Cancellation & Refund Policy
eSIMs are digital products. After you pay, we send your eSIM QR code and installation instructions to the email address you entered at checkout. This page explains when you can get a refund.
Our eSIM compatibility guarantee
We give you a 100% refund if both of these are true:
- Your device does not support eSIM, or it is locked to a carrier, and
- The eSIM has not been installed or activated on any device. This means the QR code has not been scanned and the eSIM profile has not been added.
If either condition is not met, this guarantee does not apply. Claims under this guarantee must be made within 14 days of purchase (see “How to claim a refund” below).
Other cases where we give a refund
- Your eSIM was not delivered. If we do not send your eSIM, you get a full refund.
- Technical error on our side. If your eSIM cannot be activated because of a technical error caused by TravelyData, and our support team cannot fix it, we will replace the eSIM or give you a full refund.
- Local network problems. If the local network is down, or the local signal is too poor to use your eSIM during your trip, and our support team cannot fix it, you get a full refund.
When we cannot give a refund
- Change of mind. We do not refund an order because you changed your mind or your plans.
- Installed or activated eSIM. Once the eSIM has been installed or activated (QR code scanned), it cannot be refunded, except under “Technical error on our side” or “Local network problems” above.
- Wrong email address. If you enter an incorrect email address at checkout, we cannot refund the order.
- Late guarantee claims. We cannot accept a claim under the eSIM compatibility guarantee (your device does not support eSIM or is locked to a carrier) made more than 14 days after purchase.
Once your eSIM has been sent, you cannot cancel the order, except in the cases listed above.
Before you buy
Before you buy, check that your phone supports eSIM and is unlocked on our eSIM compatible devices page.
How to claim a refund
eSIM compatibility guarantee (your device does not support eSIM or is locked to a carrier). Email [email protected] within 14 days of purchase and include:
- your order number
- your device make and model (for example, “Samsung Galaxy A14”)
- a screenshot that shows your phone has no eSIM option, or the error you saw when you tried to install the eSIM
We check the eSIM status with our network partner to confirm that it has not been installed or activated.
Other refund requests (eSIM not delivered, technical error, or local network problem): email [email protected] with your order number and a short description of the problem.
Refund payment. Approved refunds are paid to your original payment method (PayPal) within 5 business days after approval. How long it then takes for the money to show in your account depends on PayPal and your bank.
Frequently asked question
What if my phone doesn’t support eSIM?
You get a 100% refund if your phone does not support eSIM or is locked to a carrier, and the eSIM has not been installed or activated. Email [email protected] within 14 days of purchase with your order number, your device make and model, and a screenshot showing that there is no eSIM option or the install error. We check the eSIM status with our network partner, and approved refunds are paid to your original payment method (PayPal) within 5 business days after approval. We do not give refunds for a change of mind or once the eSIM has been installed or activated. Before you buy, check that your phone supports eSIM and is unlocked on our eSIM compatible devices page.
Contact
Email: [email protected]
Last updated: 23 October 2026
