Refund & Cancellation Policy

This policy explains when you can cancel an eSIM order and how refunds work. It forms part of our Terms of Service.

eSIMs we cannot issue — automatic full refund

If the eSIM cannot be issued after you pay — for example because the network has just withdrawn the plan — the order is closed and we refund 100% of the price to the card you paid with, automatically and with no deductions. We issue the refund straight away; your bank normally shows it within 5–10 business days and always within 14 days.

Unused eSIMs — full refund within 30 days

Changed your plans? If the eSIM has not been installed on any device, email us within 30 days of purchase and we refund the full price to your card. After 30 days an unused plan is no longer refundable; it stays available to install until it expires 180 days after purchase. We check the eSIM’s status with our network partner before refunding; once refunded, the eSIM is cancelled and can no longer be installed.

eSIMs that don’t work

If your eSIM is installed but cannot connect to a network in the destination, contact us with your order number and ICCID. We troubleshoot with you and our network partner; if we cannot get it working, we refund the full price — or, if you prefer, issue a replacement eSIM. This applies within 180 days of purchase, or for as long as the plan is valid once it has started, and does not cover problems caused by an incompatible or carrier-locked device, or by data roaming being switched off.

After installation

eSIMs are digital content supplied immediately at your request. At checkout you agree to immediate supply and acknowledge that you lose the right to cancel once the eSIM is installed on a device. Data already used and partly used plans are not refundable, and plans cannot be transferred to another device. This does not affect your statutory rights if a plan is not as described.

How refunds are paid

Refunds always go back to the original payment method — never to a different card, account or person. We process refund requests within 2 business days; card refunds then show on your statement within 5–10 business days.

How to ask for a refund

Email support@travelesimstore.com from the email on your account with the order number (shown on your order page and receipt) and, if the eSIM is installed, the ICCID. We reply within 24 hours.