Refund and Cancellation Policy

Last updated 22 July 2026

An eSIM is digital content. Once a profile has been installed on a device it cannot be un-issued, returned, or resold, so the point of no return is installation — not payment. Everything below follows from that.

Before the profile is installed

Full refund, no reason needed. Open the order and use Cancel, or email us. We cancel the profile with our supplier and refund the full amount to the card you paid with. If you have not paid yet, the checkout simply expires and you are never charged.

After the profile is installed

No refund. Installing the profile consumes it. Our supplier will not take it back, and we cannot resell it. This is also the point at which the statutory right of withdrawal ends for digital content — see section 8 of our Terms and Conditions.

If you try to cancel an installed eSIM, the cancellation will be refused and you will be asked to contact support with your order ID. That is not a dead end: the exceptions below still apply.

Always refunded, whatever the state

• We could not deliver. If a profile is never issued, or is issued and does not work, you get the full amount back.
• The plan was not what we described. Wrong data allowance, wrong validity, or no coverage in a country we listed — full refund, or a proportionate discount if you accept a partial fix.
• You were charged twice for the same eSIM.

Not refunded

• A device that does not support eSIM, or is locked to another carrier. Please check before buying.
• Unused data, or validity that ran out before you used the plan. Plans are time-limited from activation and are not extended or pro-rated.
• Poor speed or patchy coverage in a location where the local operator's network is simply weak. We resell an operator's network; we do not control it.
• Charges you incurred with a different provider because you did not install or activate ours.

How to ask

Cancel from the order page while the option is available, or email [email protected] with your order ID. We confirm receipt without undue delay and decide consumer complaints within 30 days.

How refunds are paid

Refunds go back through Stripe to the original payment method, in the original currency. We issue them immediately on approval; how quickly the money appears is up to your bank, and typically takes a few business days. We do not refund to a different card, to a bank transfer, or as store credit.

This policy does not limit your statutory rights as a consumer under Czech law. If we cannot agree, you may approach the Czech Trade Inspection Authority — see section 12 of our Terms and Conditions.