Refund & cancellation policy
Digital eSIM purchases have important supplier limitations. Review these rules before ordering. Effective 20 October 2026; operator review is required before launch.
Before a supplier purchase
A pre-purchase validation failure releases reserved wallet funds. An order with an uncertain supplier outcome remains under reconciliation, with funds reserved until the actual purchase state is established.
After supplier acceptance
An accepted supplier order cannot be assumed cancellable. Installed, activated, expired, partially used, or otherwise consumed profiles may be ineligible for supplier refunds. Never delete a profile in an attempt to obtain a refund.
Delayed or partial allocation
Our team reconciles the original purchase and retrieves existing profiles. Partial fulfillment is tracked explicitly. A replacement purchase is not automatic. Contact support with the order reference.
Approved refunds
An authorized administrator may approve a wallet credit after reviewing the circumstances. A wallet refund does not itself cancel the supplier purchase, withdraw money, or refund the payment provider. Each adjustment is recorded in the immutable ledger and audit trail.
Deposit issues
Underpaid or partially paid crypto deposits require review. Network fees and provider limitations may affect recovery. Bank transfers are manually reviewed; rejected references do not create wallet funds. Contact support before sending a second transfer.
How to request help
Submit a support request with your account email and order or deposit reference. Include the issue and relevant dates. Do not include private QR codes, passwords, or complete financial credentials.