This policy describes our store process. Consumer rights that cannot be waived under applicable law still apply.
Before fulfillment
If an order has not yet been fulfilled to the supplier and no eSIM profile/QR has been issued, contact us as quickly as possible. We will attempt to cancel the order before fulfillment.
After fulfillment
Once a unique eSIM profile has been generated or supplier fulfillment has completed, cancellation can be limited because the digital product may no longer be reversible. We review unused-order requests based on the supplier status and whether the eSIM can still be cancelled.
Technical problems
If the delivered eSIM cannot be used as described, contact support before deleting the eSIM profile. We may ask for device model, screenshots of relevant settings, destination and network details so we can troubleshoot or escalate the supplier order.
If we cannot deliver the purchased plan, or the supplier confirms a qualifying failure that cannot be resolved, we will review the order for replacement or refund as appropriate.
How to request a refund or cancellation
Email [email protected] with the order number and a short explanation. Do not post QR codes, activation codes or account credentials publicly.