Refund Policy
Clear guidance on refund eligibility for digital eSIM products and orders.
Last updated: September 15, 2026
TravelSIMPro wants customers to receive the eSIM service they purchased and to have a fair process when something goes wrong.
Because eSIMs are digital telecommunications products that may be issued, installed or activated shortly after purchase, refund eligibility depends on the status of the eSIM, the reason for the request and the rules of the applicable supplier or mobile network.
Nothing in this Refund Policy limits any consumer rights or remedies that cannot legally be excluded.
- Important eSIM Status Terms
For purposes of this policy:
Issued means the eSIM profile or activation details have been generated and made available to the customer.
Installed means the eSIM profile has been added to a device.
Activated means the eSIM has reached the activation condition defined by the applicable plan or supplier. Depending on the plan, this may occur upon installation, first connection to a supported network, first usage, or another supplier-defined event.
Used means the eSIM has consumed data, calls, SMS or another included service.
An eSIM being issued does not automatically mean that a refund is impossible. An issued but unused and unactivated eSIM may still be eligible for review where the supplier allows the package to be cancelled or recovered.
- When a Refund May Be Available
A refund, replacement eSIM, account credit or other appropriate remedy may be considered where:
The purchased eSIM was not delivered or made available after successful payment.
TravelSIMPro supplied the wrong eSIM or plan.
A duplicate charge or duplicate order was caused by a TravelSIMPro system error.
The eSIM is technically defective and the issue cannot reasonably be resolved.
The applicable supplier is unable to provide the purchased service.
An unused and unactivated eSIM can still be cancelled or recovered under the supplier’s rules.
Another circumstance exists where TravelSIMPro determines that a refund or credit is fair and reasonable.
TravelSIMPro may first attempt reasonable troubleshooting, replacement or another practical solution before issuing a refund.
- Activated or Used eSIMs
An eSIM that has already been activated or used is normally non-refundable.
This is because the telecommunications service has already been made available or consumed and, in many cases, TravelSIMPro cannot recover the cost from the supplier.
However, an activated or used eSIM may still qualify for a refund, replacement or credit where:
the service was materially defective;
TravelSIMPro or the supplier provided the wrong product;
the supplier confirms that the purchased service cannot be provided; or
applicable consumer law requires a remedy.
Activation by itself will therefore not prevent a remedy where the failure is attributable to TravelSIMPro, the supplier or the service itself.
- Customer Purchase Errors
Customers are responsible for reviewing the destination, coverage, data allowance, validity period, activation conditions and device requirements before purchasing.
Refunds resulting from customer error are discretionary and may only be available where the eSIM remains unused and the supplier permits cancellation or recovery.
Examples include:
Purchasing an eSIM for the wrong country or region.
Selecting the wrong plan or data allowance.
Purchasing a plan with an unsuitable validity period.
Purchasing for a device that does not support eSIM.
Using a carrier-locked or otherwise incompatible device.
Entering an incorrect email address.
Purchasing more eSIMs than required.
Changing or cancelling travel plans after purchase.
Where possible, TravelSIMPro will try to help find a reasonable solution.
- Device Compatibility
Customers should confirm before purchasing that their device:
supports eSIM;
is carrier/network unlocked; and
is compatible with the destination networks they intend to use.
A refund is not normally available solely because the customer’s device is incompatible or carrier locked.
If you are uncertain before purchasing, please review our Compatible Devices page or contact support.
- Installation and Deletion
Customers should follow the installation and activation instructions supplied with their eSIM.
Please do not delete an eSIM after installation unless instructed to do so by TravelSIMPro support or the applicable supplier.
Some eSIM profiles cannot be reinstalled once deleted.
TravelSIMPro is not normally responsible for the cost of replacing an eSIM that was working correctly but was deleted by the customer contrary to the supplied instructions.
- Network Coverage and Performance
eSIM connectivity relies on third-party mobile networks.
Signal strength, speed, latency, network technology and availability may vary based on:
geographic location;
network congestion;
local network outages;
building construction;
device capability;
network operator coverage; and
other circumstances outside TravelSIMPro’s direct control.
Slower-than-expected speeds or limited coverage in a particular location do not automatically qualify an order for a refund where the purchased service is otherwise functioning.
