Refund and Returns Policy

Last updated: 10 September 2026

1. What we sell

We sell eSIM data passes — digital products delivered electronically. We do
not sell physical goods, and we do not process payments for stays or tours (those are arranged
directly with the host or guide, who sets their own policy).

2. eSIM products — your right to cancel

As a consumer you normally have 14 days to cancel an online purchase. For digital content
delivered immediately, that right is lost once delivery has begun — but only if you gave
express consent to immediate delivery and acknowledged that you would lose the right to
cancel.

We ask for exactly that consent at checkout and record it against your order. If you do not
give it, the order will not proceed. This means:

• Once your eSIM QR code and activation details have been issued to you, the purchase is
  final and non-refundable, except in the circumstances in section 3.
• A change of mind, a change of travel plans, or finding the product cheaper elsewhere are not
  grounds for a refund once the eSIM has been issued.
• If you have not yet been issued an eSIM, contact us and we will cancel and refund in full.

3. When you are entitled to a full refund

• Never delivered — you did not receive your QR code or activation details.
• Faulty or not as described — the eSIM does not activate, or does not provide
  the data allowance, validity period or coverage described on the product page.
• Not compatible — your device was listed as compatible on the product page but
  the eSIM does not work in it.
• Duplicate or incorrect charge.
• Network failure at the destination — if the eSIM cannot connect on a network
  we stated it would cover, and our carrier partner cannot resolve it.

In each case, contact us with your order number and a short description. We may ask you to send
a screenshot of the error or confirm your device model. Where a refund is due, we refund to your
original payment method.

We may be able to resolve a problem without a refund — for example by
reissuing the eSIM or supplying a replacement pass. We will always offer that first, but the
choice is yours.

4. How to request a refund

1. Email [email protected] with your order number.
2. Tell us what went wrong, and include a screenshot if you can.
3. We will respond within 2 working days and resolve it within 14 days.

5. Refund timing

Approved refunds are issued to your original payment method. Your bank or card issuer may take
a further 5–10 working days to show the credit.

6. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. If you are a UK consumer,
you also have rights under the Consumer Rights Act 2015 in relation to digital content that is
faulty or not as described. If you are in the EU or EEA, equivalent national rules apply,
including the right to withdraw within 14 days where you have not consented to immediate delivery.

7. Complaints

If you are unhappy with how we have handled a refund, contact us at [email protected] and we will
look at it again. You may also refer the matter to the relevant consumer body in your country of
residence.

8. Contact

[LEGAL ENTITY NAME]
[REGISTERED OR TRADING ADDRESS]
Email: [email protected]