Refund & Guarantee
Last updated: August 6, 2026
Our peace-of-mind guarantee is included with every eSIM as standard — no extra steps, buy with confidence.
Money-back guarantee (included with every eSIM)
| Refund | QR re-show |
|---|---|
| Up to 100% of the eSIM price | 1 month in your account |
The refund amount is "eSIM price × the refund rate," based on usage: barely used (including never connected) = up to 100%, partly used = 50%, mostly used up = not eligible. For plans where usage can't be measured (e.g. unlimited), we judge by install/connection status. The guarantee is included in the price — nothing extra to pay.
Eligibility
- Available on every eSIM purchase (device or local-network issues are covered when the device was supported and set up correctly).
- Claim within the guarantee's validity period (set at purchase).
- Intended for cases where the eSIM didn't work on a supported, unlocked device set up correctly.
- Fraudulent, duplicate, or resale-oriented claims may be declined (a per-customer limit applies).
How to claim (automatic — usually instant)
- Sign in to your account and claim from the relevant order.
- Our system checks your usage automatically. If no data was used (including never connected), your claim is approved automatically and the refund starts immediately — no emails, no waiting.
- Only claims that can't be judged automatically (e.g. partial use) are reviewed by a human, and we reply by email.
EU & UK consumers — right of withdrawal
Our eSIM is digital content delivered immediately after payment. At checkout you expressly request immediate delivery and acknowledge that, once the eSIM is issued, the 14-day right of withdrawal no longer applies (Art. 16(m) of Directive 2011/83/EU and the equivalent UK rule). This does not affect your rights under the money-back guarantee above, your rights in case of defective performance, or any other statutory rights that cannot be waived. If your order has not been issued yet, you may cancel for a full refund.
How refunds are issued
- Once approved, we refund to your original payment method (via Stripe).
- It may take a few business days to a few weeks to appear, depending on your card issuer.
- If we can't issue your eSIM for a system reason, we refund in full regardless of tier.
Travel AI Rescue (AI service) — cancellation & refund
Travel AI Rescue has its own cancellation and refund conditions, separate from the eSIM. When purchased together with an eSIM, each is handled separately.
- Before use — unused: if you have not used any AI reply, pre-trip feature or emergency allowance, you may request cancellation (up to the start of the usage period).
- After the usage period starts / after using a feature: no refund is made for reasons attributable to you.
- Main features unusable for most of the period due to our fault: we check your usage and refund all or part.
- Top-up uses you purchased: for the treatment of purchased-but-unused top-ups, please contact us.
- Where an eSIM is refunded under the guarantee or because of an issue-failure: the Travel AI Rescue fee is not refunded, and the AI service remains available until the end of its usage period.
- Whole-order cancellation / chargeback: where abuse is confirmed, the AI usage right may be revoked.
We make changes to this policy only within a reasonable scope, and where a change would significantly affect you, we give prior notice as needed. For individual circumstances, please contact us. For business details, see our business disclosure. Related: Travel AI Rescue Terms of Use.