Legal

Refund Policy

Applies to every region. The refund window depends on the country of the card you paid with: 7 days for Brazilian cards (CDC art. 49), 14 days for everyone else.

Never installed: full refund within your window (7 days for Brazilian cards, 14 days for everyone else) if the eSIM was never installed or activated (no data used). Tap Request refund on the eSIM in My eSIMs; we check its status live with our network partner, refund your original payment method (typically 5–10 business days) and deactivate the eSIM.

Installed or used: once an eSIM is installed on a device or has used any data, it can’t be refunded, because the profile can’t be reused. Don’t install it until you’re sure.

After your window (7 or 14 days): no refund, even if unused.

Doesn’t work: if an installed eSIM can’t connect and support can’t fix it, open a ticket in the in-app Help chat and we’ll review it case by case.

Crew: each member can refund their own unactivated seat within the window of the card that paid for it (7 days for Brazilian cards, 14 days for everyone else). If the Crew isn’t released yet (not everyone has paid), the seat reopens. Seats paid by the organizer are refunded to the organizer. Unpaid seats can be removed or left at any time, at no cost.

Affiliate commissions and game rewards tied to a refunded purchase are reversed.

Help: the in-app assistant can check which of your eSIMs are refundable and open a ticket for anything else.

Last updated October 11, 2026.