Refund policy

1. When we refund

• Unused eSIM, within 30 days. The eSIM has not been activated (it has not connected to a network) and you ask within 30 days of purchase. You get the full amount, with no reason needed.
• We couldn't deliver. Your payment went through but the eSIM was not delivered, or it is faulty and we cannot fix it or replace it promptly.
• Service fault. The eSIM is properly installed on a compatible, unlocked phone, and after troubleshooting with us it still cannot connect where the plan should work. Depending on what happened, we refund the plan or the unused part of it.
• Duplicate purchase. You bought the same plan twice by mistake and did not use the second one.

2. When we can't refund

• The eSIM has been activated and data has been used, and there was no fault on our side.
• The plan has expired or passed its 30-day refund window without a service fault.
• Your phone does not support eSIM or is carrier-locked and the eSIM has already been installed or activated. (If you find out before installing, you are covered by the 30-day rule above.)
• You changed your travel plans after activating the eSIM, or the plan was used in breach of our terms.

3. Connection problems come first

Most connection issues are settings: the eSIM turned off, data roaming disabled for the FreeSim line, or the wrong network selected. Our FAQ covers the common fixes, and support will walk you through them. We will always try to get you connected before anything else, and if we can't, we make it right.

4. Top-ups

A top-up can be refunded within 30 days if none of the top-up data has been used, and follows the same rules as above if there was a service fault.

5. How to ask for a refund

Email support@freesim.travel from the address you used at checkout, with your order reference (shown on your confirmation page and in your dashboard). We aim to reply within two business days. Approved refunds go back to the original payment method; how long they take to appear depends on your bank or payment provider, usually 5 to 10 business days.

6. Your legal rights

This policy is in addition to your statutory consumer rights, which it does not limit. As explained in our terms, an eSIM is digital content delivered immediately, and by ordering you ask for immediate delivery and accept that your statutory right of withdrawal ends once it is delivered. The refund rights above still apply.