What We Refund, and What We Cannot
An eSIM Reaches You Within Seconds of Paying, and a QR Code Cannot Be Handed Back once You Have It — so a Plan That Works Stays Yours. If One Fails, You Get Your Money Back in Full: Never Delivered, Never Connected, or Charged in Error. Support Looks at It First, because Most Faults Turn Out to Be a Setting Rather than a Fault
Nearly Everything People Write to Us About Is One of These Two Situations. Read the One That Sounds Like Yours — the Card Takes You Straight to the Chapter That Answers It
Fifteen Situations, and What Happens in Each
Five Steps, and the Last One Has a Deadline on Us
The Same Way It Came In
We Cannot Send a Refund to a Different Card or Account than the One That Paid
A Refund Is Returned in the Currency of the Payment, for the Amount Paid. If Your Bank Converted the Payment, It May Convert the Refund at a Different Rate; That Difference Is Set by the Bank, Not by Us. Chapter 19
1. Scope and Digital Goods
This Refund Policy applies to all purchases made on travelData.shop and in our mobile applications: eSIM plans, top-ups, gift cards, travelData Coins (tDC) and any other digital product we sell. It forms part of our Terms & Conditions and uses the same definitions.
An eSIM plan is digital content and a digital service. It is delivered the moment the profile and its QR code reach you, which chapter 2 explains in full. Activation is a step you take afterwards, and it is not what decides whether a refund is due.
Where this policy gives you less than the mandatory consumer law of your country of residence, that law applies instead. Nothing here limits your statutory rights.
2. Delivery, and Why a Delivered Plan Is Final
An eSIM plan is digital content, not a physical product. Delivery is complete when the eSIM profile and its QR code reach your account and your eMail, which happens within seconds of payment. At that point you hold everything the plan consists of.
By ticking "I agree to the Terms and Privacy Policy" at checkout and completing the purchase, you expressly request that we begin delivering the plan immediately, and you acknowledge that once it has been delivered you lose any right of withdrawal or cooling-off period that would otherwise apply. A QR code cannot be taken back once it is in your hands: we have no way to know whether it has been copied, forwarded or installed, so a refund on a delivered plan would mean returning the money and leaving the plan with you.
This is why the cooling-off period that applies to physical goods bought online does not apply here, and why no 14-day return window is offered on a delivered eSIM plan.
None of this touches the chapters that follow. A plan we never delivered, a plan that does not work as described, a duplicate charge and a purchase you did not make are all refunded, and no rule in this chapter limits a right your national consumer law gives you.
3. When a Plan Does Not Work
A refund is available where the plan does not conform to its description: it does not connect at all in a covered destination on a compatible device, it stops working through no fault of yours, or it was not what the plan page said it was. This applies whether or not you have activated it.
We first try to repair the fault or replace the eSIM (chapter 4). Where repair or replacement is not possible or does not solve the problem within a reasonable time, you are entitled to a refund proportionate to the part of the service you could not use, or a full refund if the plan never worked.
A plan that connects and delivers data as described is not refundable, regardless of how much of it you used or whether you used it at all.
You may always ask, whatever the reason. Where a plan has not been activated and we are able to cancel it at the network so that it can no longer be used, we may agree to a refund or an exchange as a gesture rather than as an entitlement. Whether that is possible depends on the plan, and the answer may be no.
4. Support and Troubleshooting First
Every refund request starts with support. Use the contact form or the support channel in your account. Include the order number, the ICCID, your device model and a screenshot of the error where there is one.
For a connection problem we will ask you to carry out the standard troubleshooting steps: confirm the plan is activated, enable data roaming for the eSIM, select the network manually, restart the device. Most connection problems are solved at this stage.
You are not required to keep troubleshooting indefinitely. Where the steps in 4.2 have been completed and the plan still does not connect, we move to the remedies in chapter 5.
5. Remedies — Refund, Replacement, Credit
Where a refund is due, it is paid to the payment method used for the purchase (chapter 19). This is the default remedy and you do not need to ask for it specifically.
