Refund policy: what can and cannot be refunded

An installed eSIM is irreversible and non-refundable for any reason; every refund request is reviewed by a human agent.

What to do

1. Not refundable: an eSIM once installed (scanning the QR code or adding it under Settings counts), for any reason — wrong purchase, activation failure, unused data, device incompatibility.
2. Not refundable: shipping fees, and physical SIM products once the card has been dispatched.
3. Refundable in principle: an order not yet delivered whose eSIM was never installed — decided case by case.
4. Where a refund is approved for a reason that is not our fault, the processor fee is deducted (about 4% Alipay / WeChat, about 5% PayPal / card).
5. How to ask: reply to your order email with the order number. Do not delete the eSIM while a decision is pending — it removes the evidence we need.

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