Refunds and cancellations

eSIMs are digital and, once activated, can't be recalled or transferred. So our refund rules reflect that:

Unactivated eSIM, within 30 days of purchase: full refund, no questions.
Activated eSIM that fails to work due to a defect on our or our provider's side: refund (full or partial, depending on usage).
Activated eSIM that worked as described: not refundable.
Buyer's remorse after activation: not refundable.

The full policy with all the edge cases is at /legal/refunds.

How to request a refund

Your order reference (the pi_… identifier on your receipt).
A short description of the issue.
If applicable, the activation status of the eSIM and any error messages you saw.

For activation problems, we'll usually try to diagnose first — most "won't work" cases turn out to be device-locked SIMs or APN settings we can walk you through. If we can't fix it, we refund.

Timeline

Approved refunds go back to your original payment method via Stripe. Stripe typically takes 5–10 business days to return funds to your bank or card, depending on your bank's policy.

We email you when the refund is initiated.

Chargebacks

Please contact us before raising a chargeback. We respond to all support emails within 2 business days (usually faster) and would much rather refund directly than fight a chargeback.

If you raise one for an order we believe is valid, we may dispute it — but in most cases we'd rather just give you a refund if you tell us what went wrong.