01ESIM / LEGAL
Refund policy
Last updated 31 August 2026
Digital eSIM profiles are issued immediately, so refund eligibility depends on whether a usable profile was delivered.
1. Automatic refunds
If our supplier confirms that an order item was not issued, we automatically approve a refund for that item's retail value. Other ready items in the same order remain valid.
2. Issued profiles
After QR and manual activation details are successfully issued, every request is reviewed manually. Installation problems, an incompatible or locked device, deleted profiles, or use outside coverage do not automatically qualify.
3. Wallet address
A refund requires a wallet address compatible with the original asset and network. Sending an incompatible address can make funds unrecoverable. Processor and network costs may apply where permitted.
4. Payment exceptions
Wrong-amount payments do not trigger fulfillment and enter manual review. Overpayments accepted as paid_over are tips and are not refundable. AML-locked payments stop fulfillment and create a refund case, subject to the payment processor's ability to return funds.