Yes, where a plan genuinely failed to work and support could not fix it — no, where it worked as sold and simply was not used. Contact support first, because that is a condition of every request
An eSIM is delivered in seconds and can be used immediately, which is why the rules differ from a physical product. The Refund Policy is the full text; this is the short version.
Usually Eligible
- A technical fault that stopped the plan working and could not be resolved
- A plan that was never delivered, or delivered incorrectly
- A duplicate charge, or a billing error
- A payment you did not authorise
Usually Not Eligible
- A plan that activated and worked normally
- Data left unused, or a trip that ended early
- A device that cannot take an eSIM, or is locked to an operator
- The wrong destination or the wrong size chosen at checkout
- Local network congestion or patchy coverage, which no operator guarantees
- Declining to work through troubleshooting with support
Support first, always. Most reported failures are a setting rather than a fault and take a few minutes to correct. Working through it with us is what makes a request eligible if it turns out to be genuine.
How a Request Works
- Contact support with the order number and what happened
- Work through the checks — they are short, and they identify the cause
- If the fault is real, we agree a remedy: a replacement plan, tDC credit, or a refund
- Refunds go back to the original payment method and take a few working days to appear
Compensation is normally offered as tDC credit, which is immediate and spends like money on the site. A refund to the card is made where the law requires it or where credit is not a fair answer. Requests must reach us within 30 days of the problem occurring.
Two minutes of checking before you buy removes most of the "not eligible" list: confirm the phone takes an eSIM, confirm it is unlocked, and confirm your destination is on the plan's country list
