Refund Policy

How refunds work here

Silent eSIM isn't a subscription and it isn't a bundle. You load a US dollar balance and pay for the data you actually use. That changes what a refund even means: there's no unused "plan" to cancel, just credit sitting on your eSIM.

So refunds are made as store credit — money returned to your balance, not to the card or wallet you paid with. And because your balance never expires, credit that goes back on your eSIM isn't a consolation prize with a clock on it. It stays there until you use it, this year or in three years, in any of 200+ countries. Nothing is lost.

What isn't refundable

• Data you've already used. It was delivered, and the network has already charged us for it.
• A device that doesn't support eSIM. Please check the compatible devices list before you buy — it takes ten seconds and saves this conversation.
• Poor signal in one specific location. Coverage comes from local partner networks and varies street by street. A weak signal in one building isn't a service failure we can refund.
• User error or incorrect configuration. Data roaming left off, the wrong line set for cellular data, a manually forced carrier. We'll happily help you fix any of these — start with the support page.
• Changed travel plans or a cancelled trip. Your balance doesn't expire, so it's simply waiting for the next one.
• The one-time eSIM issue fee, once the eSIM has been issued. At that point the profile has been created and delivered to you.

When we do make it right

We offer goodwill credit when the problem was genuinely on our side:

• a documented technical issue at our end that stopped the eSIM working;
• a significant service disruption caused by one of our network partners;
• a feature or a coverage claim that turned out to be advertised incorrectly.

If you paid, installed the eSIM and simply could not get online, that's exactly the case this section is for. Open a ticket, tell us what happened, and a human will look at it properly.

Your statutory rights

Where the consumer law of the country you live in gives you a statutory right to cancel — this is common for card purchases in the EU and UK — that right still applies, and this policy doesn't override it. Say so in your ticket. We won't argue the policy at you instead of honouring the law.

How to request a refund

Refunds are decided by a person, not by the chat assistant, so the fastest route is a ticket with the right details in it from the start.

1. Go to the support page and open a ticket (the contact page has the same form).
2. Include your ICCID or order ID, and an email address we can reply to.
3. Tell us what happened: what you were trying to do, which country you were in, what your phone showed, and what you already tried.
4. Say what you'd like — a credit back, or help getting online. Both are fine.

Review takes 1–3 business days. If it's approved, the goodwill credit is applied to your balance and is usable immediately — top up nothing, reinstall nothing, just keep using the same eSIM.

Before you start a chargeback

Please talk to us first. A chargeback on a delivered eSIM usually gets the eSIM and its balance suspended while the dispute runs, which helps nobody — least of all you, if you're abroad and need data. Almost everything is faster to fix through a ticket.

This policy is part of our terms of service, and the wording here matches the answer on our FAQ page. If it ever changes, the version on this page with the date at the top is the one that applies.