Where the problem is technical, we may offer a replacement eSIM or plan of the same value first. You may decline a replacement and take the refund instead.
We may also offer the amount as travelData Coins (tDC), credited to your account within 3 business days and usable on any plan. Coins are offered only as an option; we never substitute them for a refund you are entitled to without your express agreement. Coins accepted in place of a refund cannot later be converted back to money.
6. Partially Used Plans
Data left unused when the validity period ends, and validity left unused when you return home early, are not refunded. The plan was delivered as described.
Where a plan worked for part of its validity and then failed through no fault of yours, and we could not restore it, the refund is proportionate to the validity days lost, based on the price paid.
7. Orders We Fail to Deliver
If, after payment, no eSIM appears in your account and no installation details reach your eMail within 60 minutes, first check the spam folder and your account. If it is still missing, tell us through the contact form; we either deliver the eSIM or refund the order in full, at your choice.
Where we cancel an order ourselves — because a plan is withdrawn, a destination becomes unavailable or a price was displayed in error — we refund the full amount without you having to ask for it, and tell you why.
8. Purchases Containing More Than One eSIM
Each eSIM in an order is assessed on its own. Where one eSIM in an order failed and the others worked, only the one that failed is refunded.
Where a bundle discount applied to the order, the refund for an individual eSIM is its share of the price actually paid, not its list price.
9. Situations Not Covered
A delivered plan is not refunded where the reason is one of the following, whether or not it has been activated. You may still ask — clause 3.4 says when we can help — but none of these is a case where a refund is due:
- the device is locked to a carrier or does not support eSIM — compatibility is checked before purchase and is your responsibility;
- data roaming was not enabled, the eSIM was not selected for mobile data, or the plan was activated in a destination it does not cover;
- the eSIM profile was deleted from the device before the plan was used up — a deleted profile cannot be reinstalled;
- speed, coverage or network quality in a location where the plan does connect;
- the wrong destination, region or plan size was chosen at checkout;
- travel plans changed, the trip was shortened or cancelled;
- identity registration required by the destination was not completed (the plan page states where this applies);
- the plan was used in breach of the Terms & Conditions or the fair use policy stated on the plan.
10. Coins, Gift Cards, Vouchers and Discounts
travelData Coins (tDC), gift card balances and vouchers are not money. They are not paid out in cash, except where mandatory law requires it.
Where a refunded purchase was paid partly with Coins or a gift card and partly with money, each part goes back where it came from: Coins to your Coins balance, gift card value to the gift card, money to the original payment method.
A discount code used on a refunded order is not reissued unless it was still valid on the day of the refund. Promotional Coins granted on a purchase are withdrawn when that purchase is refunded.
A gift card is not refundable. It is prepaid value and it is delivered the moment the code reaches the person it was bought for — the same rule as a plan, for the same reason: we cannot know whether the code has been copied or forwarded, so taking the money back would leave the value in circulation. Buy the amount you mean to give. Where a gift card has not been redeemed and has not been delivered to anyone, tell us and we will look at it, but that is a gesture rather than an entitlement.
11. Auto-Renewal and Free Trial Conversion
Auto-renewal is off by default and is only charged where you switched it on. Where a renewal is charged after you turned it off, or after the date we told you it would stop, that is a billing error under chapter 16 and it is refunded in full.
Where a free trial converts to a paid plan, we tell you the plan, the price and the date on the offer itself and remind you by eMail before the charge. Cancel the trial before that date and nothing is charged; a charge taken after you cancelled is a billing error under chapter 16.
Turning auto-renewal off stops future charges but does not refund a renewal that has already been activated.
12. Top-Ups
A top-up is added to an active plan and is delivered the moment it is applied. It is therefore refundable only where it was never applied to the plan or where the underlying plan fails under chapter 3.
A top-up bought for a plan that has already expired cannot be applied; it is refunded in full when you tell us.
13. Purchases Through Partners, Resellers and App Stores
13.1. Partners and Resellers
Where you bought a travelData eSIM from an airline, travel agency, hotel or other reseller, the purchase contract is with them and their refund terms apply. We support their request with the technical record but cannot refund money we did not receive.