Where there appears to be a genuine service failure, please contact us so that the issue can be investigated with the supplier.
- Processing and Transaction Fees
Where a refund is approved because of a customer error, change of plans, incorrect product selection, incompatible or carrier-locked device, accidental purchase or another circumstance not caused by TravelSIMPro or its supplier, TravelSIMPro may deduct reasonable payment-processing or transaction costs that were actually incurred and are not recoverable.
TravelSIMPro will not deduct such fees where the refund results from:
an error by TravelSIMPro;
a duplicate charge caused by our systems;
failure to deliver the purchased service;
a defective service that cannot reasonably be corrected; or
another issue for which TravelSIMPro or the applicable supplier is responsible.
Any deduction will be reasonable, related to actual unrecoverable costs, disclosed as part of the refund decision and subject to applicable consumer-protection law.
We do not impose an arbitrary restocking fee on digital eSIM products.
- Duplicate Purchases
If you accidentally purchase the same or an unnecessary eSIM more than once, contact us as soon as possible.
If the additional eSIM has not been activated or used and the supplier allows it to be cancelled, we will review the order for a refund or credit.
Where the duplicate purchase resulted from customer action rather than a TravelSIMPro system error, reasonable unrecoverable transaction fees may be deducted in accordance with Section 8.
Duplicate charges caused by a TravelSIMPro system error will be corrected without deducting processing fees.
- TravelCash and Rewards
Where an order is refunded, any TravelCash earned from that order may be reversed or adjusted to reflect the final value of the transaction.
Where TravelCash was used toward a refunded order, eligible TravelCash may be returned to the customer’s account in accordance with the applicable TravelCash program rules.
Partial refunds may result in proportional TravelCash adjustments.
- How to Request a Refund
To request a refund, contact:
Please include, where applicable:
Your order number.
The email address used for the purchase.
The eSIM or plan involved.
A brief description of the problem.
Your device make and model if the issue is technical.
Your current location or destination if the issue concerns connectivity.
Relevant screenshots or error messages where helpful.
Please contact us as soon as reasonably possible after discovering a problem.
Delays may affect our ability to cancel or recover an unused eSIM from the supplier.
- Troubleshooting Before Refund
For technical or connectivity issues, TravelSIMPro may ask you to complete reasonable troubleshooting steps before approving a refund.
These may include checking:
whether the correct eSIM is enabled;
mobile data settings;
data roaming settings where required by the plan;
APN settings;
network selection;
device compatibility; and
whether the device is carrier unlocked.
We ask customers to give us a reasonable opportunity to resolve a technical problem before deleting the eSIM or initiating a payment dispute.
- Refund Method
Approved monetary refunds will normally be returned to the original payment method where technically possible.
Where appropriate and agreed with the customer, TravelSIMPro may instead offer:
a replacement eSIM;
TravelSIMPro account credit;
TravelCash; or
another mutually acceptable solution.
The time required for a monetary refund to appear in your account after it has been processed depends on the payment provider, card issuer or financial institution and is outside TravelSIMPro’s direct control.
- Partial Refunds
Where only part of a service has failed or part of the purchased service has already been consumed, TravelSIMPro may offer a partial refund, replacement or credit rather than a full refund.
Any such remedy will take into account the circumstances of the issue and the amount of service already provided.
- Fraud, Abuse and Misuse
TravelSIMPro may decline a refund request where there is reasonable evidence of:
fraudulent activity;
deliberate misuse of the service;
abuse of the refund process;
false information provided in support of a claim; or
activity that violates our Terms of Service.
This does not affect legitimate consumer rights.
- Refund Decisions
Refund requests are reviewed based on:
the status of the eSIM;
whether it has been installed, activated or used;
the reason for the request;
troubleshooting results;
supplier rules;
whether TravelSIMPro or the supplier was responsible for the problem; and
applicable consumer-protection law.
TravelSIMPro will make reasonable efforts to reach a fair outcome based on the circumstances of each case.
- Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes to our products, suppliers, payment providers, business practices or legal requirements.
The current version will be published on this page with an updated revision date.
- Contact Us
For refund questions or requests, contact:
Travel Sim Pro LLC
Email: support@travelsimpro.com
Website: TravelSIMPro.com
