assessed on a per-eSIM basis: eSIMs whose QR Codes have been sent are non-refundable; eSIMs whose QR Codes have not yet been sent can be refunded under this policy, with the refund amount calculated based on each eSIM's share of the original order's paid amount and processed as an electronic invoice allowance.
Direct refunds in support chat: Direct refunds in support chat apply only in limited cases where the entire order has not started eSIM provisioning, no QR Code/LPA can be obtained from email, the order page, or the app, and the accounting records can be handled safely. Orders set to ‘Receive on a specified date’ or ‘Do not send yet; retrieve when needed’ can be confirmed before delivery. ‘Receive immediately’ orders must remain undelivered for 24 hours after payment. After identity verification and selecting ‘Request refund’ followed by ‘Confirm refund’, the system processes it immediately: cash is returned to the original payment method, used store credit is restored, and the original invoice is voided when applicable. A notification email is sent after the refund service clearly completes. Cases involving started provisioning, delivered items, partial refunds, or disputes remain subject to review by a human support agent.
3 Obligation for Immediate Reporting
If you encounter network connection issues while abroad, please contact our customer service team immediately while at your "travel destination" for technical troubleshooting. We will handle your request as soon as possible.
⚠️ If the problem is not reported immediately while on-site, and a refund request is made afterward (including after returning home), it cannot be accepted as the window for technical troubleshooting has passed.
4 Refund Methods and Processing Time
- Refunds will be issued via the original payment method (credit card, mobile payment, etc.).
- Refund processing time is generally 7-14 working days, depending on the processing schedule of individual financial institutions.
- The refund amount is limited to the actual amount paid and does not include indirect losses due to travel impact, emotional distress, or other additional compensation.
5 Contact Support
Orders that meet the direct-refund criteria can be confirmed in the support chat; for other refund requests or questions, please contact us via:
Last Updated: July 16, 2026