Where a partner link brought you to travelData.shop and you paid us directly, this policy applies in full.
13.2. Apple App Store
A plan bought as an in-app purchase in our iOS app is billed by Apple. Refunds are decided and paid by Apple under its media services terms. Request one at reportaproblem.apple.com; we have no way to issue it ourselves.
Where Apple asks for confirmation of a technical fault, ask us through the contact form and we will provide it.
13.3. Google Play
A plan bought as an in-app purchase in our Android app is billed by Google. Refunds follow the Google Play refund policy and are requested from your Google Play order history. As with Apple, we cannot issue the refund ourselves but will confirm a technical fault on request.
14. Business and Bulk Orders
Orders placed by a business, or under a business or bulk agreement, are governed by that agreement. Where the agreement is silent, this policy applies in full, except that a right this policy states as a consumer right is a consumer right and does not extend to businesses.
Undelivered eSIMs from a bulk order — allocated to the account but never issued to an end user — are refundable at their share of the price paid for 12 months from purchase, unless the agreement states otherwise.
Deadlines, errors, fraud checks and evidence. Open the one you need; each stays quotable by number.
A request about a plan that failed must reach us within 30 days of the end of the plan’s validity, or, where the plan was never activated and so never ran, within 30 days of the purchase. A request about a billing error must reach us within 90 days of the charge.
We confirm receipt in writing and decide within 30 days of receiving a complete request. Where we need something from you to investigate, the 30 days run from the day we receive it.
A duplicate charge, a charge in the wrong amount, a charge after a cancelled order or any other error on our side is corrected in full to the original payment method as soon as it is confirmed, without troubleshooting and regardless of activation. Send the order number and the transaction reference from your statement.
Before paying a refund we may ask you to confirm your identity or ownership of the payment method, in particular for large amounts, repeated requests or requests from a new account. We ask only for what is needed and delete it when the case closes.
We refuse refunds where the record shows the plan was used and the request is a repeat pattern, where a promotion was abused, or where a chargeback has already been raised for the same charge. Accounts used for such patterns may be closed under the Terms & Conditions.
An approved refund is processed within 30 business days of approval and is paid to the payment method used for the purchase. We deduct nothing from it — there is no handling or administrative fee. We cannot pay to a different card or account, and how quickly it shows on your statement depends on your bank or payment provider.
A refund is issued in the currency of the payment, for the amount paid. Where your bank or card issuer converted the payment, it may convert the refund at the rate of the day; any difference results from the bank’s rates and fees and is not something we can compensate.
Where the law entitles you to money back, you get money back — we cannot substitute travelData Coins (tDC) for it and we will never make tDC a condition of settling a case. You may choose tDC instead, and the reason people do is speed: it is credited within 3 business days rather than waiting on a bank. The choice is yours and you can decline it without it affecting the outcome.
A refund sent to a card that has expired or been replaced normally still reaches you, because your bank routes it to the new one. Where the account has been closed altogether and the money is returned to us, we hold it and agree another route with you — travelData Coins (tDC), or a transfer to an account in your name once your bank has confirmed the return.
Please write to us before asking your bank to reverse a charge. A chargeback takes weeks and, while it is open, we cannot refund the same charge ourselves. Almost every case is settled faster through support.
Where a chargeback is raised for a plan that was delivered and worked, we provide the bank with the technical record in chapter 21. If the chargeback succeeds regardless, we stop the eSIMs on that order where the network allows it and the account may be closed under the Terms & Conditions.
To decide a request we rely on the record held for the eSIM: whether and when it was activated, its status at the network, the data consumed against the allowance, whether roaming was enabled, and the payment record for the order. This record is what we share with a bank in a dispute.
You may ask for the record relating to your own eSIM at any time. Where the record and your account of events differ, we tell you what the record shows before we decide.
22. If You Disagree With Our Decision
If you disagree with a decision, reply to it and say why. A second person reviews the case.
You may lodge a written complaint through the contact form or at our registered office. We decide on it within 30 days of receipt and tell you the outcome in writing.
If you are a consumer and are not satisfied with the outcome, or received no answer within 30 days, you keep every right your own national consumer law gives you, including any out-of-court dispute body it provides. Nothing in this policy takes that away, and the courts remain open to you either way.
23. Contact and Policy Acceptance
Refund requests, complaints and questions about this policy go to Wissen & Wohlstand GmbH Slowakei s. r. o., Lermontovova 3, 811 05 Bratislava, Slovakia, European Union, or through the contact form.
By completing a purchase you confirm that you have read this policy and accept it as part of the Terms & Conditions. The version in force on the day of purchase governs that purchase, and a change never applies backwards. We may update the policy; the effective date at the foot of this page says when a version took effect, and every version is archived — ask through the contact form for the wording in force on a particular day. Where a change materially reduces your rights, we will tell you before it takes effect — by eMail to the address on your account, or on the Platform where you do not have one.
This policy forms part of the Terms & Conditions and is governed by the same law and subject to the same courts — see section 10 of the Terms. Where the mandatory consumer law of your country of residence gives you more than this policy does, that law applies instead.
This policy is published in several languages for your convenience. The English version is the original and is the one that governs: where a translation differs from it, the English version prevails. This does not affect any right you have under mandatory law to be given contract terms in your own language.
Our Answer Is Not the Last Word
Nothing in This Policy Affects Your Statutory Rights as a Consumer
Open the Contact FormThe Ten Questions Customers Ask Us Most
When the Plan Does Not Do What It Was Sold to Do and We Cannot Put It Right — It Never Arrived, It Never Connected in a Covered Destination on a Compatible Device, or It Stopped Working Through No Fault of Yours. A Plan That Works Is Not Refunded, However Much of It You Used
We Decide Within 30 Days of Having a Complete Request, and Send an Approved Refund Within 30 Business Days. When It Shows on Your Statement Is Down to Your Bank. travelData Coins (tDC), if You Choose Them, Arrive Within 3 Business Days
Write to Us Before You Activate the Plan. There Is No Right to a Refund on a Delivered Plan, but if We Can Still Cancel It at the Network We Will Try to Swap It — That Is Goodwill, Not a Guarantee, So Check the Coverage on the Plan’s Page Before You Buy
First We Go Through the Standard Steps With You: Roaming On, the eSIM Picked for Data, the Network Chosen by Hand, a Restart. If the Plan Still Will Not Connect on a Compatible Device, You Choose Between a Replacement and a Full Refund
The Store. Apple and Google Bill In-App Purchases Themselves and Only They Can Reverse One — Apple at reportaproblem.apple.com, Google in Play Order History. If They Ask for Confirmation of a Technical Fault, We Will Give It
Yes. A Refund to the Original Payment Method Is What You Are Entitled To; Coins Are Only an Alternative We Offer, Because They Are Immediate. We Never Substitute Coins for a Refund Without Your Agreement
If the Fault Is Ours, You Get the Unused Part Back, Worked Out From the Days or the Data Left on the Plan. A Full Refund Is for a Plan That Never Worked at All
A Top-Up Follows the Plan It Was Added To. If That Plan Was Faulty and Unusable, the Top-Up Goes Back With It; if the Plan Works, an Unused Top-Up Is Not Refunded on Its Own
Write to Us. A Renewal or a Trial Conversion Charged After You Turned It Off Is a Billing Error on Our Side, and You Get the Whole Amount Back
Try Us First. A Chargeback Locks the Order for as Long as the Bank Investigates, and for That Whole Time We Cannot Refund, Replace or Top Up Anything for You
Sorted? Pick Your Next Destination
You Already Know What Happens When Something Goes Wrong. Here Is What Happens When It Goes Right: One Destination, Every Network Side by Side, and the Real Price of Each — No Asterisk. Install Over Wi-Fi Before You Leave, and the Moment the Wheels Touch Down You Are Online, Maps Open, Messages Sending. The Rest Is Yours — Enjoy the Next Adventure